AN ANALYSIS OF THE SUGGESTED TRANSLATION OF CHAPTER 8 FROM THE BOOK “RECREATION, EVENT, AND TOURISM BUSINESSES” BY ROBERT e PFISTER PATRICK t TIERNEY, 2009

TU TH I NH U NG OC – GR AD UA TI ON TH ES IS IN SO CI AL SC IE NC ES AN D H U M AN ITI ES DA NA NG 202 MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS TU THI NHU NGOC AN ANALYSIS OF THE SUGGESTED TRANSLATION OF CHAPTER FROM THE BOOK “RECREATION, EVENT, AND TOURISM BUSINESSES” BY ROBERT E.PFISTER & PATRICK T TIERNEY, 2009 GRADUATION THESIS IN SOCIAL SCIENCES AND HUMANITIES DA NANG – May 2021 MINISTRY OF EDUCATION AND TRANING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS TU THI NHU NGOC AN ANALYSIS OF THE SUGGESTED TRANSLATION OF CHAPTER FROM THE BOOK “RECREATION, EVENT, AND TOURISM BUSINESSES” BY ROBERT E.PFISTER & PATRICK T TIERNEY, 2009 Major: English for Translation and Interpretation Code: 701 Supervisor: KIEU THI DONG THANH M.A DA NANG, 2021 GRADUATION PAPER Supervisor:Kieu Thi Dong Thanh, M.A ACKNOWLEDGEMENTS In my opinion, there is no success without assistance During the process of fulfilling this graduation paper, I have received great deal of help, guidance and encouragement from teachers, friends, and family Firstly, I would like to send the deep gratitude to all teachers of Faculty of English at Duy Tan University with precious lessons during the last years that helped me much in completing this paper Secondly, in order to complete this graduation paper, I would like to express my deep thanks to my supervisor, Mrs Kieu Thi Dong Thanh who gave me suggestions on how to deal with difficult problems and always been most willing to give me valuable advice, helpful comments as well as correction to complete my graduation paper Finally, thanks to my friends and especially my family for giving timely encouragement, enthusiasm and assistance to me Without all this, I might not have been able to complete this graduation paper I hope that this graduation paper will achieve great success I am grateful to all of you I wish all of you good health and success Yours sincerely! Student Tu Thi Nhu Ngoc Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER Supervisor:Kieu Thi Dong Thanh, M.A STATEMENT OF AUTHORSHIP Except where reference is made in the text of the graduate paper, this graduate paper contains no material published elsewhere or extracted in the whole or in part from a graduate paper by which have qualified for or been awarded another degree or diploma No one person’s work has been used without due acknowledgement in the graduate paper This graduation paper has not been qualified for or been awarded another degree or diploma Da Nang, May 2021 Tu Thi Nhu Ngoc Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER Supervisor:Kieu Thi Dong Thanh, M.A ABSTRACT This paper is a suggested translation of chapter named from the book "Recreation, Event, and Tourism Businesses" by Robert E Pfister & Patrick T Tierney Besides, I also analyze some problems which are extremely complicated such as structures, vocabularies in the chapter In addition, another aim is gaining experience as well as knowledge through approaching new words and structures of the suggested translation version In addition, during the process of fulfilling this graduation paper, I have received a chance to get valuable experiences and to identify some mistakes and difficulties As a result, we can improve our knowledge when we translate Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER Supervisor:Kieu Thi Dong Thanh, M.A ABBREVIATION  SL : Source Language TL : Target Language SYN : Synonym P : Paragraph P : Page RET : Recreation, Event and Tourism Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER Supervisor:Kieu Thi Dong Thanh, M.A TABLE OF CONTENS Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER Supervisor:Kieu Thi Dong Thanh, M.A CHAPTER INTRODUCTION 1.1 RATIONALE To be an English major student of the Faculty of English - Duy Tan University, I always perceive new knowledge sources about some kinds of translation which are available on books, news, and even on the Internet I realized that translation is the best way to transfer what we want to know in one country or humanity I chose the book "Recreation, Event, and Tourism Businesses" to translate because I want to know how businesses are planned, started, and funded This book also lays out important strategies for starting a business and shares best practices based on successful recreation businesses Personally, I am always interested in recreation, event, and tourism issues, so I decided to have a deep understanding of this book I hope that with all of my knowledge and skills that I have can make a complete translation and gain high evaluation as well AIMS AND OBJECTIVES 1.2.1 Aims This graduation paper has reflected my own ability in the past four years During those years, I received valuable support, help and encouragement of my supervisor, my teachers and friends at Duy Tan University Besides, the graduation paper tends to help