A dissertation submitted to the Faculty of Arts in fulfillment of the requirements for the Degree of Doctor Of Philosophy in the Department of African Languages at the University Of Zululand, 2016 / The aim of this study was to investigate politeness within the isiZulu speaking community. The study focused on the understanding of politeness within the target community (Umlazi Township) and whether this understanding has changed over the past generation. It also examined if males and females exhibit and value politeness differently. Finally, the study investigated which of the existing Western/non-Western models of politeness are relevant for describing the politeness phenomena in the target community. This study was conducted through the realisation of the speech acts of requests and apologies focusing on the variables of age, status and social distance. In order to achieve triangulation, qualitative and quantitative methods of data collection were used. These comprised of observation of domestic and educational contexts, interviews with cultural/religious leaders, discourse completion tasks (DCTs) and interviews with families. My findings reveal that the understanding of politeness phenomena within the target community is more in keeping with that of other non-Western cultures than in Western cultures. Females are found to exhibit more polite behaviours than males. Furthermore, the general understanding of politeness over the past generation has remained more or less constant.

For many years, El Salvador and Guatemala were submerged in brutal and bloody conflicts that cost the lives of tens of thousands. United Nations-brokered Peace Accords officially brought the years of violence to an end in 1992 and 1996, respectively. As the two countries slowly emerged from their respective Cold War-inspired internal conflicts, the question of what place the past would have in the present came to the fore. This dissertation explores the way past violence is talked about in the public sphere. It analyzes post-Peace Accords public discourse in both countries, with a particular focus on the issues of memory, forgetting, truth, reconciliation, and related terms. It examines the different tasks memory and truth were assigned in the Peace Accords, especially in relation to the truth/truth-like commissions created out of those accords, and in the years since, and looks at the language those who reject memory and truth use to oppose them. This dissertation argues that a common discursive framework exists in Guatemala that dictates that all sectors must insist on the importance of remembering the violence to prevent repetition. This is the human rights community's discourse, but it is one which even conservatives who wish for forgetting must repeat. Conservatives can only promote forgetting within the limits of this discursive framework, and they do so by talking about amnesty, perdón (pardon/forgiveness), and reconciliation. The situation in El Salvador is different. There is no common discursive framework that demands memory to prevent repetition and promote reconciliation. Rather than this, conservatives openly insist on amnesty and amnesia, while the human rights community insists on truth and memory. The discursive battle between forgetting and truth is El Salvador's discursive framework. Yet talking about memory, truth, reconciliation, and related topics leaves space to promote different truths, memories, or narratives of the past. This, indeed, is precisely what happens in both countries as different sectors actively promote their own truth, memory, or narrative, especially at moments of rupture or when their truth or discourse is challenged, as in 2012 when Salvadoran president Mauricio Funes asked for perdón for the El Mozote massacre and during Guatemala's 2013 genocide trial. Running throughout the discussion about discourse and discursive frameworks is a critique of the insistence on the existence of one truth, memory, or narrative of the past. This is the foundation on which truth and truth-like commissions are built. Yet rather than focusing on the truth of the past, this dissertation argues that the process of openly talking about the past and sharing truths and experiences will do more to contribute to reconciliation and non-repetition than insisting that there is and can only be one truth and that everyone must embrace it.

No description available.

This study analyzes the apologies presented by Intel Corporation as a response to the Pentium™ microprocessor controversy. Dr. Andrew Grove's November 27,1994, Internet posting to the comp.sys.intel usegroup and Intel's December 20,1994, press release are analyzed using the methods of genre criticism. Further, a situational analysis is presented of the exigence and the audience. The exigence is represented by the relationship of society to technology while the audience is Internet users. This analysis attempts to demonstrate how situational factors constrain discourse related to technological flaws.

When learning a second language, there are elements of a learner's native language that can transfer and are exhibited during production in the second language. This can extend not only to the way things are said but even to gestures that are language- and speech-act-specific. However, there is evidence that the same can occur backwards, that is to say that elements of a second language can be exhibited during production of one's native language (Pavlenko and Jarvis, 2002). This study focuses on English L1 learners of Japanese who have spent significant time both in country and learning the language to see if they exhibit Japanese tendencies when performing apologies in their native English. Comparisons between those with no Japanese experience were made with those who had extensive Japanese experience. Through video recordings of 45 participants engaging in six apology-induced scenarios (non-Japanese, n=24; Japanese, n=21), the participants showed that backward transfer occurs with repetition of IFIDs and nonverbal cues. Further research through different methods can be more telling.

