Quejas, cumplidos y elogios «online»reseñas de hoteles en la plataforma Tripadvisor

  1. Hidalgo Downing, Raquel 1
  1. 1 Universidad Complutense de Madrid
    info

    Universidad Complutense de Madrid

    Madrid, España

    ROR 02p0gd045

Revista:
Revista signos: estudios de lingüística

ISSN: 0035-0451,  0718-0934

Año de publicación: 2022

Volumen: 55

Número: 109

Páginas: 532-559

Tipo: Artículo

DOI: 10.4067/S0718-09342022000200532 WoS: 000836742700004 DIALNET GOOGLE SCHOLAR lock_openAcceso abierto editor

Otras publicaciones en: Revista signos: estudios de lingüística

Objetivos de desarrollo sostenible

Resumen

This article examines hotel guests’ positive and negative reviews of Spanish hotel chains in main touristic destinations of the Hispanic world, in order to describe and comprehend how the authors of the reviews present their point of view in relation to the lived experience. In this study, reviews that show guests’ (diss)satisfaction and those that include complaints or compliments are equally collected, contributing to an open line of research which has addressed a variety of issues about the users’ feedback. The research’s aim is to study, from a pragmatic-discursive approach, how guests use certain linguistic resources to develop their opinions and present their point of view as consumers. The article ultimately demonstrates the formation of new consumption patterns and new discourse practices that point to an increasing presence of consumers’ voice in the perception and evaluation of quality with a direct impact in the company services’ prestige and reputation.

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Fuente de los datos: Dialnet