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Journal : JOLLT Journal of Languages and Language Teaching

A Pragmatic Analysis of Politeness Maxims in Indonesian Online Customer Service Interactions Jawas, Effa Chalisah; Yanti, Dewi; Hizbullah , Nur
Journal of Languages and Language Teaching Vol. 13 No. 4 (2025): October
Publisher : Universitas Pendidikan Mandalika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33394/jollt.v13i4.15258

Abstract

This study aims to analyze the application of Leech's politeness principles (1983) in conversations between customer service agents and customers at a property rental company, TRV (company initials), conducted via live chat. Using a qualitative approach, the research identifies and classifies the politeness maxims used in 12 selected chat interactions over a three-month period. The findings reveal that all six of Leech's politeness maxims—tact, generosity, approbation, modesty, agreement, and sympathy—are present in the data. Among them, the modesty and sympathy maxims are the most frequently used found during the searching for the sources, highlighting the importance of humility and empathy in customer service communication. The agreement maxim also plays a significant role in facilitating mutual understanding, particularly regarding scheduling and service costs. Overall, the study demonstrates that the application of politeness principles contributes to improving communication quality, fostering harmonious relationships, and enhancing the overall customer experience. This implication provides for further recommendation in online customer service replies to be standardized by the company in terms of politeness.
Co-Authors Afni, Vernia Nur Andriani, Ulan Anugrah, Rifqi Arrey, Mbaze-Ebock Vivian Arya Arya, Arya Astrid, Astrid Azizah, Ummi Nasryatul Baehaqi Baihaqi, M. 'Azizan 'Azmani Bangun, Deby Regina Br. D.P, Karismayanti Dalimunthe, Femmy Indriany Dalimunthe, Mohammad Yusuf Denny, Agustinus Deti, Deti Dina Yunita, Dina Dwiana, Nidia Nur Fadhilah, Raihani Nur Fahira, Tasya Yasmin Fariza, Surya Tama Fathanah, Dinda Firman Firman Fitriana, Dina Hafifa, Nur Hafizi, M. Zainul Hikmah, Bintan Wahdatul Hizbullah , Nur Hosea Ringkat, Glenn Fernando Hotimah, Wiwin Husnul Hutabarat, Jelita Silvia Indradewa, Rhian Indriani Indriani, Kasil Sri Irwansyah Irwansyah Iskandari, Yuli Istikoma Istikoma Januarti, Woro Jawas, Effa Chalisah Limbong, Christine Herawati Liyushiana, Liyushiana Lubis, Muhammad Rizki Maharani, Agisti Mahdi, Agus Nur Manalu, Arie Afandi Marbun, Safira Septy Vani Matovani, Galuh Muhammad Khadry Muhammad, Iman Nadlifuddin, Mohammad Ilham Napitupulu, Inda Triwana Ngatemin Nisa, Jihan Luthfun Nurfatika, Lingga Ayu Salma nurhuda, zamzam Octariadi, Barry Ceasar Oktaviani, Diah Ayu Panjaitan, Ananda Pratiwi Prayogi, Budi Pujiati, Tri Puspitasari Puspitasari Putri, Annysa Gea Putri, Nafi’ Kharisma Rachmad Hidayat Rahmad Solling Hamid Rahmat Prayogi, Rahmat Rahmina, Faza Alya Ramadhan, Ikhlas Ramadhanita, Rizqa Rezeki, Syailendra Reza Irwansyah Rijal, Ibnu Rizkiyah, Putri Rosari, Dina Rosidah , Ani Roy , Dedi S, Repa Fajriyani Salam, Badri Santika, Serly Sanusi Sanusi Saragih, Yoana Romauli Sarlini, Heti Savitri, Mersya Nurina Seran, Ary Setiawan Siahaan, Sonia Trifosa Sianipar, Christina Indriany Sibarani, Putra Adrian Sidik, Alpin Nur Siregar, Fitri Siti Nurhayati Sitinjak, Septi Anggina Sri Hartati SRI RAHAYU Subagja, Agus Dedi Sulla, Franklin Yohanes Suyatno Suyatno Tamami, Rahman Tawa, Tegar Putra Triadi, Rai Bagus Umaira, Putri Nabilah Virginia, Alfanny Widayanti, Erina Yasir Mubarok Yoganindhito, Dwi Adi Kusumo