Achieving service excellence : interpersonal metafunction analysis of the staff handbook of Cathay Pacific Airways and Hong Kong Dragon Airlines

Pao Yue-kong Library Electronic Theses Database

Achieving service excellence : interpersonal metafunction analysis of the staff handbook of Cathay Pacific Airways and Hong Kong Dragon Airlines

 

Author: Wai, Ka Ki
Title: Achieving service excellence : interpersonal metafunction analysis of the staff handbook of Cathay Pacific Airways and Hong Kong Dragon Airlines
Degree: M.A.
Year: 2014
Subject: Functionalism (Linguistics)
Discourse analysis
Hong Kong Polytechnic University -- Dissertations
Department: Dept. of English
Pages: 67 pages
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b2775914
URI: http://theses.lib.polyu.edu.hk/handle/200/7699
Abstract: This study conducts interpersonal metafunction analysis of the dialogues presented in a Cathay Pacific Airways staff handbook. Twenty-five different dialogues were analyzed to investigate how customer service officers (CSOs) use language to express concern the use of language to enact our personal and social relationships Interpersonal metafunction is an element of systemic functional linguistics (SFL), and comprises the theoretical framework used to conduct this research. The analysis includes three aspects found in the CSO staff handbooks: mood, modality and personal pronouns. This study aims (1) to determine the different language patterns (declarative, integrative and imperative) used by CSOs and their implications, (2) to consider how different modal verbs communicate the commitment and willingness of CSOs to finish tasks and (3) to observe how personal pronouns are used to create intimate relationships between passengers and CSOs. The finding reveals that a frequency used of declarative clauses, "will" and "second-person pronouns- you" have dominated the data.

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