敬語が与える印象に関する研究 : マニュアル敬語の実態に着目して
- A Study on the Impression Given by Honorifics : With Special Focus on Manual Keigo
This paper was instigated by the author’s experience of working as a part-time salesperson in the hospitality industry, during which time a customer complained about the author’s overly polite way of greeting. The honorifics suggested by the staff manual —that is, Manual Keigo— may lead to customers feeling a psychological distance between themselves and the staff; therefore, the polite intention of honorifics may not be conveyed to the customers. Honorifics themselves generally express politeness; however, the question was raised from the experience above as to whether the use of Manual Keigo would really convey polite intention and make a good impression in all situations.The author conducted a questionnaire survey to investigate the situations in which Manual Keigo was used, and how salespeople used it. Focusing on the salespeople’s impressions, the author aimed to explore the following three questions: 1）Is Manual Keigo actually used or not, 2）What kinds of Manual Keigo are used in which parts of the hospitality industry, and 3）How do salespeople use Manual Keigo in each situation?The results of the survey revealed that not all the Manual Keigo led to feelings of distance between a salesperson and a customer. In some cases, Manual Keigo reduced distances by expressing closeness and making a good impression on the customer. While Manual Keigo is widely used, it is important for salespeople to use it properly, adapting it to each customer and situation. If a salesperson fails to use it properly, the customer may feel uncomfortable. Many salespeople in the hospitality industry are selective in their use of Manual Keigo according to their judgement of the situation, and their good judgement makes a good impression on the customer.
東京女子大学言語文化研究 29 68-98, 2021-03-01