2021
DOI: 10.1177/10506519211001113
|View full text |Cite
|
Sign up to set email alerts
|

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

Abstract: This study examines 50 business responses to negative reviews on Amazon.com in order to identify common genre moves for responding to negative online reviews. To complement the genre analysis and assess the effectiveness of these common genre moves, the author conducted a survey seeking consumers’ feedback on three typical business responses to negative online reviews. This investigation not only provides feedback on how businesses can publicly respond to negative online reviews but also presents an empirical … Show more

Help me understand this report

Search citation statements

Order By: Relevance

Paper Sections

Select...
1

Citation Types

0
0
0

Year Published

2023
2023
2024
2024

Publication Types

Select...
4
1
1

Relationship

0
6

Authors

Journals

citations
Cited by 7 publications
(1 citation statement)
references
References 48 publications
(62 reference statements)
0
0
0
Order By: Relevance
“…Due to its dynamism, genre creates opportunities for text analysis where emerging new genres can be gathered. For instance, studies have examined different forms of digital genres on firm-generated advertisements (Shi & Wan, 2021), negative online reviews (Wang, 2021), marketing emails (McVeigh, 2020), university recruitment posts (Feng, 2019), educational podcasts (Drew, 2017), university website homepages (Zhang, 2017), disclosure policy (Koskela, 2017), and YouTube tutorials (Bhatia, 2018) to name a few. What these genres have in common is each has its communicative purposes that seek to achieve a certain goal through the rhetorical moves performed by members of the community in a web-mediated medium.…”
Section: Digital Genrementioning
confidence: 99%
“…Due to its dynamism, genre creates opportunities for text analysis where emerging new genres can be gathered. For instance, studies have examined different forms of digital genres on firm-generated advertisements (Shi & Wan, 2021), negative online reviews (Wang, 2021), marketing emails (McVeigh, 2020), university recruitment posts (Feng, 2019), educational podcasts (Drew, 2017), university website homepages (Zhang, 2017), disclosure policy (Koskela, 2017), and YouTube tutorials (Bhatia, 2018) to name a few. What these genres have in common is each has its communicative purposes that seek to achieve a certain goal through the rhetorical moves performed by members of the community in a web-mediated medium.…”
Section: Digital Genrementioning
confidence: 99%