Complaints online: The case of TripAdvisor

Journal of Pragmatics

Volumn 43, Issue 6, 2011, Pages 1707-1717

  Vásquez, Camilla ^a  

^a UNIVERSITY OF SOUTH FLORIDA   (United States)

Author keywords

CMC; Complaints; Online reviews; Recommendations; Speech acts; TripAdvisor

Indexed keywords

EID: 79952006896     PISSN: 03782166     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.pragma.2010.11.007     Document Type: Article

References (51)

1. Arent Russell Sociopragmatic decisions regarding complaints by Chinese learners and NSs of American English. Hong Kong Journal of Applied Linguistics 1996, 1(1):125-147.
2. Au Norman, Buhalis Dimitrios, Law Rob Complaints on the online environment-the case of Hong Kong hotels. Information and Communication Technologies in Tourism, 2009 2009, 73-85. Springer-Verlag Wien, The Netherlands. W. Hopken, U. Gretzel, R. Law (Eds.).
3. Benwell Bethan, Stokoe Elizabeth Discourse and Identity 2007, Edinburgh University Press, Edinburgh.
4. Bolivar Adriana Los reclamos como actos de habla en el español de Venezuela. Actos de Habla y Cortesia en el Español 2002, Lincom, Munich, pp. 37-53. M.E. Placencia, D. Bravo (Eds.).
5. Boxer Diana Complaints as positive strategies: what the learner needs to know. TESOL Quarterly 1993, 27(2):277-299.
6. Boxer Diana Complaining and Commiserating: A Speech Act View of Solidarity in Spoken American English 1993, Peter Lang, New York.
7. Briggs Senga, Sutherland Jean, Drummond Siobhan Are hotels serving quality? An exploratory study of service quality in the Scottish hotel sector. Tourism Management 2007, 28:1006-1019.
8. Brown Penelope, Levinson Steven Politeness: Some Universals in Language Use 1987, Cambridge University Press, Cambridge.
9. Chung Jin Young, Buhalis Dimitrios Web 2.0: a study of online travel community. Information and Communication Technologies in Tourism: Proceedings of the International Conference in Innsbruck, Austria, 2008 2008, 267-278. Springer, Vienna. P. O'Connor, W. Höpken, U. Gretzel (Eds.).
10. Cohen Andrew, Olshtain Elite The production of speech acts by EFL learners. TESOL Quarterly 1993, 27(1):33-56.
11. Dersley Ian, Wootton Anthony Complaint sequences within antagonistic argument. Research on Language and Social Interaction 2000, 33(4):375-406.
12. Dlali Mawande The speech act of complaint in IsiXhosa. South African Journal of African Languages 2003, 23(3):131-143.
13. Drew Paul Complaints about transgressions and misconduct. Research on Language and Social Interaction 1998, 31(3):295-325.
14. Drew Paul, Holt Elizabeth Complainable matters: the use of idiomatic expressions in making complaints. Social Problems 1988, 35:398-417.
15. Drew Paul, Walker Traci Going too far: complaining, escalating, and disaffiliation. Journal of Pragmatics 2009, 41(12):2400-2414.
16. Du Jinwen Steinberg Performance of face threatening acts in Chinese: complaining, giving bad news and disagreeing. Pragmatics of Chinese as a Native and Target Language 1995, 167-206. University of Hawaii Press, Manoa, HI. G. Kasper (Ed.).
17. Edmondson Willis, House Juliane Let's Talk and Talk about It: A Pedagogic Interactional Grammar of English 1981, Urban & Schwartzenberg, Munich.
18. Edwards Derek Moaning, whinging and laughing: the subjective side of complaints. Discourse Studies 2005, 7(1):5-29.
19. Geluykens Ronald, Kraft Bettina Sociocultural variation in native and interlanguage complaints. Meaning Through Language Contrast 2003, vol. 2:251-275. Benjamins, Amsterdam.
20. Geluykens Ronald, Kraft Bettina Gender variation in native and interlanguage complaints. Cross-Cultural Pragmatics and Interlanguage English 2007, 143-158. Lincom-Europa, Muenchen. B. Kraft, R. Geluykens (Eds.).
21. Gretzel Ulrike Online Travel Review Study: Role & Impact of Online Travel Reviews 2007, [online report]. http://www.tripadvisor.com/pdfs/OnlineTravelReviewReport.pdf.
22. Haakana Markku Reported thought in complaint stories. Reporting Talk: Reported Speech in Interaction 2007, 150-178. Cambridge University Press, Cambridge. E. Holt, R. Clift (Eds.).
23. Hartford Beverly, Mahboob Ahmar Models of discourse in the letter of complaint. World Englishes 2004, 23(4):585-600.
24. Heinemann Trine Participation and exclusion in third party complaints. Journal of Pragmatics 2009, 41(12):2435-2451.
25. Heinemann Trine, Traverso Véronique Complaining in interaction. Journal of Pragmatics 2009, 41(12):2381-2384.
