Abstract
Post-consumption reviews have a significant impact on others’ purchase choices, especially the negative comments about received services. Thanks to the extensity of the internet, today the reviews can be found in CMC. The authenticity of these reviews makes them also useful data sources for researchers. In this present study, 344 online reviews from native English speaker US citizens about 5 different hotels were collected on the worldwide-known website called Booking.com, in order to find out which speech acts and adjectives are most frequently preferred by the writers of the reviews. Findings showed that the majority of the reviews include complaints about the services the writers get, however, almost half of them (N=150) also included positive comments about the services. The two most frequently used adjectives were found to be dirty (N=133) and clean (N=59) which is an important indicator of the feature of the institutions that reviewers are most interested in, since these adjectives are antonyms of each other. The findings of the study are expected to be useful for hotel managements and corpus linguists as it sheds light on the expectations of the possible travelers and the way that they use the language to convey their messages in this specific corpus.
References
- Bodomo, A. B. (Ed.). (2009). Computer-mediated communication for linguistics and literacy: technology and natural language education: technology and natural language education. IGI Global.
- Boxer, D. (1989). Building rapport through indirect complaints: Implications for language learning. Working Papers in Educational Linguistics (WPEL), 5(2), 2.
- Cenni, I., & Goethals, P. (2017). Negative hotel reviews on TripAdvisor: A cross-linguistic analysis. Discourse, Context & Media, 16, 22-30.
- Cohen, A. D. (1996). Speech acts. Sociolinguistics and language teaching. New York: Cambridge University Press.
- Gönen, A. K. (2019). An analysis of Turkish complaints in computer mediated communication: the Tripadvisor case. RumeliDE Dil ve Edebiyat Araştırmaları Dergisi, 6, 22-36.
- Heinemann, T., & Traverso, V. (2009). Complaining in interaction. Journal of Pragmatics 41(12), 2381– 2384.
- Hoey, M. (1983). On the surface of discourse. London: Allen and Unwin.
- Ishihara, N., & Cohen, A. D. (2014). Teaching and learning pragmatics: where language and culture meet. Routledge.
- Karatepe, Ç. (in press) ‘The only five star thing about this hotel is its prices’: A study on restrictive adverb ‘only’ in negative hotel reviews. In Hatipoğlu, Ç. & Akbaş, E. (Eds.) (in press) Metadiscourse in Non-academic Contexts: A genre based approach towards exploring rhetorical preferences signalling interaction with the audience. Washington DC: Lexington.
- Meinl, M. E. (2013). Electronic complaints: an empirical study on English and German complaints on eBay. (Vol. 18). Frank & Timme GmbH.
- Munar, A., & Jacobsen, J. (2014). Motivations for sharing tourism experiences through social media. Tourism Manage. 43, 46–54.
- Nowson, S., Oberlander, J., & Gill, A. J. (2005). Weblogs, genres, and individual differences. In Proceedings of the 27th Annual Conference of the Cognitive Science Society (Vol. 1666, p. 1671).
- Pekar, V., & Ou, S. (2008). Discovery of subjective evaluations of product features in hotel reviews. Journal of Vacation Marketing, 14(2), 145-155.
- Tian, Y. (2013). Engagement in online hotel reviews: A comparative study. Discourse, Context & Media, 2(4), 184-191.
- Van Meenen, S. (2016). Customer complaints on the Twitter profiles of the NMBS and SNCF: a pragmatic and cross-cultural study. Unpublished MA Thesis, Ghent University, Gent-Belgium.
- Vásquez, C. (2011). Complaints online: the case of TripAdvisor. Journal of Pragmatics, 43(6), 1707-1717. doi:10.1016/j.pragma.2010.11.007
- Vásquez, C. (2014). The discourse of online consumer reviews. Bloomsbury Publishing.
- Vermeulen, I. E., & Seegers, D. (2009). Tried and tested: The impact of online hotel reviews on consumer consideration. Tourism management, 30(1), 123-127.