Não respostas são comuns na vida cotidiana, especialmente quando as pessoas interagem em mercados C2C (consumer-to-consumer). Consumidores estão suscetíveis a diferentes desfechos sempre que oferecem algo no mercado ou estabelecem comunicação com outros consumidores e empresas. Às vezes, suas ofertas têm sucesso, às vezes elas são explicitamente rejeitadas, e outras vezes elas ficam no "vácuo". Essa tese defende que não respostas levam as pessoas a reagirem de forma mais intensa do que em respostas negativas, por meio de diferentes processos de atribuição. Cinco estudos em quatro contextos diferentes trazem evidências do efeito e apresentam fatores que influenciam a interpretação e as reações à não resposta. O estudo 1A exibe o efeito da não resposta no contexto de encontros online. Ele mostra que as pessoas estão mais dispostas a mudar quando enfrentam uma não resposta do que uma resposta negativa. O estudo 1B amplia os resultados do primeiro experimento, no entanto, os participantes avaliaram uma situação envolvendo outra pessoa, ao invés de a si próprios. Este estudo também controlou o sexo da pessoa que não recebeu resposta. Além disso, os dois primeiros estudos demonstram que a autoestima modera o efeito de não resposta na intenção comportamental. O estudo 2 replica os resultados dos primeiros estudos, avaliando inferências sobre o comportamento das pessoas imediatamente após respostas negativas e não respostas frente a uma experiência malsucedida de venda de carro online. O estudo 2 revela o papel mediador do interesse percebido sobre a influência da não resposta na intenção comportamental. O estudo 3 força as pessoas a atribuírem responsabilidade pelos resultados de uma tentativa malsucedida de aluguel de casa on-line, mostrando evidências do papel moderador do locus da responsabilidade sobre a intenção comportamental após uma não resposta. Não respostas levam a uma maior atribuição de responsabilidade à outra parte, no entanto, um pedido de desculpas da empresa para a não reposta do consumidor, reverte este efeito. Finalmente, o estudo 4 mostra que o efeito da não resposta desaparece quando o esforço é controlado. Os resultados trazem evidências de que quanto maior o esforço empregado em uma resposta, maior a percepção de interesse e qualidade da oferta. No entanto, a obrigação em responder diminui a percepção de esforço da resposta. Quanto maior esforço percebido, maior a atribuição de interesse. / No-replies are common in everyday life, especially when individuals interact in C2C (consumer-to-consumer) markets. When consumers participate in the marketplace and interact with sellers or other consumers, they may encounter various kinds of outcomes. Sometimes offerings may succeed, while other times they are explicitly declined. But it is also possible that offerings are met with a “cold shoulder”, where no explicit acceptance or rejection response is given. I posit that no-replies lead individuals to stronger attitudinal reactions than negative replies, because of different attributional process. Five studies in four different contexts show evidence of the effect of no-reply and demonstrate factors that influence the interpretation and the reactions after consumers do not receive replies. Study 1A shows the effect of no-reply in the online dating context, that individuals are more willing to react when facing no-reply than a negative reply. Study 1B broaden the results of the first experiment but in a context of speculated reaction from a third party instead of the participant’s own reaction. This study also controlled for gender as a potential factor. These first two studies demonstrate that self-esteem moderates the effect of no-reply on behavioral intentions. Study 2 replicates the results of the first studies, assessing individuals’ attributions and behavior immediately after to the encounter to negative and no-replies in an online car selling scenario. Study 2 reveals the mediating role of attributions on the influence of a no-reply on behavioral intentions. In study 3 participants attribute responsibility for the outcomes of an unsuccessful online house rental, showing evidence for the moderating role of locus of responsibility on behavioral intentions after unreplies. No-replies lead to higher attribution of self-responsibility to the outcome; however, company’s apologies for consumer’s no-reply overturn the effect. Finally, study 4 shows that the effect of no-replies on attributions disappears when perceived effort from the opposite party is low. The results show evidence that the higher effort is employed in replying, the higher perception of interest and quality of the offer. However, the obligation for the effort attenuates the perception of effort. As higher effort is perceived better the attributions to the offer.

