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All Journal Jurnal Kiprah Proceedings of International Conference on Da'wa and Communication Instal : Jurnal Komputer Proceeding International Conference on Malay Identity Journal of Language Education Al Ghafur : Jurnal Ilmiah Pengabdian Kepada Masyarakat Proceeding Of International Conference On Education, Society And Humanity
Rosida, Sisi
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Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences

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Journal : Proceeding International Conference on Malay Identity

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Speech Acts in E-Commerce Customer Service: A Library Research on Pragmatic Strategies in Digital Communication Fitriani, Eka Surya; Rosida, Sisi; Fadlan, Ahmad; Sylvana, Lestari
Proceeding International Conference on Malay Identity The 2nd International Seminar on Language, Literature, Education, Arts and Culture
Publisher : Jurusan Sejarah, Seni, dan Arkeologi, FKIP, Universitas Jambi

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Abstract

This study investigates the use of speech acts in customer service conversations on Shopee, focusing on problem resolution and consumer complaints. Through a library research approach, the study examines existing literature on pragmatics and speech act theory, analyzing how directives, commissives, and expressives are used in managing customer service interactions in ecommerce platform such as Shopee, Lazada and Tokopedia. By reviewing relevant studies on speech acts in digital communication and customer service contexts, this research identifies common patterns and strategies employed by customer service representatives to address complaints and ensure customer satisfaction. The findings provide theoretical insights into the role of speech acts type such as expressive, directive and representative in e-commerce communication, contributing to a deeper understanding of effective customer service practices in shopping online platforms.
Co-Authors Ardilla, Febby Badawi, Afif Eka Putra Eka Surya Fitriani Fadlan, Ahmad Hernawati, Dilla Losi, Rizky Vita Nasution, M. Rafly Nasution, Muhammad Muslim Rahayu, Yoni Ramadani, Mutiara Rizky Bukit, Maynaldo Rizky Vita Losi Sri Wahyuni Sylvana, Lestari Yunus, Rusyda Nazhirah Zahra, Putri