The realization of the speech acts of complaint and responding to complaint in Vodafone Egypt versus Vodafone UK

IF 0.8 0 LANGUAGE & LINGUISTICS Language and Dialogue Pub Date : 2023-09-12 DOI:10.1075/ld.00157.dak

Dina Abdel Salam El-Dakhs, Nermine Galal Ibrahim

引用次数: 1

Abstract

Abstract The current study aims to compare the complaints/responses to complaints on the Facebook pages of Vodafone UK versus Vodafone Egypt. 200 complaints and 200 responses to these complaints were collected from the Facebook pages of the two companies in September 2022. The analysis results showed that the UK customers produced significantly more expressions of disapproval, particularly ill consequences and annoyance, than their Egyptian counterparts. The Egyptian customers produced significantly more blame and requests than the UK customers. In terms of responses to complaints, the UK responses were dominated by acceptance strategies, particularly in the form of offers of repair, while the Egyptian responses came mainly in the form of partial acceptance, particularly in the form of seeking further information.

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沃达丰埃及公司与沃达丰英国公司投诉与回应投诉言语行为的实现

本研究旨在比较沃达丰英国公司和沃达丰埃及公司Facebook页面上的投诉/投诉回复。我们于2022年9月从两家公司的Facebook页面上收集了200起投诉和200起投诉回复。分析结果显示，与埃及消费者相比，英国消费者表达不满的次数明显更多，尤其是不良后果和烦恼。埃及客户提出的指责和要求明显多于英国客户。在对投诉的答复方面，英国的答复以接受策略为主，特别是以提供维修的形式，而埃及的答复主要以部分接受的形式，特别是以寻求进一步信息的形式。

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来源期刊

Language and Dialogue LANGUAGE & LINGUISTICS-

CiteScore

1.00

自引率

0.00%

发文量

期刊介绍： In our post-Cartesian times human abilities are regarded as integrated and interacting abilities. Speaking, thinking, perceiving, having emotions need to be studied in interaction. Integration and interaction take place in dialogue. Scholars are called upon to go beyond reductive methods of abstraction and division and to take up the challenge of coming to terms with the complex whole. The conclusions drawn from reasoning about human behaviour in the humanities and social sciences have finally been proven by experiments in the natural sciences, especially neurology and sociobiology. What happens in the black box, can now, at least in part, be made visible. The journal intends to be an explicitly interdisciplinary journal reaching out to any discipline dealing with human abilities on the basis of consilience or the unity of knowledge. It is the challenge of post-Cartesian science to tackle the issue of how body, mind and language are interconnected and dialogically put to action. The journal invites papers which deal with ‘language and dialogue’ as an integrated whole in different languages and cultures and in different areas: everyday, institutional and literary, in theory and in practice, in business, in court, in the media, in politics and academia. In particular the humanities and social sciences are addressed: linguistics, literary studies, pragmatics, dialogue analysis, communication and cultural studies, applied linguistics, business studies, media studies, studies of language and the law, philosophy, psychology, cognitive sciences, sociology, anthropology and others. The journal Language and Dialogue is a peer reviewed journal and associated with the book series Dialogue Studies, edited by Edda Weigand.

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