RT Journal Article
T1 Politeness in hotel service encounter interactions in Spain: The receptionist’s point of view
A1 Fernández Amaya, Lucía
K1 Service Encounters
K1 Reception desk interactions
K1 Politeness
K1 Solidarity
K1 Deference
AB Customer satisfaction in hotels has been measured by considering different aspects of the client’s experience, one of these being interaction with hotel staff. The receptionist is probably the most important member of staff in this context, since this person is the first that the customer meets upon arrival and the one consulted when having a problem or doubt. In this paper, receptionists’ views regarding what they consider to be appropriate verbal and non-verbal behaviour in reception desk service encounters in Spain are analysed. The results show that a) the participants have very specific expectations regarding what constitutes appropriate receptionist behaviour and b) there appears to be a general preference for deference politeness strategies and a focus on the transactional part of the interaction.
PB John Benjamins
YR 2022
FD 2022
LK https://hdl.handle.net/10433/22810
UL https://hdl.handle.net/10433/22810
LA en
NO Fernández-Amaya, L. (2022) “Politeness in hotel service encounter interactions in Spain: The receptionist’s point of view”, Pragmatics and Society 13:2, 224-249. https://doi.org/10.1075/ps.19010.fer
NO Estudio de la Comunicación Intercultural en Contextos Institucionalizados (Plan Propio de investigación, Universidad Pablo de Olavide, Ref. PPI0801)
NO Departamento de Filología y Traducción
DS RIO
RD May 9, 2026