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Giving offense and making amends: How hotel management attempts to manage rapport with dissatisfied customers
16 references·6 citing·38 second hop
Giving offense and making amends: How hotel management attempts to manage rapport with dissatisfied customers (2017)Giving offense and making amends: How hot…Research Methods in Applied Linguistics (2021)Research Methods in Applied L…Cohesion in English (2014)Cohesion in EnglishSocial Media in Tourism and Hospitality: A Literature Review (2013)Social Media in Tourism and H…Research Methods in Applied Linguistics (2010)Research Methods in Applied L…Role of social media in online travel information search (2009)Role of social media in onlin…Use and Impact of Online Travel Reviews (2008)Use and Impact of Online Trav…Tried and tested: The impact of online hotel reviews on consumer consideration (2008)Tried and tested: The impact …Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research (2008)Progress in information techn…The Language of Evaluation: Appraisal in English (2005)The Language of Evaluation: A…Politeness Theory and Relational Work (2005)Politeness Theory and Relatio…Worlds of Written Discourse : A Genre-Based View (2004)Worlds of Written Discourse :…Research Genres: Explorations and Applications (2004)Research Genres: Explorations…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…Genre Analysis: English in Academic and Research Settings (1992)Genre Analysis: English in Ac…Politeness : Some Universals in Language Usage (1987)Politeness : Some Universals …Interaction Ritual: Essays on Face-to-face Behaviour (1972)Interaction Ritual: Essays on…Sharing travel experiences on TripAdvisor: A genre analysis of negative hotel reviews written in French, Spanish and Italian (2024)Sharing travel experiences on…Business responses to positive reviews online: Face-work on TripAdvisor (2021)Business responses to positiv…Online apologies to hotel guests in English and Japanese (2020)Online apologies to hotel gue…Impoliteness in negative online consumer reviews: A cross-language and cross-sector comparison (2020)Impoliteness in negative onli…Do hotels enhance and challenge rapport with customers with the same degree of commitment? (2020)Do hotels enhance and challen…“This is the destiny, darling”: Relational acts in Chinese management responses to online consumer reviews (2018)“This is the destiny, darling…Language as social semiotic : the social interpretation of language and meaning (1978)Reading images: the grammar of visual design (1996)Genre and language learning: A social semiotic perspective (2009)Constructing proximity: Relating to readers in popular and professional science (2010)Why do news values matter? Towards a new methodological framework for analysing news discourse in Critical Discourse Analysis and beyond (2014)Content Analysis: An Introduction to its Methodology. (1984)The impact of online reviews on hotel booking intentions and perception of trust (2011)Motivations for sharing tourism experiences through social media (2014)Content Analysis: An Introduction to Its Methodology (2019)Prospect Theory: An Analysis of Decision under Risk (1979)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)The magical number seven, plus or minus two: Some limits on our capacity for processing information. 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(1994)Understanding and sharing intentions: The origins of cultural cognition (2005)Principles of Critical Discourse Analysis (1993)Tit for Tat? The Spiraling Effect of Incivility in the Workplace (1999)Construal-level theory of psychological distance. (2010)English for Specific Purposes: Teaching to Perceived Needs and Imagined Futures in Worlds of Work, Study, and Everyday Life (2006)Lexical bundles in university spoken and written registers (2007)Hedging and boosting in abstracts of applied linguistics articles: A comparative study of English- and Chinese-medium journals (2011)
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References

  • 1987Politeness : Some Universals in Language Usage11,919 cited
  • 2014Cohesion in English7,368 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 1992Genre Analysis: English in Academic and Research Settings4,694 cited
  • 2008Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research3,833 cited
  • 2009Role of social media in online travel information search3,288 cited
  • 2005The Language of Evaluation: Appraisal in English2,892 cited
  • 2021Research Methods in Applied Linguistics2,793 cited
  • 2004Research Genres: Explorations and Applications1,682 cited
  • 2010Research Methods in Applied Linguistics1,581 cited
  • 2013Social Media in Tourism and Hospitality: A Literature Review1,554 cited
  • 1972Interaction Ritual: Essays on Face-to-face Behaviour1,456 cited
  • 2005Politeness Theory and Relational Work1,392 cited
  • 2008Tried and tested: The impact of online hotel reviews on consumer consideration1,312 cited
  • 2008Use and Impact of Online Travel Reviews1,141 cited
  • 2004

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Worlds of Written Discourse : A Genre-Based View
1,125 cited

Cited by

  • 2018“This is the destiny, darling”: Relational acts in Chinese management responses to online consumer reviews41 cited
  • 2020Impoliteness in negative online consumer reviews: A cross-language and cross-sector comparison34 cited
  • 2020Online apologies to hotel guests in English and Japanese29 cited
  • 2021Business responses to positive reviews online: Face-work on TripAdvisor28 cited
  • 2020Do hotels enhance and challenge rapport with customers with the same degree of commitment?24 cited
  • 2024Sharing travel experiences on TripAdvisor: A genre analysis of negative hotel reviews written in French, Spanish and Italian22 cited