Technology Mediated Service Encounters
Edited by Pilar Garcés-Conejos Blitvich, Lucía Fernández-Amaya and María de la O Hernández-López
[Pragmatics & Beyond New Series, 300] 2019. xi, 247 pp.
María de la O Hernández-López
List of John Benjamins publications for which María de la O Hernández-López plays a role.
Title
Subjects Communication Studies | Discourse studies | Pragmatics
2024 When dissatisfactory experiences turn into conflict: A contrastive study of negative Spanish product and experience-based reviews on Trustpilot Journal of Language Aggression and Conflict: Online-First Articles | Article
Online reviews have partly become a complaints channel in which posters vent their negative feelings (Henning-Thurau et al. 2004), but the contents, as well as the way posters express their opinions, may vary depending on the type of review, the platform, and the consumers’ expectations, among… read more
2024 Millennial identity work in BlablaCar online reviews Pragmatics 34:1, pp. 134–159 | Article
In the age of Internet communication, car sharing as well as other types of sharing (accommodation, offices, etc.) has led to the emergence of the so-called sharing economy platforms, such as BlaBlaCar. Previous studies have demonstrated that millennials (i.e., those born between 1981 and 1999)… read more
2022 When travellers’ expectations are not met: Rapport management in Airbnb online consumer reviews with negative valence Journal of Language Aggression and Conflict 10:2, pp. 241–268 | Article
In recent years, travellers have increasingly opted for sharing economy businesses, such as Airbnb. In contrast to other platforms for travellers, the Airbnb review system is characterised by its positivity bias, which implies that most of the users post enthusiastically positive reviews.… read more
2019 An introduction to technology mediated service encounters Technology Mediated Service Encounters, Garcés-Conejos Blitvich, Pilar, Lucía Fernández-Amaya and María de la O Hernández-López (eds.), pp. 1–14 | Chapter
2019 What makes a positive experience? Offline/online communication and rapport enhancement in Airbnb positive reviews Pragmatics and Society 10:2, pp. 177–204 | Article
‘Sharing economy’ platforms such as Airbnb have recently given rise to new travel trends in which electronic word of mouth and interpersonal contact are central. This study examines 90 positive reviews, with a threefold objective: first, analyse what makes Airbnb a social platform; second,… read more