Achieving service recovery through responding to negative online reviews

Research output: Journal article publicationJournal articleAcademic researchpeer-review

18 Citations (Scopus)

Abstract

The beginning of the 21st century witnesses a trend for business and leisure travelers to make accommodation decisions by referring to online reviews of hotel accommodation services and the hotel management’s responses to such reviews. The responses, termed review response genre in this study, have since attracted considerable research attention. The purpose of this article is twofold. First, it aims to identify the moves present in the review response genre; second, it aims to explore how the hotel management attempts to achieve service recovery with the moves of the genre. A total of three obligatory moves are identified: Acknowledging Problem, Expressing Feeling and Thanking Reviewer. The findings will have significant implications for the hospitality and wider service industry practitioners responsible for handling negative online reviews.
Original languageEnglish
Pages (from-to)31-50
Number of pages20
JournalDiscourse and Communication
Volume11
Issue number1
DOIs
Publication statusPublished - 1 Jan 2017

Keywords

  • Genre
  • hotel accommodation
  • move structure
  • TripAdvisor

ASJC Scopus subject areas

  • Communication
  • Linguistics and Language

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