The Speech Act of Complaint in Sephora Website: A Cross Cultural Pragmatic Study on Online Customer’s Reviews (OCRs) of USA and Indonesian Customers
An online shopping system that is accessible to people all over the world has resulted in a variety of review styles that can be read by everyone. This study aims to know the complaint strategies used by American and Indonesian customers as well as the cultural background in expressing the review me...
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id-langga.1044852021-03-29T04:09:33Z http://repository.unair.ac.id/104485/ The Speech Act of Complaint in Sephora Website: A Cross Cultural Pragmatic Study on Online Customer’s Reviews (OCRs) of USA and Indonesian Customers Nabila Myrrha Rahmawati, - HM621-656 Culture P87-96 Communication. Mass media An online shopping system that is accessible to people all over the world has resulted in a variety of review styles that can be read by everyone. This study aims to know the complaint strategies used by American and Indonesian customers as well as the cultural background in expressing the review messages. This present study uses the qualitative method as the approach since the taken data is based on a natural setting in the form of textual information of online customer reviews (OCRs). The results show American customers have a tendency to give more criticism in review messages. The criticism tends to be written deductively and leads more to customer complaints related to product quality. While Indonesian customers prefer to provide positive justification. The customers tend to give positive feedback after making a purchase. Informal styles are frequently emphasized by both American and Indonesian customers. It can be seen through the use of abbreviation, construction, and code-mixing been found in plenty of data In terms of politeness, American customers use a more bald on record strategy where most data appears dominated by reviews with 1, 3, and 2- star ratings. While Indonesian customers tend to use the positive politeness strategy shown by most 5 and 4,5-star review messages. Americans communication style as presented in the form of review is characterized as an individualist where they tend to communicate in a direct way. While Indonesians tend to maintain harmony in communication by emphasizing a sense of empathy. Keywords: Complaint, Online Customer‟s Review, Culture 2021 Thesis NonPeerReviewed text en http://repository.unair.ac.id/104485/1/1.%20HALAMAN%20JUDUL%20.pdf text en http://repository.unair.ac.id/104485/2/2.%20ABSTRAK%20.pdf text en http://repository.unair.ac.id/104485/3/3.%20DAFTAR%20ISI%20.pdf text en http://repository.unair.ac.id/104485/4/4.%20CHAPTER%201%20INTRODUCTION%20.pdf text en http://repository.unair.ac.id/104485/5/5.%20CHAPTER%20II%20LITERATURE%20REVIEW%20.pdf text en http://repository.unair.ac.id/104485/6/6.%20CHAPTER%20III%20METHODOLOGY%20.pdf text en http://repository.unair.ac.id/104485/7/7.%20CHAPTER%20IV%20RESULTS%20and%20DISCUSSIONS.pdf text en http://repository.unair.ac.id/104485/8/8.%20CHAPTER%20V%20CONCLUSIONS%20.pdf text en http://repository.unair.ac.id/104485/9/9.%20REFERENCESS%20.pdf text id http://repository.unair.ac.id/104485/10/TIL.01-21-Surat%20Pernyataan%20Publikasi%20Nabila%20-%20Nabila%20Myrrha%20Rahmawati.pdf Nabila Myrrha Rahmawati, - (2021) The Speech Act of Complaint in Sephora Website: A Cross Cultural Pragmatic Study on Online Customer’s Reviews (OCRs) of USA and Indonesian Customers. Thesis thesis, UNIVERSITAS AIRLANGGA. http://www.lib.unair.ac.id |
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HM621-656 Culture P87-96 Communication. Mass media Nabila Myrrha Rahmawati, - The Speech Act of Complaint in Sephora Website: A Cross Cultural Pragmatic Study on Online Customer’s Reviews (OCRs) of USA and Indonesian Customers |
description |
An online shopping system that is accessible to people all over the world has resulted in a variety of review styles that can be read by everyone. This study aims to know the complaint strategies used by American and Indonesian customers as well as the cultural background in expressing the review messages. This present study uses the qualitative method as the approach since the taken data is based on a natural setting in the form of textual information of online customer reviews (OCRs). The results show American customers have a tendency to give more criticism in review messages. The criticism tends to be written deductively and leads more to customer complaints related to product quality. While Indonesian customers prefer to provide positive justification. The customers tend to give positive feedback after making a purchase. Informal styles are frequently emphasized by both American and Indonesian customers. It can be seen through the use of abbreviation, construction, and code-mixing been found in plenty of data In terms of politeness, American customers use a more bald on record strategy where most data appears dominated by reviews with 1, 3, and 2- star ratings. While Indonesian customers tend to use the positive politeness strategy shown by most 5 and 4,5-star review messages. Americans communication style as presented in the form of review is characterized as an individualist where they tend to communicate in a direct way. While Indonesians tend to maintain harmony in communication by emphasizing a sense of empathy. Keywords: Complaint, Online Customer‟s Review, Culture |
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Theses and Dissertations NonPeerReviewed |
author |
Nabila Myrrha Rahmawati, - |
author_facet |
Nabila Myrrha Rahmawati, - |
author_sort |
Nabila Myrrha Rahmawati, - |
title |
The Speech Act of Complaint in Sephora Website: A Cross Cultural Pragmatic Study on Online Customer’s Reviews (OCRs) of USA and Indonesian Customers |
title_short |
The Speech Act of Complaint in Sephora Website: A Cross Cultural Pragmatic Study on Online Customer’s Reviews (OCRs) of USA and Indonesian Customers |
title_full |
The Speech Act of Complaint in Sephora Website: A Cross Cultural Pragmatic Study on Online Customer’s Reviews (OCRs) of USA and Indonesian Customers |
title_fullStr |
The Speech Act of Complaint in Sephora Website: A Cross Cultural Pragmatic Study on Online Customer’s Reviews (OCRs) of USA and Indonesian Customers |
title_full_unstemmed |
The Speech Act of Complaint in Sephora Website: A Cross Cultural Pragmatic Study on Online Customer’s Reviews (OCRs) of USA and Indonesian Customers |
title_sort |
speech act of complaint in sephora website: a cross cultural pragmatic study on online customer’s reviews (ocrs) of usa and indonesian customers |
publishDate |
2021 |
url |
http://repository.unair.ac.id/104485/1/1.%20HALAMAN%20JUDUL%20.pdf http://repository.unair.ac.id/104485/2/2.%20ABSTRAK%20.pdf http://repository.unair.ac.id/104485/3/3.%20DAFTAR%20ISI%20.pdf http://repository.unair.ac.id/104485/4/4.%20CHAPTER%201%20INTRODUCTION%20.pdf http://repository.unair.ac.id/104485/5/5.%20CHAPTER%20II%20LITERATURE%20REVIEW%20.pdf http://repository.unair.ac.id/104485/6/6.%20CHAPTER%20III%20METHODOLOGY%20.pdf http://repository.unair.ac.id/104485/7/7.%20CHAPTER%20IV%20RESULTS%20and%20DISCUSSIONS.pdf http://repository.unair.ac.id/104485/8/8.%20CHAPTER%20V%20CONCLUSIONS%20.pdf http://repository.unair.ac.id/104485/9/9.%20REFERENCESS%20.pdf http://repository.unair.ac.id/104485/10/TIL.01-21-Surat%20Pernyataan%20Publikasi%20Nabila%20-%20Nabila%20Myrrha%20Rahmawati.pdf http://repository.unair.ac.id/104485/ http://www.lib.unair.ac.id |
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