The Language of Trust: The Roles of Service Discourse Markers in Shaping Guest Satisfaction and Perceived Professionalism in Tourism and Hospitality Encounters
The research reviews the literature on high-frequency Service Discourse Markers (SDMs) in the tourism and hospitality industries, including welcoming greetings, expressions of gratitude, apologies, small talk, hedges, and alignments that affect customer satisfaction and perceptions of professionalism. By regarding unde...
Ba Nguyen Thi Kim, Dao Vo Thi Anh, Ngoc Nguyen Thi Boi et al.
· International Journal of Lan... · 0 citations