03520cam a22006138i 4500 9781003213970 FlBoTFG 20251030122230.0 m o d cr ||||||||||| 230616s2023 enk ob 001 0 eng OCoLC-P eng rda OCoLC-P 9781003213970 (ebook) 1003213979 1000965171 (electronic bk.) 9781000965179 (electronic bk.) 9781000965162 (electronic bk. : PDF) 1000965163 (electronic bk. : PDF) 9781032101637 (hardback) 9781032101651 (paperback) 10.4324/9781003213970 doi (OCoLC)1389887751 (OCoLC-P)1389887751 P120.I6 LAN 004000 bisacsh LAN 009030 bisacsh BUS 041000 bisacsh CF bicssc Ho, Victor, author. 92996 The review response genre : structures, language, and functions / Victor Ho. Abingdon, Oxon ; New York, NY : Routledge, 2024. 1 online resource text txt rdacontent computer c rdamedia online resource cr rdacarrier "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"-- Provided by publisher. OCLC-licensed vendor bibliographic record. Language and the Internet. 92997 English language Discourse analysis. 92998 Hotels Public opinion. 92999 Hotelkeepers Attitudes. 93000 Hotelkeepers Language. 93001 Internet users Attitudes. 93002 Internet users Language. 93003 Consumers Attitudes. 61938 Consumers Language. 93004 LANGUAGE ARTS & DISCIPLINES / Communication bisacsh 93005 BUSINESS & ECONOMICS / Management bisacsh 64413 Taylor & Francis https://www.taylorfrancis.com/books/9781003213970 OCLC metadata license agreement http://www.oclc.org/content/dam/oclc/forms/terms/vbrl-201703.pdf E-Books 67444 67444