Search results for "online criticism"

How hotel websites may discursively adjust to customer preferences using online criticism

2019

This paper explores discursive ways in which hotels may improve their own websites using online criticism to adjust to customer preferences. To this end, a combined method was used, consisting of a netnographic approach (Kozinet, 2010; Mkono, 2011, 2012) together with an interpersonal discourse framework (Hyland, 2008) applied to e-tourism genres (Suau-Jiménez, 2012, 2016). Four hotel websites, together with 200 corresponding negative reviews from TripAdvisor, were diachronically analyzed to identify common topics. Attitudinals were sough, being the core markers of online critiques, as well as boosters, acting as enhancing markers in hotel websites and paralleling criticized topics. Results…