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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

  • DOI - Digital Object Identifier

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

  • Czech description

Classification

  • Type

    C - Chapter in a specialist book

  • CEP classification

    AI - Linguistics

  • OECD FORD branch

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