Escolar Documentos
Profissional Documentos
Cultura Documentos
Bahri, Syaiful Djamarah. (2005) Guru dan Anak Didik. Jakarta: PT. Rineka Cipta.
Bogdan, R & Biklen, S. 1982. Qualitative Research for Education (2nd ed).
Boston: Allan and Bacon.
John A. Daly and Anita L. Vangelisti in John O. Greene and Brant R. Burleson.
(2003). Handbook of Communication and Social Interaction Skills.
London: Lawrence Erlbaum Associates.
Lakoff, R. (1990) Talking Power: The Politics of Language. New York: Basic
Books.
Lakoff, T. Robin and Ide Sachiko. (2005) Broadening the Horizon of Linguistic
Politeness. Philadelphia: John Benjamins Publishing Company.
Lincoln, Y.S., & Cuba, E.G (1985) Naturalistic Inquiry. California: Sage
Publication.
Miles, M.B., & Huberman, A.M. (1984). Qualitative Data Analysis. Beverly
Hills, CA: Sage
Rezeky Ana Ashal (2014). Politeness Strategies Used by Customer Service Staff
at Mandiri Bank