Oppositional stance and footing shifts in responses to customer complaints on TripAdvisor

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

Oppositional stance and footing shifts in responses to customer complaints on TripAdvisor

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

Oppositional stance and footing shifts in responses to customer complaints on TripAdvisor

Popis výsledku anglicky

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.

Druh

J_SC - Článek v periodiku v databázi SCOPUS

CEP obor

—

OECD FORD obor

60203 - Linguistics

Projekt

—

Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2018

Kód důvěrnosti údajů

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

Název periodika

Studia Linguistica Universitatis Iagellonicae Cracoviensis

ISSN

1897-1059

e-ISSN

2083-4624

Svazek periodika

135

Číslo periodika v rámci svazku

1

Stát vydavatele periodika

PL - Polská republika

Počet stran výsledku

13

Strana od-do

15-27

Kód UT WoS článku

—

EID výsledku v databázi Scopus

2-s2.0-85056596090