Apologies in Chinese Restaurants' Responses to Negative Online Reviews and Rapport Management-A Cross-cultural Perspective
DOI:
https://doi.org/10.18002/sin.v10i1.6318Palabras clave:
negative online reviews, response texts, rhetorical moves, rapport managementResumen
The present study, drawing upon Spencer-Oatey’s (2008) Rapport Management framework, presents an analysis of restaurants’ apologies to customers in Chinese CMC. 100 responsesby restaurants to customers’ negative reviews on Dianping.com(a Chinese independent third-party
reviewing website similar to TripAdvisor) have been collected for our study, and the method of Rhetorical
Move Analysis has been used to identify Apologies and accompanying moves in our data. It is revealed
that apologies, along with other accompanying moves such as Thanks, Explanations, Repairs, Openings,
Closings, Invitations etc., serve as remedial responses to restore rapport or harmony. Considering the
public nature of the open online communication, the linguistic domain of apology (including apology
expressions, intensification, repetition, honorifics, endearing addressing terms, pronouns, and selfreferring
expressions) and content of apology (Accepting or not accepting responsibility) are properly
designed and managed by the restaurants’ response writers in order to repair the relationship with the
unsatisfied individual customer on the one hand, while maintaining and protecting the restaurants’
good reputation with the overhearing audience online on the other hand. We also compared our Chinese
online apologies with those in English and Japanese as studied by Morrow & Yamanouchi (2020) in order
to reveal some cross-cultural similarities and differences. The findings are expected to provide some
insights into the area of cross-cultural studies of online apologies, as well as to be valuable to business
professionals who increasingly interact with consumers cross-culturally on the internet.
Descargas
Métricas alternativas
Descargas
Publicado
Cómo citar
Número
Sección
Licencia
Derechos de autor 2020 Qian Yonghong
Esta obra está bajo una licencia internacional Creative Commons Atribución-NoComercial-CompartirIgual 4.0.
Sinologia Hispanica. China Studies Review considers all manuscripts on the strict condition that
- The authors grant on a nonexclusive basis the exploitation rights (reproduction, distribution, public communication and transformation) of the work accepted for publication to the University of León. The authors can establish, on their own, additional agreements for the non-exclusive distribution of the version of the work published in the journal (for example, placing it in an institutional repository or publishing it in a book), always acknowledging the initial publication in this journal.
- The manuscript is your own original work, and does not duplicate any other previously published work, including your own previously published work.
- The manuscript is not currently under consideration or peer review or accepted for publication or in press or published elsewhere.
- The manuscript contains nothing that is abusive, defamatory, libellous, obscene, fraudulent, or illegal.
- Please note that Sinologia Hispanica uses Turnitin software to screen manuscripts for unoriginal material. By submitting your manuscript to Sinologia Hispanica you are agreeing to any necessary originality checks your manuscript may have to undergo during the peer-review and production processes. Any author who fails to adhere to the above conditions will be rejected.
- Authors are allowed and encouraged to electronically disseminate the pre-print versions (version before being evaluated) and / or post-print (version evaluated and accepted for publication) of their works before publication, since it favors their circulation and earlier dissemination and with it a possible increase in its citation and scope among the academic community.
Sinologia Hispanica is under Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. You can read more about this license in versión informativa and texto legal.
