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Move and error analysis of responses to complaints written by Thai hotel staff and EFL students |
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| รหัสดีโอไอ | |
| Title | Move and error analysis of responses to complaints written by Thai hotel staff and EFL students |
| Creator | Tawasin Soratcha |
| Contributor | Chanika Gampper, Advisor |
| Publisher | Thammasat University |
| Publication Year | 2568 |
| Keyword | Discourse analysis, Move analysis, English for specific purpose, Hospitality |
| Abstract | The hotel industry is one of the important sectors in the Thai economy where the image of tourism is highly affected by the opinions and reviews of the guests on online platforms. The study objectives are as follows: 1) examine Thai hotel staff and Thai EFL students’ analysis of customer complaint response procedures, 2) compare the similarities and differences of complaint response procedures and methods between Thai hotel staff and EFL students, and 3) analyses grammatical errors of Thai students. The sample was 35 real negative complaints from five-star hotels in Thailand on TripAdvisor and 35 fake complaints from EFL students. The research tools were online data collection guidelines and complaint simulations. The process analysis framework of Panseta and Watson Todd (2014) guided the data analysis. The opening, complaint handling and closing steps were similar in process structure between hotel staff and students, but students were inconsistent in particular steps such as greeting and offering solutions. Besides, the Thai hotel staff were more accurate in applying professional standard procedures, particularly in saying thank you and apologizing, than the students. The data points to a gap in practical competence. In addition, the research findings also showed that... Grammatical errors of Thai students are also similar to those of Yongjiranon (2010). The results of the research can be a guideline in the development of an English language curriculum for hotel and hospitality industries that is relevant to the real-world work context. |
