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

Revue:
Revista signos: estudios de lingüística

ISSN: 0035-0451,  0718-0934

Année de publication: 2022

Volumen: 55

Número: 109

Pages: 532-559

Type: Article

DOI: 10.4067/S0718-09342022000200532 WoS: 000836742700004 DIALNET GOOGLE SCHOLAR lock_openAccès ouvert editor

D'autres publications dans: Revista signos: estudios de lingüística

Résumé

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.

Références bibliographiques

  • Albaladejo, T. (2010). La poliacroasis y su manifestación en la retórica política. A propósito del discurso inaugural de Bararck Obama. En J. L. Cifuentes, A. Gómez, A. Lillo, J. Mateo & F. Yus (Eds.), Los caminos de la lengua. Estudios en homenaje a Enrique Alcaraz Varó (pp. 927-939). Alicante: Universidad de Alicante.
  • Albelda Marco, M. & Cestero Mancera, A. M. (2011). De nuevo, sobre los procedimientos de atenuación lingüística. Español Actual, 96, 121-155.
  • Calvi, M. V. (2019). Oralización y polifonía en la lengua del turismo 2.0: El caso de las plataformas de reserva hotelera. Normas, 9, 1-16.
  • Chen, Y. & Xie, J. (2008). Online consumer review: Word-of-Mouth as a new element of Marketing Communication Mix. Management Science, 55(3), iv-626.
  • Danziger, R. & Kampf, Z. (2020). #Lovely country, #wonderful people: Diplomatic compliments and praise on Twitter. En M. E. Placencia & Z. R. Eslami (Eds.), Complimenting Behavior and (Self-) Praise across Social Media (pp.165-188). Ámsterdam: John Benjamins.
  • Davis, J. & Jurgenson, N. (2014). Context collapse: Theorizing context collusions and collisions. Information, Communication and Society, 17(4), 476-485.
  • Feng, W. & Ren, W. (2019). This is the destiny, Darling: Relational acts in Chinese management responses to online consumer reviews. Discourse, Context & Media, 28, 52-59.
  • Goffman, E. (1981). Forms of talk. Philadelphia: University of Pennsylvania Press.
  • Heinemann, T. & Traverso, V. (2009). Complaining in interaction. Journal of Pragmatics, 41(12), 2381-2578.
  • Herbert, R. (1989). The ethnography of English compliments and compliment responses. A contrastive sketch. En W. Olesky (Ed.), Contrastive Pragmatics (pp. 3-36). Ámsterdam: John Benjamins.
  • Hernández López, M. O. (2019). What makes a positive experience? Offline/online communication and rapport management in Airbnb positive reviews. Pragmatics and Society, 10(2), 177-204.
  • Hernández Toribio, M. I. & Mariottini, L. (2015). Actos de habla y atenuación 2.0: Tripadvisor. Círculo de Lingüística Aplicada a la Comunicación, 73, 15-32.
  • Hernández Toribio, M. I. & Mariottin, L. (2016). TripAdvisor y actos de habla. Delimitaciones teóricas y propuestas metodológicas para el análisis de las estrategias de atenuación de los actos directivos. Pragmática Sociocultural/ Sociocultural Pragmatics, 4(2), 149-181.
  • Hernández Toribio, M. I. & Mariottin, L. (2020). Compliments in congratulatory Tweets to Spanish Olympic athletes. En M. E. Placencia & Z. R. Eslami (Eds.), Complimenting Behavior and (Self-) Praise across Social Media (pp. 263-286). Ámsterdam: John Benjamins.
  • Hernández Toribio, M. I. & Deltell Escolar, L. (2017). Cumplidos y halagos en el español peninsular, ¿cuestión de términos? Onomazein, 37, 188-210.
  • Hidalgo Downing, R. (2020). Variación de estilo en interacciones digitales: Las reseñas de hoteles en TripAdvisor. Doxa Comunicación, 31, 1-20.
  • Holmes, J. (1988). Paying compliments: A sex preferential politeness strategy. Journal of Pragmatics, 12(4), 445-465.
  • Hyland, K. (2005). Stance and engagement: A model of interaction in academic discourse. Discourse Studies, 7(2), 173-192.
  • Jaworski, A. (1995). This is not an empty compliment! Polish compliments and the expression of solidarity. International Journal of Applied Linguistics, 5(2), 63-94.
  • Jucker, A. (2009). Speech act research between armchair, field and laboratory: The case of compliments. Journal of Pragmatics, 41, 1611-1635.
  • Kilgariff, A., Baisa, V., BuÅ¡ta, J., Jakubíček, M., Kovář, V., Michelfeit, J., Rychlý, P. & Suchomel, V. (2014). The sketch engine, ten yers on. Lexicography, 1(1), 7-36.
  • Laforest, M. (2002). Scenes of family life: Complaining in everyday conversation. Journal of Pragmatics, 34(10-11), 1595-1620.
  • Langlotz, A. & Locher, M. (2012). Ways of communicating emotional stance in online disagreements. Journal of Pragmatics, 44(12), 1591-1606.
  • Law, R. (2006). Internet and tourism. Part XXI. TripAdvisor. Journal of Travel & Tourism Marketing, 20(1), 75-77.
  • Lewandowska-Tomaszczyk, B. (1989). Praising and complimenting. En W. Olesky (Ed.), Contrastive Pragmatics (pp. 73-100). Ámsterdam: John Benjamins.
  • Maíz Arévalo, C. (2012). Was that a compliment? Implicit compliments in English and Spanish. Journal of Pragmatics, 44, 980-996.