Não respostas são comuns na vida cotidiana, especialmente quando as pessoas interagem em mercados C2C (consumer-to-consumer). Consumidores estão suscetíveis a diferentes desfechos sempre que oferecem algo no mercado ou estabelecem comunicação com outros consumidores e empresas. Às vezes, suas ofertas têm sucesso, às vezes elas são explicitamente rejeitadas, e outras vezes elas ficam no "vácuo". Essa tese defende que não respostas levam as pessoas a reagirem de forma mais intensa do que em respostas negativas, por meio de diferentes processos de atribuição. Cinco estudos em quatro contextos diferentes trazem evidências do efeito e apresentam fatores que influenciam a interpretação e as reações à não resposta. O estudo 1A exibe o efeito da não resposta no contexto de encontros online. Ele mostra que as pessoas estão mais dispostas a mudar quando enfrentam uma não resposta do que uma resposta negativa. O estudo 1B amplia os resultados do primeiro experimento, no entanto, os participantes avaliaram uma situação envolvendo outra pessoa, ao invés de a si próprios. Este estudo também controlou o sexo da pessoa que não recebeu resposta. Além disso, os dois primeiros estudos demonstram que a autoestima modera o efeito de não resposta na intenção comportamental. O estudo 2 replica os resultados dos primeiros estudos, avaliando inferências sobre o comportamento das pessoas imediatamente após respostas negativas e não respostas frente a uma experiência malsucedida de venda de carro online. O estudo 2 revela o papel mediador do interesse percebido sobre a influência da não resposta na intenção comportamental. O estudo 3 força as pessoas a atribuírem responsabilidade pelos resultados de uma tentativa malsucedida de aluguel de casa on-line, mostrando evidências do papel moderador do locus da responsabilidade sobre a intenção comportamental após uma não resposta. Não respostas levam a uma maior atribuição de responsabilidade à outra parte, no entanto, um pedido de desculpas da empresa para a não reposta do consumidor, reverte este efeito. Finalmente, o estudo 4 mostra que o efeito da não resposta desaparece quando o esforço é controlado. Os resultados trazem evidências de que quanto maior o esforço empregado em uma resposta, maior a percepção de interesse e qualidade da oferta. No entanto, a obrigação em responder diminui a percepção de esforço da resposta. Quanto maior esforço percebido, maior a atribuição de interesse. / No-replies are common in everyday life, especially when individuals interact in C2C (consumer-to-consumer) markets. When consumers participate in the marketplace and interact with sellers or other consumers, they may encounter various kinds of outcomes. Sometimes offerings may succeed, while other times they are explicitly declined. But it is also possible that offerings are met with a “cold shoulder”, where no explicit acceptance or rejection response is given. I posit that no-replies lead individuals to stronger attitudinal reactions than negative replies, because of different attributional process. Five studies in four different contexts show evidence of the effect of no-reply and demonstrate factors that influence the interpretation and the reactions after consumers do not receive replies. Study 1A shows the effect of no-reply in the online dating context, that individuals are more willing to react when facing no-reply than a negative reply. Study 1B broaden the results of the first experiment but in a context of speculated reaction from a third party instead of the participant’s own reaction. This study also controlled for gender as a potential factor. These first two studies demonstrate that self-esteem moderates the effect of no-reply on behavioral intentions. Study 2 replicates the results of the first studies, assessing individuals’ attributions and behavior immediately after to the encounter to negative and no-replies in an online car selling scenario. Study 2 reveals the mediating role of attributions on the influence of a no-reply on behavioral intentions. In study 3 participants attribute responsibility for the outcomes of an unsuccessful online house rental, showing evidence for the moderating role of locus of responsibility on behavioral intentions after unreplies. No-replies lead to higher attribution of self-responsibility to the outcome; however, company’s apologies for consumer’s no-reply overturn the effect. Finally, study 4 shows that the effect of no-replies on attributions disappears when perceived effort from the opposite party is low. The results show evidence that the higher effort is employed in replying, the higher perception of interest and quality of the offer. However, the obligation for the effort attenuates the perception of effort. As higher effort is perceived better the attributions to the offer.

