Composing responses to negative hotel reviews: A genre analysis

Genre Change in the Online Context: Responding to Negative Online Reviews and Redefining an Effective Genre Construct on Amazon.Com

“…Both the genre analysis and the survey results indicate that, unlike in business responses to negative online reviews on experience goods (e.g., hotel services), in business responses to negative reviews on search goods (i.e., consumer products), causal explanation and solutions/actions are not identified as frequent moves (see Sparks & Bradley, 2014; Thumvichit & Gampper, 2019) although appreciation/thanks and apologies are common moves for both search and experience goods. This difference might be contributed to the characteristics of search and experience goods—experience goods are easier to improve whereas search goods take time to redesign after they are launched on the market.…”

“…Similarly, Zhang and Vásquez (2014), in analyzing 80 hotel replies to online consumer complaints in China in order to explore how hotel management attempts to achieve service recovery, found 10 frequent moves, with expressing gratitude, making apologies, attempting resale (inviting a second visit), and providing proof of action as the most common moves and soliciting response (i.e., offering contact information for further communication) as the least frequent move. Overall, hospitality and tourism research has identified a variety of genre moves, but frequent moves include acknowledging the feedback, expressing gratitude and apologies, describing causes of issues, and explaining actions taken to address the complaints in hotel services (Sparks & Bradley, 2014; Thumvichit & Gampper, 2019). Although most of the current research on responding to negative online reviews focuses on hospitality such as hotel services, Feng and Ren (2019) examined businesses’ responses to both positive and negative reviews on consumer products in China, identifying justification, thanking, and promising as the most frequent moves.…”

Leveraging Machine Learning to Explain the Nature of Written Genres

“…We also need to include in this brief review the divergent approach on news by [11], where he also takes corpus linguistics as a basis in order to analyze futureoriented or unreal news using Danish articles with political themes that show a growing speculative intention. Finally, it seems clear that the rise of online linguistic genres offers us a wider spectrum of studies, with the paper published by [12] notable for its innovative approach to the much studied genre of reviews in the hotel domain, which emphasizes the communicative functions of each passage and also the linguistic structures that make them perfect examples of this genre.…”

“…Among the several libraries devoted to improving model interpretability, we selected ELI5 12 (Explain like I'm five) a Python tool which explains the weights given to each feature and predictions made by scikit-learn models. ELI5 was used then to evaluate the ML Selected group of features against one of the models in the BMs set, in this case, the SGD model.…”

The Generic Structure of the Thai Prime Minister's Weekly Address

“…In terms of genre analysis, there are quite a number of studies on genre in the Thai context, such as hotel brochures (Thumvichit & Gampper, 2019), research article abstracts (Vathanalaoha & Tangkiengsirisin, 2018), and comparisons of scientific research articles written in Thai and English (Kanoksilapatham, 2007). However, the weekly addresses as a political genre and their effects on politics have yet to be fully investigated.…”