- Title
- Virtual rapport management: responses to positive online reviews
- Creator
- Taw, Ly Wen; Paravasivam, Shamala; Libert, Alan; Moskovsky, Christo
- Relation
- ExLing 2021. ExLing 2021: Proceedings of 12th International Conference of Experimental Linguistics (Athens, Greece 11-13 October, 2021)
- Relation
- https://exlingsociety.com/past-proceedings/#2021
- Publisher
- ExLing Society
- Resource Type
- conference paper
- Date
- 2021
- Description
- The proliferation of technology has facilitated online feedback mechanisms, and has led to an increase in electronic Word-of-Mouth (eWOM). Due to the influence of eWOM, online reviews and hotel responses have a significant impact on customers' purchasing intentions. Drawing on Spencer-Oatey's (2008) Rapport Management Model (RMM), the present study explores the rapport management strategy in the RMM discourse domains that Malaysian five-, four-and three-star hotel management use to respond to positive online reviews. The data regarding hotel responses to positive online reviews were collected from TripAdvisor. Using the Genre Analysis Model (Bhatia, 1993), six major 'moves' in responding to positive online reviews were identified. The results provide insights into the cultural rapport management strategies used in Malaysia from a discourse perspective.
- Subject
- online reviews; hotel responses; moves; rapport management; TripAdvisor
- Identifier
- http://hdl.handle.net/1959.13/1450046
- Identifier
- uon:43815
- Identifier
- ISBN:9786188458512
- Identifier
- ISSN:2529-1092
- Language
- eng
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