Abstract
Complaints have been an important part of
everyday communication. As computers have become an important part of everyday
life, complaints have started to be used in computer-mediated communication
(CMC) as well. As they are authentic, they are invaluable for pragmatic
studies. There are few studies in Turkish studying CMC complaints
pragmatically, so this study has been conducted to investigate 100 online
complaints in Turkish in a website called TripAdvisor. Current comments have
been chosen as these five star hotels in Antalya, a touristic area in the south
of Turkey, are most frequently complained hotels in 2018. Findings showed that
most of the complaints (N=91) were indirect while one of them was direct and
the other eight comments included both. It was also found that most of the
complaints (N=94) were accompanied by at least one speech act, and advice and
positive comment were found as the most frequently used speech acts, but they
also has reference to complaining and current writing, regrets and greetings.
Finally, forms of “there (be)” and some descriptive adjectives such as bad,
terrible and detestable were discovered to be most frequently used to describe
in complaints. Results are discussed with the light of previous research about
complaints both in Turkish and in English.
Keywords
Complaints Turkish complaints computer-mediated communication (CMC) TripAdvisor speech acts
References
- Amornchainon, S. & Jimarkon, P. Grumpy Men vs. Fussy Women: Differences in Online Complaints By Gender. In The 6th International Conference on Language and Communication (p. 307). Austin, J. L. (1962). How to do things with words. Oxford university press. Clarendon: Oxford. Baron, N. S. (1998). Letters by phone or speech by other means: the linguistics of email. Language & Communication , 18(2), 133–170. doi:10.1016/S0271-5309(98)00005-6 Bikmen, A., & Martı, L. (2013). A study of complaint speech acts in Turkish learners of English. Education and Science, 38(170), 253-265. Bodomo, A. B. (Ed.). (2009). Computer-Mediated Communication for Linguistics and Literacy: Technology and Natural Language Education: Technology and Natural Language Education. IGI Global. Boxer, D. (1989). Building rapport through indirect complaints: Implications for language learning. Working Papers in Educational Linguistics (WPEL), 5(2), 2. Cohen, A. D., & Olshtain, E. (1993). The production of speech acts by EFL learners. Tesol Quarterly, 27(1), 33-56. https://doi.org/10.2307/3586950 Cohen, A. D. (1996). Speech acts. Sociolinguistics and language teaching, New York: Cambridge University Press. Decock, S. & Depraetere, I. (2018). (In) directness and complaints: A reassessment. Journal of Pragmatics, 132, 33-46. https://doi.org/10.1016/j.pragma.2018.04.010 Decock, S. & Spiessens, A. (2017). Customer complaints and disagreements in a multilingual business environment. A discursive-pragmatic analysis. Intercultural pragmatics, 14(1), 77-115. DOI: https://doi.org/10.1515/ip-2017-0004 Deveci, T. (2003). A study on the use of complaints in the interlanguage of Turkish EFL learners. Unpublished MA thesis, Middle East Technical University, Turkey. Hartford, B. & Mahboob, A. (2004). Models of discourse in the letter of complaint. World Englishes, 23 (4), 585–600. https://doi.org/10.1111/j.0083-2919.2004.00378.x Heinemann, T., & Traverso, V. (2009). Complaining in interaction. Journal of Pragmatics, 12(41), 2381-2384. Herring, S. C., & Paolillo, J. C. (2006). Gender