Saving face online: Institutional responses to negative customer reviews on TripAdvisor

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F61988987%3A17250%2F18%3AA1901V4I" target="_blank" >RIV/61988987:17250/18:A1901V4I - isvavai.cz</a>
Result on the web
<a href="https://benjamins.com/catalog/dapsac.79.09hop" target="_blank" >https://benjamins.com/catalog/dapsac.79.09hop</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.1075/dapsac.79.09hop" target="_blank" >10.1075/dapsac.79.09hop</a>

Result language
angličtina
Original language name
Saving face online: Institutional responses to negative customer reviews on TripAdvisor
Original language description
Working within an interactional-pragmatic framework, this chapter reports on a study of hoteliers' responses to negative customer reviews on the TripAdvisor website, exploring the significance of facework and rapport management strategies as means of persuasion. Negative reviews represent face-threatening acts which endanger the business's institutional face, while responses offer an opportunity for face-saving and rapport-building; to maximize persuasive effect, respondents must strike a balance between their own face needs and those of the complainant. The study also explores the extent to which respondents' persuasive strategies reflect the presence of third parties (readers of the website), as the complaint-response sequence - formerly a private genre - is now increasingly enacted in the public domain.
Czech name
—
Czech description
—

Publication year
2018
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Book/collection name
Persuasion in Public Discourse: Cognitive and functional perspectives
ISBN
9789027201386
Number of pages of the result
26
Pages from-to
181-206
Number of pages of the book
334
Publisher name
John Benjamins
Place of publication
Amsterdam/Philadelphia
UT code for WoS chapter
—

Similar results(10)