  • Maíz Arévalo, C. & García-Gómez, A. (2013). You look terrific! Social evaluation and relationships in online compliments. Discourse Studies, 15(6), 735-760.
  • Mancera Rueda, A. (2018). La atenuación lingüística en las reseñas digitales de hoteles y restaurantes en español. Círculo de Lingüística Aplicada a la Comunicación, 73, 53-76.
  • Mancera Rueda, A. & Pano Alamán, A. (2021). La opinión pública en la red. Análisis pragmático de la voz de los ciudadanos. Frankfurt/Madrid: Iberoamericana.
  • Manes, J. & Wolfson, N. (1981). The compliment formula. En F. Coulmas (Ed.), Conversational routine (pp.115-132). La Haya: Mouton.
  • Mariottini, L. & Hernández Toribio, M. I. (2017). La narración de experiencias en Tripadvisor. RILCE: Revista de Filología Hispánica, 33(1), 302-330.
  • Márquez Reiter, R. & Hidalgo Downing, R. (2020). Intercultural communication in a globalized world: The case of Spanish. En K. Doile & C. Félix-Brasdefer (Eds.), Handbook of Spanish Pragmatics (pp. 305-320). Londres: Routledge.
  • Marwick, A. & Boyd, D. (2011). I Tweet honestly, I Tweet passionately: Twitter users, context collapse, and the imagined audience. New Media and Society, 13(1), 114- 133.
  • Murphy, B. &. Neu, J. (1996). My grade's too low: The speech act set of complaining. En S. M. Gass & J. Neu (Eds.), Speech Acts Across Cultures: Challenges to Communication in Second Language (pp. 191-216). Berlín: Mouton de Gruyer.
  • Munar, A. M. & Jacobsen, J. (2014). Motivations for sharing tourism experiences through social media. Tourism Management, 43, 46-54.
  • Olshtain, E. & Weinbach. L. (1987). Complaints: A study of speech act behaviour among native and non-native speakers of Hebrew. En J. Vershueren & M. Bertuccelli-Papi (Eds.), The Pragmatic Perspective: Selected Papers from the 1985 International Pragmatics Conference (pp. 195-208). Ámsterdam: John Benjamins.
  • Olshtain, E. & Weinbach, L. (1993). Interlanguage features of the speech act of complaining. En G. Kasper & S. Blum-Kulka (Eds.), Interlanguage Pragmatics (pp. 108-137). Nueva York: Oxford University Press.
  • Placencia, M. E. & Eslami, Z. R. (Eds.). (2020). Complimenting behavior and (self-) praise across social media. Ámsterdam: John Benjamins.
  • Placencia, M. E. & Lower, A. (2017). Compliments and compliment responses. En C. Hoffmann & W. Bublitz (Eds.), Pragmatics of Social Media (pp. 633-660). Berlín: De Gruyter Mouton.
  • Portolés, J. (2004). Pragmática para hispanistas. Barcelona: Síntesis.
  • Schwab, P. & Rothenberger, S. (2015). Online complaint handling: The effects of politeness and grammaticality upon perceived professionalism and loyalty. Centre Emile Bernhein (CEB) Working Papers, 2-28.
  • Sparks, B. A. & Browning, V. (2010). Complaining in cyberspace: The motives and forms of hotel guests’ complaints online. Journal of Hospitality Marketing & Management, 19(7), 797-818. DOI: https://doi.org/10.1080/19368623.2010.508010
  • Suau-Jiménez, F. (2012). El turista 2.0 como receptor de la promoción turística: Estrategias lingüísticas e importancia de su estudio. Pasos. Revista de Turismo y Patrimonio Cultural, 10(4), 143-154.
  • Suau-Jiménez, F. (2016). Las quejas de los viajeros: ¿Un género digital para controlar la calidad de los servicios hoteleros? Congreso Internacional de turismo CERLIS, Università degli studi di Bergamo, Italia 25-26 [en línea]. Disponible en: https://roderic.uv.es/handle/10550/58144
  • Suau-Jiménez, F. (2019). How hotel websites may discursively adjust to customer preferences using online criticism. Ibérica, 38, 203-226.
  • Toffler, A. (1980). The third wave. Nueva York: William Morrow.
  • Vanderveken, D. (1990). Meaning and speech acts. (Vol. I). Principles of language use. Cambridge: Cambridge University Press.
  • Vásquez, C. (2011). Complaints online: The case of TripAdvisor. Journal of Pragmatics, 43(6), 1707-1717.
  • Vásquez, C. (2012). Narrativity and involvement in online consumer: The case of TripAdvisor. Narrative Inquiry, 22(1), 105-121.
  • Vásquez, C. (2014). The discourse of online consumer reviews. Londres: Bloomsbury.
  • Verschueren, J. (1999). Understanding pragmatics. Nueva York: Oxford University Press.
  • Virtanen, T. (2017). Adaptability in online consumer reviews: Exploring genre dynamics and interactional choices. Journal of Pragmatics, 116, 77-90.
  • Wierzbicka, A. (1991). Cross-cultural pragmatics. The semantics of human interaction. Nueva York: De Gruyter Mouton.
  • Wolfson, N. (1983). An empirically based analysis of complimenting in American English. En N. Wolfson & E. Judd (Eds.), Sociolinguistics and Language Acquisition (pp. 82-95). Rowley, MA: Newbury House.
  • Zhang, Y. & Vásquez, C. (2014). Hotel responses to online reviews: Managing consumer dissatisfaction. Discourse, Context and Media, 6, 54-64.
La source de données: Dialnet