Abstract
This study probes into the issue of how top hotels respond to customers’ complaints in public space by exploring their responses to negative reviews (RNRs) through the lens of discourse genre analy...
Highlights
There is no denying the fast-growing importance of customer-posted reviews in online business societies
This study extends the framework of responses to negative reviews (RNRs) genre by utilizing genre analysis to develop a guideline manual for composing an effective RNR
recurrent word combinations (RWCs) in RNRs Apart from moves and their typicality, this study explores RWCs occurred in RNRs
Summary
There is no denying the fast-growing importance of customer-posted reviews in online business societies. The review feature is very much expected these days, as it provides prospective customers with honest feedback on a particular product or service. A large body of literature has confirmed that such aspect of online business has influenced customers purchasing decision and corporate image (Bambauer-Sachse & Mangold, 2011). The intangible nature of hospitality services has made the review section the first stop before proceeding to the stage of decision-making. Vermeulen and Seegers (2009) assert that negative reviews have received tremendous attention from scholars as they have impacts on customers’ purchasing decision, leading to a call for extensive investigation on ways to effectively manage negative reviews While positive reviews are found to be beneficial to businesses in boosting sales, negative reviews made themselves an interesting topic for research. Vermeulen and Seegers (2009) assert that negative reviews have received tremendous attention from scholars as they have impacts on customers’ purchasing decision, leading to a call for extensive investigation on ways to effectively manage negative reviews
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