The Customer Isn't Always Right... Aggressive and Defensive Responses to Negative Customer Reviews on TripAdvisor
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F61988987%3A17250%2F16%3AA1601G3S" target="_blank" >RIV/61988987:17250/16:A1601G3S - isvavai.cz</a>
Result on the web
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DOI - Digital Object Identifier
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Alternative languages
Result language
angličtina
Original language name
The Customer Isn't Always Right... Aggressive and Defensive Responses to Negative Customer Reviews on TripAdvisor
Original language description
This chapter reports on a study of hoteliers? antagonistic and/or aggressive responses to negative customer reviews on the TripAdvisor website. Institutional responses to customer complaints are prototypically characterized by a high degree of deferencetowards the complainant. Antagonistic and aggressive responses represent a radical departure from this norm, and can be characterized as a marginal type of behaviour. However, the study rests on the premise that such behaviour is not merely destructive in nature, but also plays a profoundly constructive role in the discourse - especially in a public forum such as a customer review website. I seek to offer an insight into this constructive potential and to account for the reasons which may motivate respondents (hoteliers) to engage in verbal antagonism and aggression against complainants.
Czech name
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Czech description
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Classification
Type
C - Chapter in a specialist book
CEP classification
AI - Linguistics
OECD FORD branch
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Result continuities
Project
<a href="/en/project/EE2.3.20.0222" target="_blank" >EE2.3.20.0222: The Reinforcement of the Development of the Centre for Research in English and German Professional Discourse at University of Ostrava, Faculty of Arts</a><br>
Continuities
P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)
Others
Publication year
2016
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Book/collection name
Professional Genres from an Interpersonal Perspective
ISBN
1-4438-8697-1
Number of pages of the result
40
Pages from-to
158-197
Number of pages of the book
277
Publisher name
Cambridge Scholars Publishing
Place of publication
Newcastle upon Type
UT code for WoS chapter
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