Cyberpragmatics: Complaints and the Collective Perspective

Olshtain, Elite; Treger, Idan

doi:10.1163/26660393-bja10069

Cited by 3 publications

(1 citation statement)

References 24 publications

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“…Complaining has received considerable attention from the pragmatics perspective both in face-to-face interaction (c.f. : studies by Sacks, 1992;Olshtain and Weinbach, 1987; among others) and more recently, online (Olshtain and Treger, 2023). A complaint can be defined as a speech act in which the speaker expresses disapproval or negative feelings such as displeasure or annoyance in reaction to a past or ongoing action performed by the complaint recipient, who is held responsible (Olshtain and Weinbach, 1987: 195;Trosborg, 1995: 311-312).…”

Section: Theoretical Frameworkmentioning

confidence: 99%

Speech Act Set in TripAdvisor Conflictive Exchanges

Hernández Toribio,

Mariottini

2023

Contrastive Pragmatics

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In the present article, taking a ‘polylogal’ perspective, we carry out a cross-linguistic analysis of speech act sets in conflictive exchanges (SASCs) on TripAdvisor (TA) in Spanish and Italian. These exchanges involve, on one hand, reviewer opinions concerning hospitality and travel experiences and, on the other, hospitality/travel-industry representative responses to form a review-response pair that is part of a polylogue with other TA users. These exchanges are characterised as potentially conflictive since, where travellers rate their experiences as poor, this micro-act of complaint may be responded to in a more or less confrontational fashion with hospitality-industry representatives responding in ways that either encourage, minimise, or avoid conflict. Our research is based on a total of 1,000 TripAdvisor (TA) posts forming two sub-corpora (Spanish and Italian) each of 500 review-response pairs where users gave opinions concerning their experiences of certain hotels or restaurants and were responded to by representatives from these hotels or restaurants. Our objective is to analyse these SASCs in order to identify a) the different categories of SASCs used in, firstly, reviews (opposition) and, secondly, in responses (reactions); b) to what extent each of these categories are used; c) if there is variation between the Spanish and Italian sub-corpora in terms of the use of different types of SASCs in opposition and reaction, and finally, d) how this variation might be related to sociocultural factors in the two sub-corpora. Data show several dissimilarities between the Spanish and Italian sub-corpora in terms of communication strategies used on the TA platform. For example, Italian hotel/restaurant representatives adopted a confrontational style using mostly unmitigated disagreement, acts of disqualification or self-praise while, in contrast, Spanish respondents were more supportive using mostly convivial acts, mitigating supportive moves and linguistic strategies. Besides giving a range of insights into cross-cultural variation in digital communication strategies, this work also provides a methodological model for the analysis of macro conflictive speech acts and their modification strategies. It is hoped that this model will prove useful in future research concerning digital communication, especially TA exchanges.

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Section: Theoretical Frameworkmentioning

confidence: 99%

Speech Act Set in TripAdvisor Conflictive Exchanges

Hernández Toribio,

Mariottini

2023

Contrastive Pragmatics

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A comprehensive bibliometric analysis of speech acts in international journals (2013–2023)

Afzaal,

Shanshan,

El-Dakhs

2024

Cogent Arts & Humanities

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Hosting Service Complaints, Claims, and Suggestions for Accommodation Management

Apaza-Panca,

Ramos,

Saico

et al. 2024

RGSA

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Objective: The objective of the research was to analyze the management of complaints, claims and suggestions regarding the service provided in lodging establishments in Sullana, Peru. Theoretical reference: A complaint arises from the client and involves a state of dissatisfaction caused by a failure in the service provided. Managing complaints, claims and suggestions that arise in a lodging establishment is a key aspect when it comes to providing better service, since the focus should be on the client and on satisfying each of his needs. Method: The methodology is a basic, non-experimental, descriptive and cross-sectional design, with a non-probabilistic sampling by convenience and intentional, the sample was made up of 11 lodging establishments in the district of Sullana, which responded to items with a Likert scale. Results and conclusion: The results indicate that the complaints, claims and suggestions come from the service provided in the established time considering that the clients will make the claim orally to the waiters in the case of food service and if it is for the rooms they will resort to the receptionists, the registration of claims does not happen in all cases, on the other hand, there are clients who prefer not to present the claim to the personnel, and tend to transmit it to other people generating negative comments that affect the image of the establishment. Research implications: The study invites us to rethink whether or not to ignore an incident. An important fact is to accompany the solution with some kind of compensation; it can have a valuable effect on the customer, turning him from a dissatisfied customer into a loyal customer. However, the absence of complaints does not always indicate full satisfaction. Originality/Value: This study contributes to the literature on the management of complaints and claims for the improvement of service in lodging establishments, which will make it possible to anticipate future incidents.

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Cyberpragmatics: Complaints and the Collective Perspective

Cited by 3 publications

References 24 publications

Speech Act Set in TripAdvisor Conflictive Exchanges

Speech Act Set in TripAdvisor Conflictive Exchanges

A comprehensive bibliometric analysis of speech acts in international journals (2013–2023)

Hosting Service Complaints, Claims, and Suggestions for Accommodation Management

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