the translator improve some skills such as translation skills as well as avoid some mistakes in the translation process Moreover, I have an opportunity to get more knowledge about recreation, event, and tourism businesses 2.2 Objectives After translating graduation paper, I reached the following purposes: Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER Supervisor:Kieu Thi Dong Thanh, M.A - Becoming good at translating skills, using suitable words and structures of any sentence - Analyzing complicated words, phrases, idioms, and contexts, etc - Summing up knowledge I learned in the past SCOPE OF THE STUDY This graduation paper translates chapter "Service Quality Management and Customer Loyalty" in the book "Recreation, Event, and Tourism Businesses" by Robert E Pfister & Patrick T Tierney, 2009 The source text is English language that translated into Vietnamese Then, some important points will be analyzed In addition, this paper also lists difficulties that make me fell embarrassed in translation process Finally, certain important solutions will be proposed 1.3.1 Text Features Due to the limited time, I decided to translate and analyze chapter in the book In this chapter, the main content the author discusses is the importance of customer service in commercial recreation, events, and tourism In addition, Businesses have to understand the importance of developing and maintaining customer relationships and loyalty 1.3.2 Text Length This book includes 13 chapters, but the time is limited so I only picked out chapter from the Book "Recreation, Event, and Tourism Businesses" by Robert E Pfister & Patrick T Tierney, 2009 The translated text has about 4500 words in length 1.3.3 Text Organization I choose chapter of from the Book “Recreation, Event, and Tourism Businesses" by Robert E Pfister & Patrick T Tierney, 2009 The main points of this chapter are as follown: Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER 10 Supervisor:Kieu Thi Dong Thanh, M.A Chapter 8: Service Quality Management and Customer Loyalty - Service imperative - Costs of poor service - Basic service types - Staging experiences - Common features of outstanding service providers - Service recovery - Developing client relationships and loyalty - What is quality service? - Evaluating recreation, event, and tourism service - How to integrate customer service excellenge into a business plan 1.3.4 Text Source The text is a part of the book “Recreation, Event, and Tourism Businesses" by Robert E Pfister & Patrick T Tierney, 2009 I get this book in the library of Duy Tan University 1.4 METHODS OF THE STUDY - Reading whole text to get the main content of the text - Reading carefully again to identify difficult words and phrases -Translating the text and taking notes for difficult terminologies, expressions, and structures of the text - Discussing with the supervisor, colleagues, friends and referring those terminologies, expressions and structures on the Internet - Completing and offering a suggested version of the text Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER 56 Supervisor:Kieu Thi Dong Thanh, M.A whose, which, that, where, when, why) Sometimes the pronoun can be omitted However, sometimes commas are required Example 19 [P39] “Quality takes on an intrinsic and individual level of satisfaction, which a guest is willing to repurchase and share with others.” • Relative clause: which a guest is willing to repurchase and share with others Relative pronoun: Which • The clause “which a guest is willing to repurchase and share with others” • functions as an adjective modifying the previous pronoun phrase “an intrinsic and individual level of satisfaction” Suggested version: “Chất lượng dựa mức độ hài lòng nội cá nhân, mà khách sẵn sàng mua lại chia sẻ với người khác.” Example 20 [P48] “An important first step in recovery is training the staff that a client complaint, in most cases, it really a "gift" from the guest, who is going out of his way to indentify a problem with the organization's service and a potential solution.” • Relative clause: who is going out of his way to indentify a problem with the • organization's service and a potential solution Relative pronoun: who • The clause “who is going out of his way to indentify a problem with the organization's service and a potential solution.” functions as an adjective modifying the previous pronoun phrase “the guest” Suggested version: “Bước quan trọng trình phục hồi đào tạo nhân viên lời phàn nàn khách hàng, hầu hết trường hợp, thực "món quà" từ khách, người cố gắng đưa vấn đề dịch vụ giải pháp tiềm sở kinh doanh.” Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER 4.2.2.3.Complex 57 Supervisor:Kieu Thi Dong Thanh, M.A sentences with Noun Clause Noun clauses as the name implies, function as nouns That is, they are word groups with their own subjects and verbs that in turn function as a subject, object, or complement in a sentence Noun clauses also function sometimes as noun direct address or as appositive Example 21 [P19] “This suggests that customer service knowledge and training are essential for all employees of a service business, including maintenance staff.” • Noun clause: “that customer service knowledge and training are essential for all • employees of a service business, including maintenance staff” Subordinating conjunction: that The noun clause “that customer service knowledge and training are essential for • all employees of a service business, including maintenance staff” functions as an object modifying of the verb “suggest” in this sentence Suggested version: “Điều cho thấy kiến thức đào tạo dịch vụ khách hàng cần thiết cho tất nhân viên doanh nghiệp dịch vụ, bao gồm nhân viên bảo trì.” Example 22 [P56] “How does a company know if it provides high-quality service? • • • Noun clause: “if it provides high-quality service” Subordinating conjunction: if The noun clause “if it provides high-quality service” functions as a complement for the sentence Suggested version: “Làm để công ty biết liệu họ có cung cấp dịch vụ chất lượng cao hay không? Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER 58 Supervisor:Kieu Thi Dong Thanh, M.A 4.2.3 Compound - complex sentences Compound-complex sentences are the most complicated sentences, as their name implies A compound-complex sentence has at least two independent clauses and at least one dependent clause In simple terms, an independent clause can be a sentence on its own while a dependent clause cannot Compound-complex sentences help us express longer more complicated thoughts, with more parts than other sentences They’re good tools for explaining complicated ideas or describing long chains of events Example 23 [P42] “This range of engagement creates an experience that is beyond just providing a cup of coffee, and people are willing to pay much more for it and return again.” There are two independent clauses “This range of engagement creates an experience”, and “people are willing to pay much more for it and return again”, and one dependent clause (relative clause) “that is beyond just providing a cup of coffee” in this sentence The independent clauses are combined by the coordinator “and” Suggested version: “ Phạm vi tương tác tạo trải nghiệm không đơn cung cấp tách cà phê người sẵn sàng trả nhiều cho quay lại lần nữa.” 4.2.4 Passive Voice Passive voice is the voice used to indicate that the grammatical subject of the verb is the recipient (not the source) of the action denoted by the verb The passive voice is less usual than the active voice In both English and Vietnamese, passive voice is used to focus on the fact, the action or result of an action Passive voice has an important role in English, especially in academic works where the actions taken place without mentioning the doer, Vietnamese, vice Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER 59 Supervisor:Kieu Thi Dong Thanh, M.A versa, prefer active form Hence, sometimes when translating from English into Vietnamese, if the translator keeps the original structure, the Vietnamese version will not very idiomatic Passive voice emphasizes the person or object receiving the action Tences Simple Present Present Continuous Present Perfect Simple Past Past Continuous Past Perfect Simple Future Future Perfect Be+going to Model Verbs Active S+V+O Passive S + be + PP.2 + by + O S + am/is/are + V-ing + S + am/is/are + being + PP.2 + by + O O S + has/have + PP.2 + O S + has/have + been + PP.2 + by + O S + V-ed + O S + was/were + PP.2 + by + O S + was/were + V-ing + S + was/were + being + PP.2 + by + O O S + had + PP.2 + O S + had + been + PP.2 + by + O S + will/shall + V + O S + will + be + PP.2 + by + O S + will/shall + have + PP.2 + O S + am/is/are + going to +V+O S + model verb + V + O S + will + have + been + PP.2 + by + O S + am/is/are + going to + be + PP.2 +by + O S + model verb + be + PP.2 + by + O Example 24 [P28] “The anticipated service level is what might be found at the typical service provider.” Tense: Modal verb passive voice MIGHT + BE + PAST PARTICIPLE This is the sentence with passive voice structure of modal verb Therefore, I decide to translate this sentence into : “có thể tìm thấy” Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER 60 Supervisor:Kieu Thi Dong Thanh, M.A Suggested version: “Mức dịch vụ dự kiến tìm thấy nhà cung cấp dịch vụ điển hình.” Example 25 [P40] “An average (better quality) cup of coffee is expected and costs a slight amount more.” Tense: Simple present S + BE + PAST PARTICIPLE In the sentence, it will not be wrong if I translate it according to with the passive construction: like this “Một tách cà phê trung bình ( chất lượng tốt hơn) mong đợi đắt chút” because in Vietnamese, we often use “bị or được” to express passive meaning, but I suppose to leave out use “bị or được” to make the sentence smoother Therefore, I translated this sentence into active meaning to suit with Vietnamese style Suggested version: “Dự kiến có tách cà phê trung bình (chất lượng tốt hơn) đắt chút.” Example 