Publication: Requests in tourist information office service encounters : an analysis of directness and gender
Authors
Salazar, Patricia ; Orts, Sara
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Publisher
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DOI
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info:eu-repo/semantics/article
Description
Abstract
Traditionally, the speech act of requesting has been regarded as a face
-
threatening act (Brown & Levinson,
1987) due to the impositive nature on the addressee’s negative face. Yet, in specific service encounters, requests
can no longer be seen as threateni
ng (Antonopoulou, 2001). This is the case of tourist information offices, where
mitigators
may not be present due to the task
-
oriented nature of the exchange. This study aims to widen the
scope of research on service encounters by examining 147 naturally o
ccurring requests by native speakers of
English in a tourist information office taking into account the variable of gender. Our findings suggest that
females used more direct questions whereas men employed want statements to a much higher extent. These
res
ults have to be understood within the context of this specific service encounter, in which direct requests do
not imply impoliteness or threats to the requestee’s negative face.
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