A Genre Analysis of 5-star Hotels Responses to Negative Reviews on TripAdvisor

Journal article

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Publication Details

Author list: Panseeta, S.;Todd, R. W.

Publication year: 2014

Journal: rEFLections (1513-5934)

Issue number: 18

Start page: 1

End page: 13

ISSN: 1513-5934

URL: http://sola.kmutt.ac.th/homesola/wp-content/uploads/2015/02/Vol-18_July-December-2014.pdf

Abstract

This paper aims to identify generic patterns, most frequently used expressionsand lexical choices in the hotels’ responses to negative reviews on TripAdvisor,which can be of use to the teaching of business English writing. One hundredreplies written by twenty Thai 5-star hotel managements were collected. Swales’snotion of move analysis was applied to explore the text patterns, and thematicanalysis was used to identify word selection of hotels’ representative writers.Five generic moves with two to four steps were found throughout the corpus.Common expressions were also listed to provide choices for learners.

Keywords

genre analysis, TripAdvisor, ESP materials