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.
http://www.tripadvisor.co.uk/Hotels-g186348-Northamptonshire_England-Hotels.html(retrieved 18 October 2014)
References
Aijmer, Karin. 1996b. Conversational Routines in English. London: Longman.
Benoit, William. 1995. Accounts, Excuses and Apologies: A Theory of Image Restoration Strategies. New York: State University of New York Press.
Bhatia, Vijay K.1993. Analysing Genre: Language Use in Professional Settings. London: Longman.
Bhatia, Vijay K.2004. Worlds of Written Discourse. A Genre-Based View. London/New York: Continuum.
Blum-Kulka, Shoshana, Juliane House, and Gabriele Kasper. 1989. Cross Cultural Pragmatics: Requests and Apologies. Norwood, NJ: Ablex Publishing Corporation.
Brown, Penelope, and Stephen C. Levinson. 1987. Politeness: Some Universals in Language Usage. Cambridge: Cambridge University Press.
Davies, Bethan L., Andrew J. Merrison, and Angela Goddard. 2007. “Institutional Apologies in UK Higher Education: Getting Back into the Black before Going into the Red.” Journal of Politeness Research 3: 39–63.
Eckert, Penny. 2012. “Three Waves of Variation Study: The Emergence of Meaning in the Study of Sociolinguistic Variation.” Annual Review of Anthropology 41: 87–100.
Goffman, Erving. 1967. “On Face-work: An Analysis of Ritual Elements in Social Interaction.” In Interaction Ritual: Essays in Face-to-Face Behavior, by Erving Goffman, 5–45. Chicago: Aldine. Originally published in Psychiatry: Journal for the Study of Interpersonal Processes 18 (3) (1955): 213–231.
Goffman, Erving. 1971. Relations in Public: Microstudies of the Public Order. New York: Basic Books Inc.
Gunnarsson, Britt-Louise. 2009. Professional Discourse. London/New York: Continuum.
Haugh, Michael. 2013. “Im/politeness, Social Practice and the Participation Order.” Journal of Pragmatics 58: 52–72.
Ho, Victor. 2017. “Giving Offense and Making Amends: How Hotel Management Attempts to Manage Rapport with Dissatisfied Customers.” Journal of Pragmatics 109: 1–11.
Holmes, Janet. 1990. “Apologies in New Zealand English.” Language in Society 9: 155–199.
Hopkinson, Christopher. 2016. “The Customer Isn’t Always Right … Aggressive and Defensive Responses to Negative Customer Reviews on TripAdvisor.” In Professional Genres from an Interpersonal Perspective, ed. by Renáta Tomášková, Christopher Hopkinson, and Gabriela Zapletalová, 158–197. Newcastle upon Tyne: Cambridge Scholars Publishing.
Kádár, Daniel Z., and Michael Haugh. 2013. Understanding Politeness. Cambridge: Cambridge University Press.
Kampf, Zohar. 2009. “Public (Non-)apologies: The Discourse of Minimizing Responsibility.” Journal of Pragmatics 41: 2257–2270.
Martin, James R.1997. “Analysing Genre: Functional Parameters.” In Genres and Institutions: Social Processes in the Workplace and School, ed. by Frances Christie, and James R. Martin, 3–39. London: Cassell.
Martin, James R., and David Rose. 2008. Genre Relations: Mapping Culture. London: Equinox.
Martin, James R., and Peter R. R. White. 2005. The Language of Evaluation: Appraisal in English. London/New York: Palgrave Macmillan.
Orthaber, Sara, and Rosina Márquez-Reiter. 2011. “‘Talk to the Hand.’ Complaints to a Public Transport Company.” Journal of Pragmatics 43: 3860–3876.
Page, Ruth. 2014. “Saying ‘Sorry’: Corporate Apologies Posted on Twitter.” Journal of Pragmatics 62: 30–45.
Scollon, Ronald, and Scollon, Suzanne B. K.1995. Intercultural Communication: A Discourse Approach. Oxford: Blackwell.
Searle, John, and Daniel Vanderveken. 1985. Foundations of Illocutionary Logic. Cambridge: Cambridge University Press.
Spencer-Oatey, Helen. 2000. “Rapport Management: A Framework for Analysis.” In Culturally Speaking: Managing Rapport Through Talk Across Cultures, ed. by Helen Spencer-Oatey, 11–46. London/New York: Continuum.
Spencer-Oatey, Helen. 2002. “Managing Rapport in Talk: Using Rapport Sensitive Incidents to Explore the Motivational Concerns Underlying the Management of Relations.” Journal of Pragmatics 34: 529–545.
Spencer-Oatey, Helen. 2007. “Theories of Identity and the Analysis of Face.” Journal of Pragmatics 39: 639–656.
Spencer-Oatey, Helen. 2008. “Face, (Im)politeness and Rapport.” In Culturally Speaking: Culture, Communication and Politeness Theory, ed. by Helen Spencer-Oatey, 11–47. London/New York: Continuum.
Swales, John M.1990. Genre Analysis: English in Academic and Research Settings. Cambridge: Cambridge University Press.
Vásquez, Camilla. 2011. “Complaints Online: The Case of TripAdvisor.” Journal of Pragmatics 43: 1707–1717.
Vanderbiesen, Jeroen. 2016. “Mixed viewpoints and the quotative-reportive cline in German: Reported speech and reportive evidentiality.” In Viewpoint and the Fabric of Meaning, ed. by Barbara Dancygier, Wei-lun Lu, and Arie Verhagen, 41–91. Berlin/Boston: de Gruyter.
Verhagen, Arie. 2016. “Introduction: On tools for weaving meaning out of viewpoint threads.” In Viewpoint and the Fabric of Meaning, ed. by Barbara Dancygier, Wei-lun Lu, and Arie Verhagen, 1–10. Berlin/Boston: de Gruyter.
Cited by (4)
Cited by four other publications
El-Dakhs, Dina Abdel Salam & Mervat M. Ahmed
2023. A pragmatic analysis of students’ complaints and professors’ responses to complaints: A case study of an Egyptian private university. Cogent Arts & Humanities 10:1
Orthaber, Sara
2023. Complaint Calls and Facebook Complaints. In (Im)politeness at a Slovenian Call Centre [Advances in (Im)politeness Studies, ], ► pp. 239 ff.
Hopkinson, Christopher
2021. Realizations of oppositional speech acts in English: a contrastive analysis of discourse in L1 and L2 settings. Intercultural Pragmatics 18:2 ► pp. 163 ff.
This list is based on CrossRef data as of 4 july 2024. Please note that it may not be complete. Sources presented here have been supplied by the respective publishers.
Any errors therein should be reported to them.