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POLITENESS IN ONLINE COMMUNICATION: RETAILER-CLIENT INTERACTION
Corresponding Author(s) : Tengku Intan Suzila Tengku Sharif
Humanities & Social Sciences Reviews,
Vol. 7 No. 2 (2019): March
Abstract
Purpose of the study: The paper aims to unfold politeness in online communication among retailers and clients and debates some ways where cultural values of communication can be taught and thus re-learned.
Methodology: The qualitative approach was adopted where discourse analysis method used to review and analyse the updates and comments from Facebook and WhatsApp of conveniently collected data for this study.
Main Findings: The study suggest a deterioration of cultural values in communication is at an alarming level among retailers and clients in online communication.
Applications of this study: The study will benefit online businesses. Area of studies include business management and communication. Other sub- areas include culture and ethic relations.
Novelty/Originality of this study: The study is new to Malaysian business context where multi-racial and multilingual environment play significant roles.
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- Arendholz, J. (2013). (In) Appropriate Online Behaviour: A Pragmatic Analysis of Message Board Relations. Amsterdam: John Benjamin Publication Company. DOI: https://doi.org/10.1075/pbns.229
- Brennan, S. E. & Ohaeri, J. O. (1999). “Why do Electronic Conversations Seem Less Polite? The Costs and Benefits of Hedging.†Proceedings, International Joint Conference on Work Activities, Coordination, and Collaboration (WACC ’99), 227-235, San Francisco, CA. DOI: https://doi.org/10.1145/295665.295942
- Chen, G. M. & Ng, Y.M.M. (2016). Third-person perception of online comments: Civil ones persuade you more than me. Computers in Human Behavior. 55, 736-742 Accessed April 15, 2017. https://doi.org/10.1016/j.chb.2015. 10.014 DOI: https://doi.org/10.1016/j.chb.2015.10.014
- Chen, G. M. & Ng, Y.M.M. (2017). Nasty online comments anger you more than me, but nice ones make me as happy as you. Computers. 71, 181-188. Accessed April 15, 2017. https://doi.org/10.1016/j.chb.2017. 02.010 DOI: https://doi.org/10.1016/j.chb.2017.02.010
- Crystal, D. (2001). Language and Internet. Edinburgh: Cambridge University Press. DOI: https://doi.org/10.1017/CBO9781139164771
- Crystal, D. (2011). Internet Linguistics. New York: Routledge. DOI: https://doi.org/10.4324/9780203830901
- Ernisa Marzuki. (2013). Linguistic Features in SMS Apologies by Malay Native Speakers. GEMA Online® Journal of Language Studies 179 13(3), Retrieved from http://journalarticle. ukm.my/6601/1/4228-9737-1-SM.pdf
- Haugh M. and Watanabe, Y. (2017). In Vine, B. (ed.). (Im)politeness theory in book: Handbook of Language in the Workplace. London: Routledge. pp.65-76 DOI: https://doi.org/10.4324/9781315690001-7
- Hermes Katz M. (2016) Politeness Theory and the Classification of English Speech Acts Politeness Theory and the Classification of English Speech Acts. Unpublished thesis. http://summit.sfu.ca/item/16605
- Kujath, C. L. (2011). “Facebook and Myspace: Complement or Substitute for Face-To-Face Interaction?†Cyberpsychology, Behaviour, And Social Networking 14:75-8. https://doi: 10.1089/cyber.2009.031 DOI: https://doi.org/10.1089/cyber.2009.0311
- Mak B.C.N. and Lee C. (2015). Swearing Is E-Business: Expletives in Instant Messaging in Hong Kong Workplaces. In: Darics E. (ed) Digital Business Discourse. London: Palgrave Macmillan. https://doi.org/10.1057 /9781137405579_7 DOI: https://doi.org/10.1057/9781137405579_7
- Maras, M. H. (2012). Computer Forensic. London: Jones and Barlett Learning International.
- Om Prakash and Rajesh Kumar (2017). Linguistic (Im)politeness and Public Discourse in Media Sphere. International Journal of Innovations in TESOL and Applied Linguistics 3(1).
- Rapp, A., Beitelspacher, S., Dhruv G., Hughes, D. E. (2013). Understanding social media effects across seller, retailer, and consumer interactions. Journal of the Academy of Marketing Science. September 2013, Volume 41, Issue 5, pp 547–566 DOI: https://doi.org/10.1007/s11747-013-0326-9
- Redmond, M. V. (2015). Face and Politeness Theories. English Technical Reports and White Papers. 2. http://lib.dr.iastate.edu/engl_reports/2
- Rosner, L., Winter, S., and Kramer, N. C. (2016). Dangerous minds? Effects of uncivil online comments on aggressive cognitions, emotions, and behaviour. Computers in Human Behavior. 58, 461-470 https://doi.org/10.1016/ j.chb .2016.01.022 DOI: https://doi.org/10.1016/j.chb.2016.01.022
- Samoriski, J. (2002). Issues in Cyberspace. Boston: Allyn and Bacon.