Não respostas são comuns na vida cotidiana, especialmente quando as pessoas interagem em mercados C2C (consumer-to-consumer). Consumidores estão suscetíveis a diferentes desfechos sempre que oferecem algo no mercado ou estabelecem comunicação com outros consumidores e empresas. Às vezes, suas ofertas têm sucesso, às vezes elas são explicitamente rejeitadas, e outras vezes elas ficam no "vácuo". Essa tese defende que não respostas levam as pessoas a reagirem de forma mais intensa do que em respostas negativas, por meio de diferentes processos de atribuição. Cinco estudos em quatro contextos diferentes trazem evidências do efeito e apresentam fatores que influenciam a interpretação e as reações à não resposta. O estudo 1A exibe o efeito da não resposta no contexto de encontros online. Ele mostra que as pessoas estão mais dispostas a mudar quando enfrentam uma não resposta do que uma resposta negativa. O estudo 1B amplia os resultados do primeiro experimento, no entanto, os participantes avaliaram uma situação envolvendo outra pessoa, ao invés de a si próprios. Este estudo também controlou o sexo da pessoa que não recebeu resposta. Além disso, os dois primeiros estudos demonstram que a autoestima modera o efeito de não resposta na intenção comportamental. O estudo 2 replica os resultados dos primeiros estudos, avaliando inferências sobre o comportamento das pessoas imediatamente após respostas negativas e não respostas frente a uma experiência malsucedida de venda de carro online. O estudo 2 revela o papel mediador do interesse percebido sobre a influência da não resposta na intenção comportamental. O estudo 3 força as pessoas a atribuírem responsabilidade pelos resultados de uma tentativa malsucedida de aluguel de casa on-line, mostrando evidências do papel moderador do locus da responsabilidade sobre a intenção comportamental após uma não resposta. Não respostas levam a uma maior atribuição de responsabilidade à outra parte, no entanto, um pedido de desculpas da empresa para a não reposta do consumidor, reverte este efeito. Finalmente, o estudo 4 mostra que o efeito da não resposta desaparece quando o esforço é controlado. Os resultados trazem evidências de que quanto maior o esforço empregado em uma resposta, maior a percepção de interesse e qualidade da oferta. No entanto, a obrigação em responder diminui a percepção de esforço da resposta. Quanto maior esforço percebido, maior a atribuição de interesse. / No-replies are common in everyday life, especially when individuals interact in C2C (consumer-to-consumer) markets. When consumers participate in the marketplace and interact with sellers or other consumers, they may encounter various kinds of outcomes. Sometimes offerings may succeed, while other times they are explicitly declined. But it is also possible that offerings are met with a “cold shoulder”, where no explicit acceptance or rejection response is given. I posit that no-replies lead individuals to stronger attitudinal reactions than negative replies, because of different attributional process. Five studies in four different contexts show evidence of the effect of no-reply and demonstrate factors that influence the interpretation and the reactions after consumers do not receive replies. Study 1A shows the effect of no-reply in the online dating context, that individuals are more willing to react when facing no-reply than a negative reply. Study 1B broaden the results of the first experiment but in a context of speculated reaction from a third party instead of the participant’s own reaction. This study also controlled for gender as a potential factor. These first two studies demonstrate that self-esteem moderates the effect of no-reply on behavioral intentions. Study 2 replicates the results of the first studies, assessing individuals’ attributions and behavior immediately after to the encounter to negative and no-replies in an online car selling scenario. Study 2 reveals the mediating role of attributions on the influence of a no-reply on behavioral intentions. In study 3 participants attribute responsibility for the outcomes of an unsuccessful online house rental, showing evidence for the moderating role of locus of responsibility on behavioral intentions after unreplies. No-replies lead to higher attribution of self-responsibility to the outcome; however, company’s apologies for consumer’s no-reply overturn the effect. Finally, study 4 shows that the effect of no-replies on attributions disappears when perceived effort from the opposite party is low. The results show evidence that the higher effort is employed in replying, the higher perception of interest and quality of the offer. However, the obligation for the effort attenuates the perception of effort. As higher effort is perceived better the attributions to the offer.

No description available.

As social media becomes a more important part of people’s everyday lives, it is also becoming a more important part of the corporate market. Due to the complaints received on social media sites, some forms of customer care are being directly, or indirectly, carried out on social media. Part of this customer care is apologizing in response to complaints. The purpose of this case study is therefore to examine the apologies, apology strategies and expressions of regret employed when apologizing in response to customer complaints on Twitter by the two airlines Norwegian Air Shuttle ASA and Air France. The aim of the study is to compare the different forms, and frequencies, of the apologies, apology strategies and expressions of sympathy/regret the companies employ to apologize. This is done through examining tweets from both airlines and looking at the use of certain keywords, as well as through analysis of the tweets in context. The results are then related to image repair theory and politeness theory. The most significant findings show a clear preference for certain Illocutionary Indication Devices, and strategies within each airline. Moreover, there is a clear difference in how the two airlines use Twitter to communicate with their customers, with Air France employing a more cohesive style, than Norwegian.