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from TripAdvisor are analyzed qualitatively with Nvivo10. Results show that hotel management has the strongest preference for
apology, followed by implicit denial and then explicit denial when dealing with the three different types of accusations of trust
violation. The findings will enhance our understanding of trust and its repair, and benefit hospitality practitioners responsible
for handling online criticisms and complaints.
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Cited by
Cited by 3 other publications
Ho, Victor
2020. Do hotels enhance and challenge rapport with customers with the same degree of commitment?. Journal of Pragmatics 166 ► pp. 70 ff.
Ho, Victor
2021. Denial in managerial responses: Forms, targets and discourse environment. Journal of Pragmatics 176 ► pp. 124 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 17 april 2022. 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.