The Review Response Genre

Structures, Language, and Functions

By:

victor ho

Format:

Hardback

Show Hide Adult Content

$425.99

Available from supplier

Usually ships in 3-4 weeks

0 in Trolley

Price Match

Buy Now, Pay Later with:

4 payments of $106.50 with Afterpay Learn more

Availability

Delivering to:

Estimated arrival:

Around 2-12 July using International Courier

Description

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 management’s 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.

Author Biography:

Victor Ho is an Associate Professor in the Department of English at The Hong Kong Polytechnic University. He completed his PhD in Linguistics from Macquarie University in 2009.

Release date Australia

October 26th, 2023

Author

victor ho

Pages

192

Audience

Tertiary Education (US: College)

Illustrations

23 Tables, black and white; 1 Line drawings, black and white; 6 Halftones, black and white; 7 Illustrations, black and white

ISBN-13

9781032101637

Product ID

36864703

Customer reviews

Nobody has reviewed this product yet. You could be the first!

Write a Review

Marketplace listings

There are no Marketplace listings available for this product currently.
Already own it? Create a free listing and pay just 9% commission when it sells!

Sell Yours Here