Exploring the effectiveness of hotel management's responses to negative online comments
Bibliographic Data
| ID | 7330765 |
|---|---|
| Authors | Victor Ho (0000-0002-6501-3473, corresponding author) |
| Year | 2018 |
| Volume | 216 |
| Pages | 47-63 |
| Publication date | 2018-11-05 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Lingua (JOURNAL) |
| Journal identifiers | ISSN: 0024-3841 • E-ISSN: 1872-6135 |
| Publisher | Elsevier BV (PUBLISHER) |
| DOI | 10.1016/j.lingua.2018.10.004 |
| OpenAlex | W2900059515 |
| Language | EN |
| Citations received | 11 |
| References cited | 45 |
Advertising · Business · Hotel management · Linguistics · Perspective (graphical · Persuasion · Political science · Reading (process · Reputation · Reputation management · Sociology · Tourism · Computer Science · Digital Communication and Language · Digital Marketing and Social Media · Discourse Analysis in Language Studies · Psychology · Social Psychology · Marketing
A Cross-Cultural Pragmatic Study of Online Complaints by Japanese and Malaysian Hotel Guests in English
“Together, we fight the virus”
Online Corporate Apology Strategies Posted on Twitter in Arabic
Managing Virtual Rapport on TripAdvisor
Rapport management in Chinese and English responses to online negative reviews
A unique blend of interpersonal and transactional strategies in English email responses to customer complaints in a B2C setting
“ Shuoshihua , …”
Do hotels enhance and challenge rapport with customers with the same degree of commitment
Utilizing AI to manage rapport
Denial in managerial responses
We are completely stunned
The Writing Scholar
Exploring Corporate Rhetoric
Interactional metadiscourse in research article abstracts
Interactions in L1 and L2 undergraduate student writing
Disciplinary interactions
Metadiscourse in Academic Writing
Applying a Gloss
Rapport — how the weight it carries affects the way it is managed
Discourse of persuasion
Hotels׳ responses to online reviews
Guarding the gate politically and politely
Face as relational and interactional
Interactional metadiscourse in young EFL learner writing
Argumentation, metadiscourse and social cognition
Tried and tested
Responding to negative online reviews
Reflexive metadiscourse in research articles in Spanish
Managing Rapport in Intercultural Business Interactions
The use of interactional metadiscourse in job postings
Managing prospect affiliation and rapport in real-life sales encounters
Politeness at work
The pragmatic role of textual and interpersonal metadiscourse markers in the construction and attainment of persuasion
Face and politeness
Complaints online
Rapport building in student group work
Giving offense and making amends
Reexamination of the universality of face
Politeness phenomena in modern Chinese
| Unique citing works | 11 |
|---|---|
| Citations per year | 1,83 |
| Citation span | 2020 - 2026 (7) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 11 |