The Review Response Genre

Structures, Language, and Functions

Victor Ho (Hong Kong Polytechnic University, Hong Kong)

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English

Routledge
30 January 2025

Research methods: general; Social, group or collective psychology; Hospitality industry

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.

By: Victor Ho (Hong Kong Polytechnic University Hong Kong)
Imprint: Routledge
Country of Publication: United Kingdom
Dimensions: Height: 234mm, Width: 156mm,
Weight: 371g
ISBN: 9781032101651
ISBN 10: 1032101652
Pages: 192
Publication Date: 30 January 2025
Audience: College/higher education , Primary
Format: Paperback
Publisher's Status: Active

1. The changing tourism ecology: from travel agents to travel websites 2. The review response genre: what we do (not) know 3. The present study 4. How managers structure their responses 5. How managers manage rapport with customers 6. Metadiscourse in review response genre: patterns of use and functions 7. The review response genre: what makes it work? 8. Conclusion

Victor Ho is an Associate Professor in the Department of English at The Hong Kong Polytechnic University. He completed his PhD in Linguistics from Macquarie University in 2009.