The Customer Isn't Always Right... Aggressive and Defensive Responses to Negative Customer Reviews on TripAdvisor

Kód výsledku v 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>

Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

The Customer Isn't Always Right... Aggressive and Defensive Responses to Negative Customer Reviews on TripAdvisor

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

The Customer Isn't Always Right... Aggressive and Defensive Responses to Negative Customer Reviews on TripAdvisor

Popis výsledku anglicky

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.

Druh

C - Kapitola v odborné knize

CEP obor

AI - Jazykověda

OECD FORD obor

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Projekt

<a href="/cs/project/EE2.3.20.0222" target="_blank" >EE2.3.20.0222: Posílení rozvoje Centra výzkumu odborného jazyka angličtiny a němčiny na Filozofické fakultě Ostravské univerzity</a><br>

Návaznosti

P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)

Rok uplatnění

2016

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název knihy nebo sborníku

Professional Genres from an Interpersonal Perspective

ISBN

1-4438-8697-1

Počet stran výsledku

40

Strana od-do

158-197

Počet stran knihy

277

Název nakladatele

Cambridge Scholars Publishing

Místo vydání

Newcastle upon Type

Kód UT WoS kapitoly

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