The structures, language, and functions Ho, Victor creator author. text bibliography enk 2023 monographic eng 1 online resource "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"-- Victor Ho. Language and the Internet English language Discourse analysis Hotels Public opinion Hotelkeepers Attitudes Hotelkeepers Language Internet users Attitudes Internet users Language Consumers Attitudes Consumers Language LANGUAGE ARTS & DISCIPLINES / Communication BUSINESS & ECONOMICS / Management P120.I6 9781003213970 1003213979 1000965171 9781000965179 9781000965162 1000965163 https://www.taylorfrancis.com/books/9781003213970 http://www.oclc.org/content/dam/oclc/forms/terms/vbrl-201703.pdf https://www.taylorfrancis.com/books/9781003213970 http://www.oclc.org/content/dam/oclc/forms/terms/vbrl-201703.pdf OCoLC-P 230616 20251030122230.0 9781003213970 eng