26 [P63] “So the consumers are in the best position to determine if their unique needs and wants have been met or exceeded.” The structure of this passive voice sentence is: HAVE + BEEN + PAST PARTICIPLE There are two clause in this sentence which connected by the subordinating conjunction "if" In the second clause, I kept the passive form when translating And I still use passive voice to make the suggested version more natural and smooth Bacause, this is the sentence with passive voice structure of present perfect tense Therefore, I decide to translate the sentence into: “đã đáp ứng vượt quá” Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER 61 Supervisor:Kieu Thi Dong Thanh, M.A Suggested version: “Vì vậy, người tiêu dùng người đánh giá xác liệu nhu cầu mong muốn họ đáp ứng vượt hay chưa.” 4.2.5 Restrictive Related Clause Restrictive relative clauses give information that defines the noun —information that’s necessary for complete identification of the noun Use “that” or “which” for non-human nouns; use “that” or “who” for human nouns Do not use commas Example 27 [P19] “But almost any staff person who is visible to the public may be asked to play this service role.” • Subject: almost any staff person • Relative pronoun: who • Relative clause: who is visible to the public may be asked to play this service role The relative clause “who is visible to the public may be asked to play this service role” tells us more about the subject “almost any staff person” Suggested version: “Nhưng nhân viên làm việc trực tiếp với khách hàng u cầu đóng vai trị phục vụ này.” 4.2.6 Empty Subject A complete sentence must be composed by a subject and at least a verb Empty subjects are subjects that don’t mean anything Commonly, “It” and “There” are used to replace the subjects which are too long or emphasize the diea that the author would like to express Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER 62 Supervisor:Kieu Thi Dong Thanh, M.A Example 28 [P62] “It is extremely difficult for staff to objectively evaluate their service quality because they unknowingly filter their assessment through internal lenses, such as budget limitations, staffing problems, or manager-employee relationships.” In this sentence, the authors used empty subject to express their idea The real subject is “extremely difficult for staff to objectively evaluate ” is used intead of The author used empty subject “it” to more appropriate to make the suggested sentence natural Thus, through this analysis, I translated it as following Suggested version: “Rất khó để nhân viên đánh giá chất lượng dịch vụ họ cách khách quan họ vơ tình lọc đánh giá qua lăng kính nội bộ, chẳng hạn hạn chế ngân sách, vấn đề nhân mối quan hệ người quản lý nhân viên.” Example 29 [P67] “Although there is generally no heading or section in a business plan titled "customer service", key factors that will help bring about superior guest service are found in various sections of the business plan.” In Vietnamese, “there are” was often translated into “có” In this sentence, the authors used subject " there" to express their idea In order to make the sentence’s meaning adapt to the Vietnamese style, I decided to change a little bit in words’ order when translating Suggested version: “Mặc dù nhìn chung khơng có đề mục phần kế hoạch kinh doanh có tiêu đề "dịch vụ khách hàng", yếu tố giúp mang lại dịch vụ khách hàng cao cấp tìm thấy phần khác kế hoạch kinh doanh.” Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER 63 Supervisor:Kieu Thi Dong Thanh, M.A CHAPTER 5: DIFFICULTIES AND SOLUTIONS 5.1 DIFFICULTIES During the four years I studied at Duy Tan University, I had a good oppotunity to improve my knowledge related to the English for Translation and Interpretation major In addition, during the process of fulfilling this graduation paper, I have received many necessary assistances and more skills which I learned in the Faculty of English at Duy Tan University There are numerous components which influence the quality of a translation such as the language skills of the translators, life knowledge of the translators, etc Therefore,translation requires a deep understanding of the vocabulary, grammar and culture of both the source language and the target language So, I have still faced a number of difficulties in vocabulary and grammar structures, despite spending a lot of time searching some information on chapter of the book "Recreation, Event, and Tourism Businesses" by Robert E Pfister & Patrick T Tierney, 2009 Firstly of all, the topic of Recreation, Event, and Tourism Businesses is a new knowledge for me Sometimes, I think that I am not qualified and knowledgeable to understand and translate this book correctly A word in the source language has many meanings, I was confused to choose the suitable meaning when I translated this chapter During the translating process, I spent much time for looking up, reading on the many difference dictionaries to find a most suitable words And, I have to define the new