Review Response Genre

1. The changing tourism ecology: from travel agents to travel websites 2. The review response genre: what we do (not) know 3. The present study 4. How managers structure their responses 5. How managers manage rapport with customers 6. Metadiscourse in review response genre: patterns of use and functions 7. The review response genre: what makes it work? 8. Conclusion

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• Teoria e comportamento organizacional
• Indústria hospitalar
• Psicologia social, de grupo ou colectiva
• Sociolinguística
• Psicologia ocupacional e industrial
• Idioma: história e obras gerais
• Análise do discurso
• Semântica e pragmática
• Métodos de pesquisa: geral
• Grupos e teoria do grupo

Negative comments;Criticisms;online reviews;travel websites;rapport management;metadiscourse;service recovery;managerial responses;language and persuasion;digital discourse;TripAdvisor;language and communication;rapport building;Hotel management;customer service;online communication;reviewing websites;Dissatisfied Customers;Hotel Managers;Peripheral Route;Negative Online Reviews;Engagement Markers;Association Rights;Negative Reviews;Lower End Hotels;Frame Markers;Service Recovery Effort;Persuasive Attempts;Attitude Markers;Elm;Central Route;Hotel's Practices;English For Specific Purposes;Obligatory Moves;Reviewer's Credibility;Research Articles;Interactional Goals;Conversational Human Voice;Hotel's Financial Performance;Popular Travel Websites