AN ANALYSIS OF THE STRUCTURE OF SERVICE ENCOUNTERS IN TRAVEL DOCUMENT DIVISION OF ANTA TOUR & TRAVEL SURABAYA

  • Stefanus Sebastian Palas
DOI: https://doi.org/10.30996/parafrase.v11i01.177

Abstract

Abstrak. Artikel ini membahas penggunaan service encounters yang terjadi di Divisi Dokumen Perjalanan di Anta Tour & Travel. Pembahasan berpusat pada percakapan yang terjadi di Divisi Dokumen Perjalanan di Anta Tour & Travel Surabaya. Artikel berutujuan menganalisa unsur-unsur struktural dan pola organisasi dari service encounter di Divisi Dokumen Perjalanan di Anta Tour & Travel Surabaya, dalam kerangka kerja analisis wacana. Pendekatan yang dipakai adalah deskriptif kualitatif. Ada delapan unsur service encounter: greeting, turn allocation, service bid, specification of needs, additions to compliances, resolusion, dan closing. Unsur-unsur ini disusun dalam organisasi yang spesifik yang menghasilkan pola umum service encounters.

 

Kata kunci: service encounter, patern of organization, discourse analysis. 

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Published
2011-02-01
How to Cite
1.
Palas S. AN ANALYSIS OF THE STRUCTURE OF SERVICE ENCOUNTERS IN TRAVEL DOCUMENT DIVISION OF ANTA TOUR & TRAVEL SURABAYA. parafrase [Internet]. 1Feb.2011 [cited 8May2024];11(01). Available from: https://jurnal.untag-sby.ac.id/index.php/parafrase/article/view/177
Issue
Vol 11 No 01 (2011)
Section
Articles

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