eBook - ePub

The Review Response Genre

Name: The Review Response Genre
ISBN: 9781000965179

Structures, Language, and Functions

Victor Ho,

192 pages
English
ePUB (mobile friendly)
Available on iOS & Android

eBook - ePub

The Review Response Genre

Structures, Language, and Functions

Victor Ho,

About this book

Expanding the scope of the metadiscourse construct, Ho offers a comprehensive analysis of the online review response genre using hotel managers' responses to negative reviews posted by dissatisfied customers on TripAdvisor.

He adopts a robust research methodology that involves both quantitative and qualitative analyses of three different types of data: managerial responses to negative comments, questionnaire responses from dissatisfied customers who wrote the reviews, and interview responses from hotel managers who wrote the responses. By drawing upon the genre theory and the construct of rapport and metadiscourse, the analysis shows that hotel management's attempts at service recovery can be materialized through the move structures of the managerial responses, and the strategies used in managing rapport with dissatisfied customers and in persuading both existing and potential customers to purchase accommodation services from the hotels.

An essential reading for students and researchers of pragmatics and professional communication, along with anyone interested in the role of language in persuading customers, neutralizing criticisms, and managing interpersonal relationships, particularly in the context of open forums online.

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Yes, you can access The Review Response Genre by Victor Ho in PDF and/or ePUB format, as well as other popular books in Languages & Linguistics & Management. We have over one million books available in our catalogue for you to explore.