Writing “The Day After Never”: A Novelette Reflecting Customer Service Experiences

Maharani, Nabila Septian (2026) Writing “The Day After Never”: A Novelette Reflecting Customer Service Experiences. Diploma thesis, Politeknik Negeri Sriwijaya.

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Abstract

Customer service values are often taught through theoretical explanations, while the emotional and interpersonal aspects of service are difficult to understand without realistic learning experiences. Therefore, alternative learning media are needed to help students understand these values in a more meaningful way. This study aimed to develop a novelette entitled The Day After Never as an alternative learning medium that reflects customer service values through a fictional narrative. This study employed a qualitative Research and Development (R&D) design adapted from Sugiyono (2019), consisting of four stages: needs analysis, product design, product development, and evaluation. The data were collected through document analysis, a semi-structured interview with a customer service staff member at EN’S Coffee n Space, and expert validation. The findings revealed that the developed novelette reflects three customer service values, namely communication (8 occurrences), empathy (5 occurrences), and patience (8 occurrences), as represented through the main character’s actions and interactions in a restaurant setting. The interview findings confirmed that these values are consistent with customer service practices in the hospitality industry, while expert validation indicated that the novelette was suitable after revisions. In conclusion, The Day After Never can serve as an alternative literary learning medium to help vocational and college students understand customer service values in a more engaging, meaningful, and relatable way through fictional experiences. Keywords: communication, customer service, empathy, novelette, patience

Item Type:	Thesis (Diploma)
Uncontrolled Keywords:	communication, customer service, empathy, novelette, patience
Subjects:	P Language and Literature > PE English
Divisions:	English > Undergraduate Theses
Depositing User:	Pustaka Bahasa
Date Deposited:	21 Sep 2026 03:48
Last Modified:	21 Sep 2026 03:49
URI:	http://eprints.polsri.ac.id/id/eprint/25034

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