THE PRAGMATIC ANALYSIS ON REFUSAL STRATEGIES OF THE INDONESIAN CUSTOMERS IN OUTBOUND TELEMARKETING BUSINESS

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dc.contributor.authorHendar
dc.contributor.authorSugiharti, Harpa
dc.contributor.authorApan, Evany Tisa
dc.contributor.authorFebrilita, Sekar M.P
dc.contributor.authorHadi, Alief Kuntoro
dc.date.accessioned2021-02-15T12:53:15Z
dc.date.available2021-02-15T12:53:15Z
dc.date.issued2020
dc.description.abstractAdvertisements in printed or electronic media are commonly considered as the ways of promoting or marketing one’ products or services; however, some marketing experts still think that telemarketing is one of effective marketing activities as it is carried out intensively by using communication technology in the form of telephone or internet and trained personal to attract potential customers or sell products or services to existing customers in the targeted consumer groups. In fact, some telemarketers have experienced that their efforts to persuade or convince the targeted customers to use or to buy their products do not always work well. Some potential customers agree and buy the products or use the services, and some others disagree and refuse them for some reasons. This qualitative research investigates what kinds of refusal strategies Indonesian customers implement to reject or refuse the Gym services offered by telemarketers, and what kinds of refusal strategies Indonesian male and female customers dominantly use. The data on refusal strategies are taken from 60 Indonesian customers collected from a Discourse Completion Task (DCT) firstly developed by Blum-Kulka. They are, then, analyzed and categorized based on 11 categories of refusal strategies proposed by Azis (2000). The research shows that all categories of refusal strategies employed by customers and the most dominant refusal strategy employed by male Indonesian customers is Direct No (20%) and by female Indonesian customers is also Direct No (17%) meaning that both Indonesia customers employ dominantly Direct, No refusal strategy.en_US
dc.identifier.issn0038-111X
dc.identifier.urihttp://repository.widyatama.ac.id/xmlui/handle/123456789/12503
dc.language.isoenen_US
dc.publisherSolid State Technology Volume: 63 Issue: 4en_US
dc.subjectMarketing Activitiesen_US
dc.subjectCustomersen_US
dc.subjectTelemarketersen_US
dc.subjectRefusal Strategiesen_US
dc.titleTHE PRAGMATIC ANALYSIS ON REFUSAL STRATEGIES OF THE INDONESIAN CUSTOMERS IN OUTBOUND TELEMARKETING BUSINESSen_US
dc.typeArticleen_US
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