26. Ishihara Noriko, Cohen Andrew Teaching and Learning Pragmatics: Where Language and Culture Meet 2010, Pearson Longman, Harlow, UK.
27. Katriel Tamar Griping as a verbal ritual in some Israeli discourse. Dialogue in Interdisciplinary Approaches 1985, 367-382. Benjamins, Amsterdam. M. Dascal (Ed.).
28. Köhl, Marja Ebba, 2009. " ROTTEN SERVICE!!" or " Nie wieder!!!!!!" British and German electronic complaints. Unpublished PhD thesis, Universität Bonn.
29. Kraft Bettina, Geluykens Ronald Complaining in French L1 and L2: A Cross-linguistic Investigation 2002, Eurosla Yearbook Benjamins, Philadelphia, pp. 227-242.
30. Laforest Marty Scenes of family life: complaining in everyday conversation. Journal of Pragmatics 2002, 34(10-11):1595-1620.
31. Law Rob Internet and tourism. Part XXI. TripAdvisor. Journal of Travel & Tourism Marketing 2006, 20(1):75-77.
32. Miguéns Joana, Baggio Rodolfo, Costa Carlos Social media and tourism destinations: TripAdvisor case study. IASK ATR 2008 (Advances in Tourism Research 2008) 2008.
33. Murphy Beth, Neu Joyce My grade's too low: the speech act set of complaining. Speech Acts Across Cultures 1996, 191-216. Mouton de Gruyter, Berlin. S.M. Gass, J. Neu (Eds.).
34. Nakabachi Keiichi Pragmatic transfer in complaints: strategies of complaining in English and Japanese by Japanese EFL speakers. JACET Bulletin 1996, 27:127-142.
35. O'Connor Peter User-generated content and travel: a case-study on Tripadvisor. com. Information and Communication Technologies in Tourism: Proceedings of the International Conference in Innsbruck, Austria, 2008 2008, 47-58. Springer, Vienna. P. O'Connor, W. Höpken, U. Gretzel (Eds.).
36. Olshtain Elite, Weinbach Liora Complaints: a study of speech act behavior among native and nonnative speakers of Hebrew. The Pragmatic Perspective: Selected Papers from the 1985 International Pragmatics Conference 1987, Benjamins, Amsterdam, pp. 195-208. J. Vershueren, M. Bertuccelli-Papi (Eds.).
37. Olshtain Elite, Weinbach Liora Interlanguage features of the speech act of complaining. Interlanguage Pragmatics 1993, 108-137. Oxford University Press, New York. G. Kasper, S. Blum-Kulka (Eds.).
38. Pinto Derrin, Raschio Richard Oye, ¿Qué onda con mi dinero? An analysis of heritage speaker complaints. Sociolinguistic Studies 2008, 2(2):221-249.
39. Pomerantz Anita Extreme case formulations: a way of legitimizing claims. Human Studies 1986, 9:219-229.
40. Ranosa-Madrunio Marilu The discourse organization of letters of complaint to editors in Philippine English and Singapore English. Philippine Journal of Linguistics 2004, 35(2):67-97.
41. Rasekh Zoreh Eslami Face-keeping strategies in reaction to complaints: English and Persian. Journal of Asian Pacific Communication 2004, 14(1):181-197.
42. Roulston Kathryn The management of 'safe' and 'unsafe' complaint sequences in research interviews. Text 2000, 20(3):307-345.
43. Sacks Harvey Lectures on Conversation 1992, vols. 1 and 2. Blackwell, Oxford.
44. Salmani-Nodoushan Mohammad Ali Conversational strategies in Farsi complaints: the case of Iranian complainees. The International Journal of Language, Society and Culture 2006, 18. http://www.educ.utas.edu.au/users/tle/journal/articles/2006/18-3.htm,%20retrieved%2012/11/09.
45. Scott Susan Social media through the lens of agential realism. Paper Presented at Developing Theoretical Innovation: A Workshop on the Issues Surrounding Sociomateriality 2009.
46. Tatsuki Donna If my complaints could passions move: an interlanguage study of aggression. Journal of Pragmatics 2000, 32(7):1003-1017.
47. Tian, Qing-Qing, 2006. Even Chinese people complain: a study on complaint usage on BBS. Unpublished master's thesis, Providence University, Taiwan.
48. Trosborg Anna Interlanguage Pragmatics: Requests, Complaints and Apologies 1995, Mouton de Gruyter, Berlin.
49. Vásquez Camilla Examining the role of face work in a workplace complaint narrative. Narrative Inquiry 2009, 19(2):259-279.
50. Wierzbicka Anna Cross-Cultural Pragmatics: The Semantics of Human Interaction 1991, Mouton de Gruyter, New York.
51. Yoo Kyung-Hyan, Gretzel Ulrike Comparison of deceptive and truthful travel reviews. Information and Communication Technologies in Tourism, 2009 2009, 37-47. Springer-Verlag Wien, The Netherlands. W. Hopken, U. Gretzel, R. Law (Eds.).