When dissatisfactory experiences turn into conflict
A contrastive study of negative Spanish product and experience-based reviews on Trustpilot
Bibliographic Data
| ID | 7159795 |
|---|---|
| Authors | María De La O Hernández López (0000-0001-5470-1070, Universidad Pablo de Olavide, corresponding author) |
| Year | 2025 |
| Volume | 13 |
| Issue | 1 |
| Pages | 72-99 |
| Publication date | 2025-03-20 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Journal of Language Aggression and Conflict (JOURNAL) |
| Journal identifiers | ISSN: 2213-1272 • E-ISSN: 2213-1280 |
| Publisher | John Benjamins Publishing Company (PUBLISHER • NL) |
| DOI | 10.1075/jlac.00104.her |
| OpenAlex | W4396528411 |
| Language | EN |
| References cited | 40 |
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 others. This study explores 600 negative reviews in Spanish, posted to the outsourced review site Trustpilot about three different companies: Zara, Airbnb, and Travelgenio. The aim of this study is to examine: (1) the themes that posters raise as the source of complaint or conflict; and (2) the impoliteness formulae ( Culpeper 2016 ) found in the three datasets. The results show that reviews are structured around a limited set of themes and formulae, which range from rather descriptive evaluations that report moderate dissatisfaction (Zara reviews) to highly aggressive reviews related to communication problems and significant loss of money and time (Travelgenio
Business · Chemistry · Digital Marketing and Social Media · Experimental Behavioral Economics Studies · Sharing Economy and Platforms · Biochemistry
The Routledge Handbook of Spanish Pragmatics
Impoliteness in Interaction
If nearly all Airbnb reviews are positive, does that make them meaningless?
A Genre Approach to the Study of Im-politeness
Electronic Complaints
When travellers’ expectations are not met
What makes a positive experience
Conflict management in massive polylogues
On-line polylogues and impoliteness
Negative hotel reviews on TripAdvisor
Introduction
Intra-lingual pragmatic variation in the performance of reprimanding
A cross-linguistic study of metacommunication in online hotel reviews
Impoliteness in negative online consumer reviews
Production, Consumption, Prosumption
Trust and reputation in the sharing economy
Information and Consumer Behavior
Electronic word-of-mouth in hospitality and tourism management
Beyond the micro-level in politeness research
Impoliteness and Entertainment in the Television Quiz Show
Varieties of rudeness
Reflection
Moral emotions, good moral panics, social regulation, and online public shaming
Im/politeness and discursive pragmatics
Complaints online
Globalization, transnational identities, and conflict talk
Impoliteness, aggression and the moral order
Towards an anatomy of impoliteness
Giving offense and making amends
Disagreements, face and politeness
| Citation velocity | historical |
|---|---|
| Highly cited | No |