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A cross-linguistic study of metacommunication in online hotel reviews
Intercultural Pragmatics ( IF 1.923 ) Pub Date : 2020-09-25 , DOI: 10.1515/ip-2020-4003
Irene Cenni 1 , Patrick Goethals 1 , Camilla Vásquez 2
Affiliation  

Abstract In this study, we focus on a specific form of metacommunication found in an emerging digital genre: Hotel reviews posted on TripAdvisor. In particular, we investigate how tourists represent their service encounter interactions. The main goal of the present study is to identify what these digital metacommunicative practices reveal about communicative norms and expectations among groups of reviewers writing in three different languages. We analyzed a multilingual dataset of 1800 reviews written in English, Dutch, and Italian. The results reveal that reviewers commented upon a broad range of aspects when evaluating service encounters interactions, for instance, describing the quality of the interaction (e.g. polite, correct), or a lack of communication when a specific type of communication is expected (e.g. absence of greetings, or apologies after a service failure). Further, we found similar cross-linguistic patterns, such as appreciation for being able to communicate in one’s mother tongue during the hotel-guest encounter. At the same time, a few differences across languages emerged, such as the preference for precise and correct information within British reviews. Since service interactions are of fundamental importance for customer satisfaction, our findings contribute not only to the current research on metacommunication in digital contexts, but may also be significant for service providers in the hospitality industry.

中文翻译:

在线酒店评论中元交流的跨语言研究

摘要在这项研究中,我们重点关注新兴数字流派中发现的一种特定形式的元通信:在TripAdvisor上发布的酒店评论。尤其是,我们调查游客如何表示他们的服务遇到的互动。本研究的主要目标是确定这些数字元交流实践在用三种不同语言撰写的审阅者群体中揭示的关于交流规范和期望的内容。我们分析了以英语,荷兰语和意大利语撰写的1800条评论的多语言数据集。结果表明,当评估服务遇到交互时,审阅者对广泛的方面进行了评论,例如,描述了交互的质量(例如礼貌,正确),或者在期望进行特定类型的交流时(例如,缺少交流)问候 或服务失败后致歉)。此外,我们发现了类似的跨语言模式,例如对在旅馆与客人见面时能够用自己的母语进行交流表示赞赏。同时,各种语言之间也出现了一些差异,例如在英国评论中偏爱精确和正确的信息。由于服务交互对于提高客户满意度至关重要,因此我们的发现不仅有助于数字环境下元通信的最新研究,而且对酒店业的服务提供商也可能具有重要意义。例如在英国评论中偏爱精确和正确的信息。由于服务交互对于提高客户满意度至关重要,因此我们的发现不仅有助于数字环境下元通信的最新研究,而且对酒店业的服务提供商也可能具有重要意义。例如在英国评论中偏爱精确和正确的信息。由于服务交互对于提高客户满意度至关重要,因此我们的发现不仅有助于数字环境下元通信的最新研究,而且对酒店业的服务提供商也可能具有重要意义。
更新日期:2020-09-25
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