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All Journal Jurnal Komunikasi Ultimacomm: Jurnal Ilmu Komunikasi
Eunike Iona Saptanti
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Languange, Linguistic, Communication & Media Social Sciences

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Analisis Manajemen Impresi Ma’ruf Amin dalam Debat Pilpres 2019 Eunike Iona Saptanti
Ultimacomm: Jurnal Ilmu Komunikasi Vol 12 No 2 (2020): UltimaComm
Publisher : Universitas Multimedia Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31937/ultimacomm.v12i2.1573

Abstract

The 2019 presidential election in Indonesia saw a rematch between incumbent Joko Widodo, known as Jokowi, and the same opponent as the 2014 election Prabowo Subianto. However, Jokowi has a new running mate in the 2019 election, an ulema (Islamic cleric) named Ma’ruf Amin. The presidential candidates and their running mates have to join the election debate required by the election commission. In the debate arena, it is important for the candidates to build a political image through arguments and understanding of some issues. Political images can be built through impression management In which certain impressions can display certain images. This research uses qualitative approaches and study case method. The impression management was analyzed according to the taxonomic framework of Jones and Pittman (1982) namely ingratiation, intimidation, self-promotion, exemplification, supplication. The results of this study indicate that Ma'ruf Amin was dominantly used the impression management strategy of self-promotion and ingratiation. This strategy was used because Ma'ruf Amin wanted to present himself as a candidate who is capable of becoming a vice president for the 2019-2024 tenure. This strategy is seen through his self-claimed capabilities by saying the programs that will be implemented, as well as Jokowi’s performance over his five years of leadership. Keywords: dramaturgy, impression management, Political PR, Presidential Election
Implementation of Intercultural Communication Competence in Global Airline Services: A Case Study of Emirates Airline Tiara Ayu Permatasari; Eunike Iona Saptanti
Jurnal Komunikasi Vol 20, No 1 (2026): Maret
Publisher : Prodi Ilmu Komunikasi UTM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21107/ilkom.v20i1.34309

Abstract

Efforts to accommodate global customer mobility often give rise to miscommunication in aviation services due to cultural disparities. Airline personnel are expected to possess effective communication competencies to navigate differences in language, values, and cultural norms to enhance customer satisfaction. This study aims to analyze the intercultural communication strategies implemented by Emirates Airline customer service in identifying the needs of customers from diverse cultural backgrounds and to evaluate the application of Intercultural Communication Competence (ICC). To comprehend lived experiences of the subjects, this research employs a descriptive qualitative approach. Data were collected through in-depth interviews with three customer service staff, selected through purposive sampling. The findings indicate that ICC is a mechanism in navigate Customer Services in facing cultural differences. Synchronization between Motivation, Knowledge and Skills has to be daily customer services practices. Motivation act as a internal drive and as an effort to respecting diversity. Intercultural knowledge provides foundation that enabled staff interpret values, norm, and language proficieny. Skills adapt verbal and nonverbal cues, as well as avoids misunderstanding. Aligned with Samovar, intercultural communication can be succeed if there are willingness to learn and integrating system to enhance service quality, satisfaction, and loyalty within the competitive international aviation industry.Keywords: Intercultural Communication; Customer Service; Communication Competence; Service Strategy; Emirates Airlines. 
Co-Authors Tiara Ayu Permatasari