and genre variation in weblogs. Journal of Sociolinguistics, 10(4), 439-459. https://doi.org/10.1111/j.1467-9841.2006.00287.x Ishihara, N., & Cohen, A. D. (2014). Teaching and learning pragmatics: Where language and culture meet. Routledge. Koppel, M., Argamon, S., & Shimoni, A. R. (2002). Automatically categorizing written texts by author gender. Literary and Linguistic Computing, 17(4), 401-412. https://doi.org/10.1093/llc/17.4.401 Meinl, Marja E. (2013). Electronic complaints: an empirical study on British English and German complaints on eBay (Vol. 18). Frank & Timme GmbH. Nowson, S., Oberlander, J., & Gill, A. J. (2005). Weblogs, genres and individual differences. In Proceedings of the 27th Annual Conference of the Cognitive Science Society (pp. 1666–1671). Önalan, O., & Çakır, A. (2018). A Comparative Study on Speech Acts: Formal Complaints by Native Speakers and Turkish Learners of English. Eurasian Journal of Applied Linguistics, 4(2), 239-259. https://doi.org/10.32601/ejal.464128 Pedersen, S., & Macafee, C. (2007). Gender differences in British blogging. Journal of Computer-Mediated Communication, 12(4), 1472-1492. DOI:10.1111/j.1083-6101.2007.00382.x Sacks, H. (1992). Lectures on conversation. Edited by G. Jefferson. Oxford: Blackwell Thelwall, M., Wilkinson, D., & Uppal, S. (2010). Data mining emotion in social network communication: Gender differences in MySpace. Journal of the American Society for Information Science and Technology, 61(1), 190-199. https://doi.org/10.1002/asi.21180 Trosborg, A. (1995). Interlanguage pragmatics: Requests, complaints, and apologies. Berlin: Mouton de Gruyter. Van Meenen, S. Customer complaints on the Twitter profiles of the NMBS and SNCF: a pragmatic and cross-cultural study. Unpublished MA Thesis, Ghent University, Netherlands. Vásquez, C. (2011). Complaints online: The case of TripAdvisor. Journal of Pragmatics, 43(6), 1707-1717. doi:10.1016/j.pragma.2010.11.007
Abstract
Şikayetler günlük iletişimin önemli bir
parçasıdır. Bilgisayarların günlük hayatımızdaki önemi arttıkça, şikayetler
bilgisayar ortamlı iletişimde de sıklıkla kullanılmaya başlandı. Bu şikayetler
özgün oldukları için edimbilim çalışmaları için çok değerlidirler. Bilgisayar
ortamlı ileşim içerisinde yapılan şikayetleri edimbilim açısından inceleyen az
sayıda çalışma vardır, bu yüzden bu çalışma TripAdvisor isimli bir sitede yazılan
100 adet Türkçe şikayeti incelemek için gerçekleştirilmiştir. Bu şikayet
yorumları Türkiye’nin güneyinde yer alan turistik bir şehir olan Antalya’daki
beş yıldızlı otellere yapılan yorumlardan alınmıştır. Bu oteller 2018 yılının
bu bölgedeki beş yıldızlı oteller arasında en fazla olumsuz yorum yapılan
otelleridir. Bulgular göstermiştir ki şikayetlerin çoğu (91 adet) dolaylı
şikayetlerdir, bir tanesi doğrudan ve diğer sekiz yorum her ikisini de
içermektedir. Ayrıca, şikayetlerin çoğunun (94 adet) içerisinde en az bir adet
farklı bir söz eylemi içerdiği bulunmuştur, ve tavsiye ve övgü bu şikayetlerle
en çok kullanılan sözeylemleri olarak tespit edilmiştir. Diğer tespit edilen
söz eylemler arasında şikayete değinme, o anki yazmaya değinme, pişmanlık ve
selamlama vardır. Son olarak, sık kullanılan kelimeler incelendiğinde, var ve
yok kelimeleri ile, kötü, berbat ve iğrenç kelimelerinin en sık kullanılan
kelimeler olduğu tespit edilmiştir. Sonuçlar hem Türkçe hem de İngilizce
dillerinde şikayetlerle ilgili yapılan önceki çalışmalar ışığında
tartışılmıştır.
