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All Journal English Learning Innovation (englie) Studies in English Language and Education
Cita Nuary Ishak
Politeknik Negeri Malang
Arts Humanities Education Languange, Linguistic, Communication & Media Social Sciences

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“Your Next Stay Will Be on Us”: Genre Analysis of Hotel Responses to Negative Reviews Cita Nuary Ishak
English Learning Innovation (englie) Vol. 3 No. 1 (2022): February
Publisher : Masters in English Education, The Directory of Postgraduate Program,Universitas Muhammadiyah Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22219/englie.v3i1.19795

Abstract

The purpose of the present paper is to identify the typical moves, steps, and common expressions in hotels’ responses to negative reviews (RNRs) posted on TripAdvisor. A specialized corpus comprising authentic 29 responses, written by top seven 4- and 5-star hotels in Malang was explored by following Swales’ notion of move analysis. Corpus-assisted analysis was also applied to identify some frequent expressions typical to major moves. The findings revealed that the generic structure of RNRs written by top hotels in Malang contain six moves and 23 steps. Unique to this finding are four additional steps that were distinct from previous studies, but appeared in the corpus: appreciating the stay, promoting hotel’s facility, clarifying misunderstanding, and making amends. ‘Thank you for’ (appearing 30 times in 22 responses) were among the most frequent expressions in major moves such as appreciating the stay and expressing gratitude. Other common expressions were also identified from the corpus and used as the basis of proposing a brief guideline for composing RNRs, which can be useful for teaching business English, or English for Specific Purposes. Overall, these findings outline a generic pattern through which representatives of top hotels in Malang manage customers’ dissatisfactions and complaints. Since these findings were derived from natural-occurring data, they can also be useful to classroom instructions, especially in providing authentic materials.
An analysis of moves and first-person references in Indonesian hotel responses to online positive reviews Cita Nuary Ishak; M. Adieb Hidayatullah
Studies in English Language and Education Vol 9, No 3 (2022)
Publisher : Universitas Syiah Kuala

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (613.31 KB) | DOI: 10.24815/siele.v9i3.25038

Abstract

Technology advancements have allowed customers to post their reviews on online platforms. In the hotel industry, responding to positive and negative reviews is imperative because it helps hotels maintain their relationship with past customers and establish a positive online persona. This paper examined the generic structure of Indonesian hotel responses to positive reviews (RPRs) through move-step and first-person reference analysis. For this purpose, we compiled a corpus of 87 authentic hotel responses to positive reviews written by past customers on TripAdvisor. The results revealed that the generic structure of this genre consists of five major moves (opening, thanking or appreciating, acknowledging a message, ending, and closing) and a minor move (positive small talk). Unique to these findings is the positive small talk, which includes explicit hopes for customers’ satisfaction and the use of phrases such as ‘your second home’ and ‘one big family’ when referring to the hotels. Regarding the first-person reference, hotel representatives tended to use the plural pronoun ‘we,’ reflecting a cooperative identity. The exclusive ‘we’ serves various communicative functions in the hotel RPRs. However, it is mainly typical of three major moves and steps: thanking or appreciating the positive reviews and the stay, stating the hotels’ commitment and standard, and soliciting a return visit. These findings can be of use as an alternative model to which practitioners in the hotel industry, including students of business English and ESP courses, may refer when aiming to produce texts within this genre.
An analysis of moves and first-person references in Indonesian hotel responses to online positive reviews Cita Nuary Ishak; M. Adieb Hidayatullah
Studies in English Language and Education Vol 9, No 3 (2022)
Publisher : Universitas Syiah Kuala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24815/siele.v9i3.25038

Abstract

Technology advancements have allowed customers to post their reviews on online platforms. In the hotel industry, responding to positive and negative reviews is imperative because it helps hotels maintain their relationship with past customers and establish a positive online persona. This paper examined the generic structure of Indonesian hotel responses to positive reviews (RPRs) through move-step and first-person reference analysis. For this purpose, we compiled a corpus of 87 authentic hotel responses to positive reviews written by past customers on TripAdvisor. The results revealed that the generic structure of this genre consists of five major moves (opening, thanking or appreciating, acknowledging a message, ending, and closing) and a minor move (positive small talk). Unique to these findings is the positive small talk, which includes explicit hopes for customers’ satisfaction and the use of phrases such as ‘your second home’ and ‘one big family’ when referring to the hotels. Regarding the first-person reference, hotel representatives tended to use the plural pronoun ‘we,’ reflecting a cooperative identity. The exclusive ‘we’ serves various communicative functions in the hotel RPRs. However, it is mainly typical of three major moves and steps: thanking or appreciating the positive reviews and the stay, stating the hotels’ commitment and standard, and soliciting a return visit. These findings can be of use as an alternative model to which practitioners in the hotel industry, including students of business English and ESP courses, may refer when aiming to produce texts within this genre.
Co-Authors M. Adieb Hidayatullah