words based on the context As a result, some suggested versions still sound unnatural because of the specialized words from this topic In addition, the structures was also the issue that made me quite anxious when translating There were many structures and phrases that were very hard for me to analyse in this chapter I found it is difficult to analyze them clearly Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER 64 Supervisor:Kieu Thi Dong Thanh, M.A Besides, several forms of grammar made me confused So I asked my supervisor for advice to have a clearer understanding for a better translation Finally, the difficulty is how to make my translation become smoother and more natural The choice of translation methods is very importance in this study that makes sentence more harmony Differences in cultures between two languages are vast, so this requires a translator to get experiences in this field Therefore, I need to practic more to improve the skill of translation In brief, there are many difficulties when I translating this chapter, especially vocabulary and structure are two main factors difficult to translate Hence, I need to improve my translation knowledge Moreover, I must try my best to give a exactly translated version which is easy for readers to understand 5.2 SOLUTIONS During the process of completing my graduation paper, I reached experiences of solving difficulties and obstacles in translating the chapter "Service Quality Management and Customer Loyalty" To best solve difficulties, I tried to use of what I have learnt during four years First, I learned more about this topic by searching for information from the internet, books, to have a great understanding as well as vocabulary Beside, I read whole the original text to catch the main ideas before translating Secondly, I would read it carefully again, then I listed some specific phrases, hard words, and idioms as well Next, I looked up this words in many different dictionaries such as: Oxford Advanced Learner's dictionary, Cambridge Dictionary, Tratu.soha, etc to choose the most suitable meaning In this chapter, there will be some words that are polymorphic or obscure, so based on the context, I will try to find a suitable meaning to express the author's idea Next, I usually break my graduation papers into many parts, and I try to get them done on time During the translating process, whenever I did not Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER 65 Supervisor:Kieu Thi Dong Thanh, M.A understand any words, concepts or structures, I often asked the opinion, the advice of my supervisor- Ms Kieu Thi Dong Thanh, who has guided me enthusiastically and gave me much needed advice In short, in spite of the fact that doing the graduation paper is difficult and stressful, I believed that if I have determination, I will overcome all of these challenges Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER 66 Supervisor:Kieu Thi Dong Thanh, M.A CHAPTER CONCLUSION AND SUGGESTIONS 6.1 SUMMARY In the process of doing this graduation paper, I not only gained a lot of precious experience but also learned how to deal with difficulties and challenges in translating In this graduation paper, I am in belief that I have been learning a lot of useful knowledge about the topic of recreation, event and tourism businesses Through the translating process, I realized that my ability of translation lacked a lot of things However, being a student of the Faculty of English with the major of English Translation and Interpretation at Duy Tan University during years, I believe I will finish my graduation paper as best as I can Besides, I have gained many valuable experiences for the future during the process of completing this paper I think this is a great time for me to practice and improve my knowledge In addition, when translating, many new words and difficult structures made me confused in understanding the whole meaning of the translation text It required extensive understanding and time to be able to solve them Because of my limited source of knowledge, the paper is still inevitable mistakes So, I hope to receive all objective comments and sympathy from all teachers and my supervisor Thanks to this graduation paper, I had more knowledge and skills to prepare for my career in the future In my opinion, there is no success without assistance During this paper, I have received a lot of attentions and helps Therefore, I would like to express my particular thanks to my supervisor Ms Kieu Thi Dong Thanh who gave me lots of necessary advice and helped me to complete my graduation paper smoothly In addition, I would like to take this opportunity to express my sincere thanks to all the lectures of the Faculty of Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER 67 Supervisor:Kieu Thi Dong Thanh, M.A English whose lectures have enriched my academic knowledge of English during four years 6.2.IMPLICATIONS After finishing my graduation paper, I would like to offer some suggestions for both the