References
- Amornchainon, S. & Jimarkon, P. Grumpy Men vs. Fussy Women: Differences in Online Complaints By Gender. In The 6th International Conference on Language and Communication (p. 307). Austin, J. L. (1962). How to do things with words. Oxford university press. Clarendon: Oxford. Baron, N. S. (1998). Letters by phone or speech by other means: the linguistics of email. Language & Communication , 18(2), 133–170. doi:10.1016/S0271-5309(98)00005-6 Bikmen, A., & Martı, L. (2013). A study of complaint speech acts in Turkish learners of English. Education and Science, 38(170), 253-265. Bodomo, A. B. (Ed.). (2009). Computer-Mediated Communication for Linguistics and Literacy: Technology and Natural Language Education: Technology and Natural Language Education. IGI Global. Boxer, D. (1989). Building rapport through indirect complaints: Implications for language learning. Working Papers in Educational Linguistics (WPEL), 5(2), 2. Cohen, A. D., & Olshtain, E. (1993). The production of speech acts by EFL learners. Tesol Quarterly, 27(1), 33-56. https://doi.org/10.2307/3586950 Cohen, A. D. (1996). Speech acts. Sociolinguistics and language teaching, New York: Cambridge University Press. Decock, S. & Depraetere, I. (2018). (In) directness and complaints: A reassessment. Journal of Pragmatics, 132, 33-46. https://doi.org/10.1016/j.pragma.2018.04.010 Decock, S. & Spiessens, A. (2017). Customer complaints and disagreements in a multilingual business environment. A discursive-pragmatic analysis. Intercultural pragmatics, 14(1), 77-115. DOI: https://doi.org/10.1515/ip-2017-0004 Deveci, T. (2003). A study on the use of complaints in the interlanguage of Turkish EFL learners. Unpublished MA thesis, Middle East Technical University, Turkey. Hartford, B. & Mahboob, A. (2004). Models of discourse in the letter of complaint. World Englishes, 23 (4), 585–600. https://doi.org/10.1111/j.0083-2919.2004.00378.x Heinemann, T., & Traverso, V. (2009). Complaining in interaction. Journal of Pragmatics, 12(41), 2381-2384. Herring, S. C., & Paolillo, J. C. (2006). Gender and genre variation in weblogs. Journal of Sociolinguistics, 10(4), 439-459. https://doi.org/10.1111/j.1467-9841.2006.00287.x Ishihara, N., & Cohen, A. D. (2014). Teaching and learning pragmatics: Where language and culture meet. Routledge. Koppel, M., Argamon, S., & Shimoni, A. R. (2002). Automatically categorizing written texts by author gender. Literary and Linguistic Computing, 17(4), 401-412. https://doi.org/10.1093/llc/17.4.401 Meinl, Marja E. (2013). Electronic complaints: an empirical study on British English and German complaints on eBay (Vol. 18). Frank & Timme GmbH. Nowson, S., Oberlander, J., & Gill, A. J. (2005). Weblogs, genres and individual differences. In Proceedings of the 27th Annual Conference of the Cognitive Science Society (pp. 1666–1671). Önalan, O., & Çakır, A. (2018). A Comparative Study on Speech Acts: Formal Complaints by Native Speakers and Turkish Learners of English. Eurasian Journal of Applied Linguistics, 4(2), 239-259. https://doi.org/10.32601/ejal.464128 Pedersen, S., & Macafee, C. (2007). Gender differences in British blogging. Journal of Computer-Mediated Communication, 12(4), 1472-1492. DOI:10.1111/j.1083-6101.2007.00382.x Sacks, H. (1992). Lectures on conversation. Edited by G. Jefferson. Oxford: Blackwell Thelwall, M., Wilkinson, D., & Uppal, S. (2010). Data mining emotion in social network communication: Gender differences in MySpace. Journal of the American Society for Information Science and Technology, 61(1), 190-199. https://doi.org/10.1002/asi.21180 Trosborg, A. (1995). Interlanguage pragmatics: Requests, complaints, and apologies. Berlin: Mouton de Gruyter. Van Meenen, S. Customer complaints on the Twitter profiles of the NMBS and SNCF: a pragmatic and cross-cultural study. Unpublished MA Thesis, Ghent University, Netherlands. Vásquez, C. (2011). Complaints online: The case of TripAdvisor. Journal of Pragmatics, 43(6), 1707-1717. doi:10.1016/j.pragma.2010.11.007
Details
| Primary Language | English |
|---|---|
| Subjects | Linguistics |
| Journal Section | Turkish language, culture and literature |
| Authors | |
| Publication Date | November 21, 2019 |
| Published in Issue | Year 2019 RumeliDE 2019.Ö6 - Bandırma Onyedi Eylül Üniversitesi Uluslararası Filoloji Çalışmaları Konferansı |
