Saving face online: Institutional responses to negative customer reviews on TripAdvisor
Identifikátory výsledku
Kód výsledku v 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>
Výsledek na webu
<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>
Alternativní jazyky
Jazyk výsledku
angličtina
Název v původním jazyce
Saving face online: Institutional responses to negative customer reviews on TripAdvisor
Popis výsledku v původním jazyce
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.
Název v anglickém jazyce
Saving face online: Institutional responses to negative customer reviews on TripAdvisor
Popis výsledku anglicky
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.
Klasifikace
Druh
C - Kapitola v odborné knize
CEP obor
—
OECD FORD obor
60203 - Linguistics
Návaznosti výsledku
Projekt
—
Návaznosti
V - Vyzkumna aktivita podporovana z jinych verejnych zdroju
Ostatní
Rok uplatnění
2018
Kód důvěrnosti údajů
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Údaje specifické pro druh výsledku
Název knihy nebo sborníku
Persuasion in Public Discourse: Cognitive and functional perspectives
ISBN
9789027201386
Počet stran výsledku
26
Strana od-do
181-206
Počet stran knihy
334
Název nakladatele
John Benjamins
Místo vydání
Amsterdam/Philadelphia
Kód UT WoS kapitoly
—