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Budi Purnomo
Sekolah Tinggi Pariwisata Sahid Surakarta
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Journal : Journal of Pragmatics Research

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Politeness Strategies in WhatsApp Cancellation Messages: A Socio-Pragmatic Analysis in the Central Java Tourism Industry Purnomo, Budi; Widarwati, Nunun Tri
Journal of Pragmatics Research Vol. 7 No. 2 (2025): Journal of Pragmatics Research
Publisher : UIN Salatiga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18326/jopr.v7i2.286-311

Abstract

This study investigates the politeness strategies employed by Indonesian hotel and travel agent reservation staff in responding to reservation cancellations communicated via WhatsApp by prospective guests and tourists. Focusing on service providers’ responses, the study explores how politeness is pragmatically constructed in informal digital interactions within the Central Java tourism industry. Drawing on Brown and Levinson’s politeness theory, the research employs a qualitative descriptive method. Data were collected from authentic WhatsApp conversations between service staff and Indonesian clients, particularly concerning cancellation messages initiated by the clients. The analysis reveals the dominant use of both negative and positive politeness strategies, including indirect expressions, apologies, expressions of gratitude, empathy, and hedging. These strategies reflect culturally grounded efforts to maintain social harmony, express professionalism, and mitigate face-threatening acts. Linguistic features such as mohon maaf sebelumnya (“we apologize in advance”) and personalized honorifics like Pak, Bu, Mas, and Mbak, alongside informal tones, illustrate the hybrid nature of politeness in digital service discourse in Central Java. The study demonstrates that politeness functions as both a linguistic and strategic tool for managing client relationships and that it embodies the high-context communicative norms of Javanese culture. These findings contribute to a socio-pragmatic understanding of politeness in mediated tourism communication and offer practical insights for improving client engagement in digital service encounters.
Co-Authors Abdul Aziz Achmad Achmad Adawia, Robiatul Adi Saputra, Muhammad Adiningrat, Feru Ahmad Jaeni Ahmad Syarif Amani, Akbar Riskal Amir Syarifuddin Andre Mustofa Meihan Anny Wahyuni Arin Arianti Azizah, Ifah Badriul Hegar Bayu Hendro Wicaksono Betty Gama Buaton, Tiarsen Chandra, Purwanto Desy Rosmalinda Diah Arimbi Disvia, Firstika Memoliana Edy Riyanto Fachry Abda El Rahman Faradina, Anggia Giyatmi Giyatmi Hawarulaini, Latifa Heridadi, Heridadi Hermawan , Devi Husain, Bahtiar Ikhwan, Reki Dwi Nur Imas Purnamasari Indrayani, Nelly Indrayani, Nelly - Indri Astuti, Purwani Joko Susilo Junita Yosephine Sinurat Juwita, Rani Karuniasari, Sara Khoiruzzadi, Muhammad Kiswaga, Godlove Elioth Kurniawan, Ratna Dwi Maithryasari, Ni Luh Putu Manullang, Anny Rutmauli Mareta, Yoan MSU Adji, MSU Muhammad Adi Saputra Munifah, Siti Mustofa Meihan, Andre N, Melisa Cefcuty. Nababan, Cendana NR Nagieb, Moch Nainggolan, Melisa Cefcuty Nisa, Nazifatun Nugraha Nugraha Nunun Tri Widarwati Nur Apandi, R Nelly Nurlidianti, Nurlidianti Oktaniati, Ovi Pabidang, Siswanto Pangestu, Juan Felix Purnomo , Budi Purwanto Purwanto Purwanto Purwanto Putri, Cahaya Putri, Viona Audia Rahmanda Putri, Nopella Rahmanda, Teguh Ramadhani, Ingga Cantika Ratih Wijayava Rokhmat, Rokhmat Romaito, Romaito Santi Anggraeni Sari M. Sitinjak, Intan sari, nadia indah Sari, Rika Permata Sigit Widiyarto Sihotang, Susi Masrolika Sijabat, Panderaja Siregar, Isrina Siregar, Isrina - Sireger, Isrina - Sitinjak, Widia Priscila Soraya, Ade Suci Meilany Suetha, Dwi Ayu Sugianto Sugianto Suriani, Titi Susnayanti, Susnayanti Teguh Prasetyo Tri Widarwati, Nunun Unun Pratiwi, Veronika Vigim, Jaqolina Anggraeni Yoga, Muhammad Septian Yollanda Octavitri Yulia Sari Dewi Kusumawati Yulianty, Puspa Dewi yulisa geni, bias Yuris Bahadur Wirawan, Yuris Bahadur Zakaria, Yolanda