The Review Response Genre: Structures, Language, and Functions

Ho offers a comprehensive analysis of the online review response genre using hotel managers' responses to negative reviews on TripAdvisor. He adopts a robust research methodology that involves quantitative and qualitative analyses of managerial responses, questionnaire responses, and interview responses. The analysis shows that hotel managements can use move structures and strategies to recover services and persuade customers. It is an essential reading for students and researchers of pragmatics and professional communication.

Format: Hardback
Length: 192 pages
Publication date: 26 October 2023
Publisher: Taylor & Francis Ltd

Expanding the scope of the metadiscourse construct, Ho offers a comprehensive analysis of the online review response genre using hotel managers' responses to negative reviews posted by dissatisfied customers on TripAdvisor. He adopts a robust research methodology that involves both quantitative and qualitative analyses of three different types of data: managerial responses to negative comments, questionnaire responses from dissatisfied customers who wrote the reviews, and interview responses from hotel managers who wrote the responses. By drawing upon the genre theory and the construct of rapport and metadiscourse, the analysis shows that hotel managements' attempts at service recovery can be materialized through the move structures of the managerial responses, and the strategies used in managing rapport with dissatisfied customers and in persuading both existing and potential customers to purchase accommodation services from the hotels. An essential reading for students and researchers of pragmatics and professional communication, along with anyone interested in the role of language in persuading customers, neutralizing criticisms, and managing interpersonal relationships, particularly in the context of open forums online.

Weight: 530g
Dimension: 234 x 156 (mm)
ISBN-13: 9781032101637