Responding to Negative Online Reviews on Chinese E-Commerce Platforms

Culture's Impact and A Comparison of Rhetorical Moves

Bibliographic Data

ID21411044
AuthorsJunhua Wang (0000-0001-6032-3352, University of Minnesota, Duluth, corresponding author), Hua Wang (0000-0001-8396-809X, Cornell University)
Year2025
Volume55
Issue2
Pages115-137
Publication date2025-04-01
Open AccessYes
TypeARTICLE
VenueJournal of Technical Writing and Communication (JOURNAL)
Journal identifiersISSN: 0047-2816 • E-ISSN: 1541-3780
PublisherSAGE Publications (PUBLISHER • US)
DOI10.1177/00472816231225666
OpenAlexW4390983177
LanguageEN
References cited48

To examine the impact of cultural factors on business responses to negative online reviews, we first examined rhetorical moves in business responses to negative online reviews on Chinese B2C e-commerce platforms. Then, we conducted a comparative analysis of the rhetorical moves in this research and those identified in Wang’s research on rhetorical moves identified in business responses to negative online reviews on Amazon.com. Following the framework of social-cognitive system theory, we explained how cultural factors may shape businesses’ responses to negative online reviews and concluded the research by discussing the implications of the research in the context of cross-border e-commerce

Context (archaeology) · Linguistics · Rhetorical question · Sociology · Digital Marketing and Social Media · History · Knowledge Management and Sharing · Sentiment Analysis and Opinion Mining

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