Abstract
Tüketim sonrası yorumlar, özellikle alınan hizmetlerle ilgili olumsuz yorumlar olmak üzere, başkalarının satın alma tercihleri üzerinde önemli bir etkiye sahiptir. İnternetin yaygınlığı sayesinde, günümüzde yorumlar bilgisayar aracılı iletişimde bulunabilmektedir. Bu değerlendirmelerin özgünlüğü, onları araştırmacılar için de faydalı veri kaynakları haline getirmektedir. Bu çalışmada, anadili İngilizce olan ABD vatandaşlarından, Booking.com adlı dünyaca ünlü web sitesinde 5 farklı otel hakkında 344 çevrimiçi yorum toplanmış ve yorum yazarları tarafından en sık hangi söz edimlerinin ve sıfatların tercih edildiği tespit edilmeye çalışılmıştır. Bulgular, yorumların çoğunun yazarların aldıkları hizmetlerle ilgili şikayetleri içerdiğini, ancak neredeyse yarısının (S=150) hizmetlerle ilgili olumlu yorumlar da içerdiğini göstermiştir. En sık kullanılan iki sıfatın kirli (S=133) ve temiz (S=59) olduğu görülmüştür ki bu sıfatlar birbirinin zıt anlamlısı olduğu için yorumcuların kurumların en çok ilgilendikleri özelliğinin önemli bir göstergesidir. Çalışmanın bulgularının, olası gezginlerin beklentilerine ve bu özel derlemde mesajlarını iletmek için dili nasıl kullandıklarına ışık tutması nedeniyle otel yönetimleri ve derlem dilbilimciler için faydalı olması beklenmektedir.
Keywords
Bilgisayar aracılı iletişim (BAİ) Konuşma Eylemleri Kullanıcı tarafından oluşturulan içerik Booking.com
References
- Bodomo, A. B. (Ed.). (2009). Computer-mediated communication for linguistics and literacy: technology and natural language education: technology and natural language education. IGI Global.
- Boxer, D. (1989). Building rapport through indirect complaints: Implications for language learning. Working Papers in Educational Linguistics (WPEL), 5(2), 2.
- Cenni, I., & Goethals, P. (2017). Negative hotel reviews on TripAdvisor: A cross-linguistic analysis. Discourse, Context & Media, 16, 22-30.
- Cohen, A. D. (1996). Speech acts. Sociolinguistics and language teaching. New York: Cambridge University Press.
- Gönen, A. K. (2019). An analysis of Turkish complaints in computer mediated communication: the Tripadvisor case. RumeliDE Dil ve Edebiyat Araştırmaları Dergisi, 6, 22-36.
- Heinemann, T., & Traverso, V. (2009). Complaining in interaction. Journal of Pragmatics 41(12), 2381– 2384.
- Hoey, M. (1983). On the surface of discourse. London: Allen and Unwin.
- Ishihara, N., & Cohen, A. D. (2014). Teaching and learning pragmatics: where language and culture meet. Routledge.
- Karatepe, Ç. (in press) ‘The only five star thing about this hotel is its prices’: A study on restrictive adverb ‘only’ in negative hotel reviews. In Hatipoğlu, Ç. & Akbaş, E. (Eds.) (in press) Metadiscourse in Non-academic Contexts: A genre based approach towards exploring rhetorical preferences signalling interaction with the audience. Washington DC: Lexington.
- Meinl, M. E. (2013). Electronic complaints: an empirical study on English and German complaints on eBay. (Vol. 18). Frank & Timme GmbH.
- Munar, A., & Jacobsen, J. (2014). Motivations for sharing tourism experiences through social media. Tourism Manage. 43, 46–54.
- Nowson, S., Oberlander, J., & Gill, A. J. (2005). Weblogs, genres, and individual differences. In Proceedings of the 27th Annual Conference of the Cognitive Science Society (Vol. 1666, p. 1671).
- Pekar, V., & Ou, S. (2008). Discovery of subjective evaluations of product features in hotel reviews. Journal of Vacation Marketing, 14(2), 145-155.
- Tian, Y. (2013). Engagement in online hotel reviews: A comparative study. Discourse, Context & Media, 2(4), 184-191.
- Van Meenen, S. (2016). Customer complaints on the Twitter profiles of the NMBS and SNCF: a pragmatic and cross-cultural study. Unpublished MA Thesis, Ghent University, Gent-Belgium.
- Vásquez, C. (2011). Complaints online: the case of TripAdvisor. Journal of Pragmatics, 43(6), 1707-1717. doi:10.1016/j.pragma.2010.11.007
- Vásquez, C. (2014). The discourse of online consumer reviews. Bloomsbury Publishing.
- Vermeulen, I. E., & Seegers, D. (2009). Tried and tested: The impact of online hotel reviews on consumer consideration. Tourism management, 30(1), 123-127.
Details
| Primary Language | English |
|---|---|
| Subjects | Linguistics (Other) |
| Journal Section | Research Article |
| Authors | |
| Publication Date | June 30, 2023 |
| Published in Issue | Year 2023 Volume: 11 Issue: 2 |
