Oppositional stance and footing shifts in responses to customer complaints on TripAdvisor
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F61988987%3A17250%2F18%3AA1901TZF" target="_blank" >RIV/61988987:17250/18:A1901TZF - isvavai.cz</a>
Result on the web
<a href="http://www.ejournals.eu/Studia-Linguistica/%20Issue-1/art/11277/" target="_blank" >http://www.ejournals.eu/Studia-Linguistica/%20Issue-1/art/11277/</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.4467/20834624SL.18.002.8162" target="_blank" >10.4467/20834624SL.18.002.8162</a>
Alternative languages
Result language
angličtina
Original language name
Oppositional stance and footing shifts in responses to customer complaints on TripAdvisor
Original language description
This paper reports on the results of a sociopragmatic study of restaurant-owners' public responses to negative customer reviews posted on TripAdvisor. Responses to customer complaints are typically apologetic, taking a deferential stance towards the customer. This study focuses on responses which shift away from this default position and take an explicitly oppositional stance. Drawing on Goffman's concept of footing and informed by sociopragmatic theories of facework and relational work, I explore the discursive mechanisms and linguistic resources by which restaurant-owners manipulate the footings which underlie their responses to complaints - with a particular focus on radical reframings of the participants' status and roles (the customer may be publicly denigrated or mocked). Such practices reflect the dynamic, fluid nature of a genre that may at first sight appear to be highly conventional in nature.
Czech name
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Czech description
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Classification
Type
J<sub>SC</sub> - Article in a specialist periodical, which is included in the SCOPUS database
CEP classification
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OECD FORD branch
60203 - Linguistics
Result continuities
Project
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Continuities
S - Specificky vyzkum na vysokych skolach
Others
Publication year
2018
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Name of the periodical
Studia Linguistica Universitatis Iagellonicae Cracoviensis
ISSN
1897-1059
e-ISSN
2083-4624
Volume of the periodical
135
Issue of the periodical within the volume
1
Country of publishing house
PL - POLAND
Number of pages
13
Pages from-to
15-27
UT code for WoS article
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EID of the result in the Scopus database
2-s2.0-85056596090