Face e polidez linguística em reclamações online: uma análise sob o viés pragmático

Abstract

In this paper we present a study of about complaints posted in ReclameAQUI Brazilian website and our aim is to verify how it happens the process of preservation and loss of the face through the use or violation of the linguistic resources of politeness in the process of interaction between consumers and suppliers from claimed companies. Thus, we will adopt the theory of politeness proposed by Brown and Levinson (1987), using the positive and negative politeness strategies presented by these authors, beyond to Leech’s maxims (1983), in dialogue with the Goffman’s notion of face (1967; 1980). According to results from the analysis, we concluded that consumers violated more of the politeness resources than the company’s representants, which have resulted in a bigger number client’s loss of faces than of these representants.