Use of interactional metadiscourse and identity construction in responses to negative online reviews of Chinese and British hotels.

ABSTRACT: In the business context, effectively responding to negative reviews is critical for a hotel to maintain reputation and customer relations. To explore the linguistic devices employed in addressing guest complaints, a corpus-based study is conducted on the use of interactional metadiscourse and identity construction in responses to negative online reviews of Chinese and British Hotels. Drawing upon the statistical results of the usage of interactional metadiscourse and the analysis of discourse examples, this study delves into the frequency and similarities/differences in the employment of five subcategories of interactional metadiscourse across the respective corpora of 100 responses to negative reviews from hotels in Beijing and hotels in London. Furthermore, the study examines the charact

SUBMITTER: Huang J 

PROVIDER: S-EPMC11676494 | biostudies-literature | 2024

REPOSITORIES: biostudies-literature