- Shortis, T. (2001). The Language of ICT. London: Routledge.
References
Arendholz, J. (2013). (In) Appropriate Online Behaviour: A Pragmatic Analysis of Message Board Relations. Amsterdam: John Benjamin Publication Company. DOI: https://doi.org/10.1075/pbns.229
Brennan, S. E. & Ohaeri, J. O. (1999). “Why do Electronic Conversations Seem Less Polite? The Costs and Benefits of Hedging.†Proceedings, International Joint Conference on Work Activities, Coordination, and Collaboration (WACC ’99), 227-235, San Francisco, CA. DOI: https://doi.org/10.1145/295665.295942
Chen, G. M. & Ng, Y.M.M. (2016). Third-person perception of online comments: Civil ones persuade you more than me. Computers in Human Behavior. 55, 736-742 Accessed April 15, 2017. https://doi.org/10.1016/j.chb.2015. 10.014 DOI: https://doi.org/10.1016/j.chb.2015.10.014
Chen, G. M. & Ng, Y.M.M. (2017). Nasty online comments anger you more than me, but nice ones make me as happy as you. Computers. 71, 181-188. Accessed April 15, 2017. https://doi.org/10.1016/j.chb.2017. 02.010 DOI: https://doi.org/10.1016/j.chb.2017.02.010
Crystal, D. (2001). Language and Internet. Edinburgh: Cambridge University Press. DOI: https://doi.org/10.1017/CBO9781139164771
Crystal, D. (2011). Internet Linguistics. New York: Routledge. DOI: https://doi.org/10.4324/9780203830901
Ernisa Marzuki. (2013). Linguistic Features in SMS Apologies by Malay Native Speakers. GEMA Online® Journal of Language Studies 179 13(3), Retrieved from http://journalarticle. ukm.my/6601/1/4228-9737-1-SM.pdf
Haugh M. and Watanabe, Y. (2017). In Vine, B. (ed.). (Im)politeness theory in book: Handbook of Language in the Workplace. London: Routledge. pp.65-76 DOI: https://doi.org/10.4324/9781315690001-7
Hermes Katz M. (2016) Politeness Theory and the Classification of English Speech Acts Politeness Theory and the Classification of English Speech Acts. Unpublished thesis. http://summit.sfu.ca/item/16605
Kujath, C. L. (2011). “Facebook and Myspace: Complement or Substitute for Face-To-Face Interaction?†Cyberpsychology, Behaviour, And Social Networking 14:75-8. https://doi: 10.1089/cyber.2009.031 DOI: https://doi.org/10.1089/cyber.2009.0311
Mak B.C.N. and Lee C. (2015). Swearing Is E-Business: Expletives in Instant Messaging in Hong Kong Workplaces. In: Darics E. (ed) Digital Business Discourse. London: Palgrave Macmillan. https://doi.org/10.1057 /9781137405579_7 DOI: https://doi.org/10.1057/9781137405579_7
Maras, M. H. (2012). Computer Forensic. London: Jones and Barlett Learning International.
Om Prakash and Rajesh Kumar (2017). Linguistic (Im)politeness and Public Discourse in Media Sphere. International Journal of Innovations in TESOL and Applied Linguistics 3(1).
Rapp, A., Beitelspacher, S., Dhruv G., Hughes, D. E. (2013). Understanding social media effects across seller, retailer, and consumer interactions. Journal of the Academy of Marketing Science. September 2013, Volume 41, Issue 5, pp 547–566 DOI: https://doi.org/10.1007/s11747-013-0326-9
Redmond, M. V. (2015). Face and Politeness Theories. English Technical Reports and White Papers. 2. http://lib.dr.iastate.edu/engl_reports/2
Rosner, L., Winter, S., and Kramer, N. C. (2016). Dangerous minds? Effects of uncivil online comments on aggressive cognitions, emotions, and behaviour. Computers in Human Behavior. 58, 461-470 https://doi.org/10.1016/ j.chb .2016.01.022 DOI: https://doi.org/10.1016/j.chb.2016.01.022
Samoriski, J. (2002). Issues in Cyberspace. Boston: Allyn and Bacon.
Shortis, T. (2001). The Language of ICT. London: Routledge.