language learners and teachers 6.2.1 Implication for learning Being a student of Faculty of English with the major of English for Translation and Interpretation, I believe that it is not so easy for the students of English major to master translation skill as well as to become a professional translator So, I think the students need to practice more every day Firstly, to be a good translator, you must have extensive knowledge of both the source and target languages So take the time to study them and make your translation more natural and closer to the reader In addition, you should make a habit to read books in both English and Vietnamese in your spare time to improve knowledge Secondly, each student should spend more time improving their knowledge of vocabulary and grammatical structure of English as well as Vietnamese To understand the implications of the author and interpret it correctly, we must master carefully the structure, syntax, or semantics, and idioms, etc I think that it is very important to students during the process of doing the graduation paper Finally, every student should spend more time to expand their knowledge in as many fields as possible You can refer more informations or read books related to many different areas such as tourism, culture, economy, etc Read more books, day by day news, magazines, specialized or non-specialized articles, it help you more easy in translating when you meet many documents of various fields Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER 68 Supervisor:Kieu Thi Dong Thanh, M.A 6.2.2 Implications for teaching After finishing my graduation paper, besides some suggestions for the languages learner, I have some suggestions for the Faculty of English First, I think teachers should create an interesting English learning environment Teachers should give students many enjoyable and attractive topics with the aims of helping them practice and learn some things from it English skills can improve through mini games, English songs, or funny quizzes, etc And, A lesson, a story, or a piece of knowledge can be inserted in small games Thereby, it can help students more comfortable as well as increase the connection between students and the teacher Secondly, Faculty of English at Duy Tan University should organize more more opportunities to practice translation and interpretation in outside for students to help students improve interaction skill instead of theory In addition, the school should also connection with companies or English centers to create more chanes for students with major of English translation and interpretation to learn, and become familiar with the translation environment Finally, I hope that the Faculty of English should focus on how to teach more effectively in translation and interpreter subject I think it is an important subject because it helps students practice the translation skills and many other skills that students need for their future jobs Thus, the Department should increase time of translation courses for students so that they can improve skills, knowledge and their translating ability In short, I hope the useful suggestions above will be viewed for both learners and teachers After finishing this paper, I saw that my translation skills have been improved a lot I believe these wonderful experiences will help me in my future career Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER 69 Supervisor:Kieu Thi Dong Thanh, M.A REFERENCES I ENGLISH BOOKS: [1] J.C Catford, (1965), A Linguistic Theory of Translation, Oxford University Press [2] Bell R.T, (1991), Translation and Translating: Theory and practice, Harlow: Longman [3] Nguyen, Quang M., (2013), Translation Theory, Duy Tan University, Department of Foreign Language II VIETNAMESE BOOKS [1] Hữu Ngọc (2006), Sổ tay người dịch Tiếng Anh, Nxb Thế giới, Minh Khai III DICTIONARIES: [1] Cambridge Dictionary, (1995), Cambridge University Press [2] Oxford Learner's Dictionaries, (1948), Oxford University [3] Tratu.soha, Vietnam IV WEBSITES [1] http://dictionary.cambridge.org/ [2] https://www.oxfordlearnersdictionaries.com/ [3] https://vi.wikipedia.org/wiki [4] http://grammar-monster.com/glossary/compound_sentence.htm [5] http://tratu.soha.vn/dict/en_vn/Performance Student: Tu Thi Nhu Ngoc Code: 2320312948 GRADUATION PAPER 70 Supervisor:Kieu Thi Dong Thanh, M.A SUPERVISOR’S COMMENTS Student: Tu Thi Nhu Ngoc Code: 2320312948 ... customer P 38 The key element in differentiating between a service and the experience is the need for the active involvement of the guest in the latter A service tends to provide an expected benefit... creating an experience can also be seen when we focus on the role of the seller and the buyer, attributes we associate with each, and the nature of the outcomes from the perspective of the customer... their unique needs and wants have been met or exceeded Therefore, the most accurate way to evaluate service is through the eyes of the consumers P64 But many elements of RET services are intangible,