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The internet has become an important tool when making travel choices.Electronic Word of Mouth (eWOM) information is becoming increasingly popular online.Customers seem to be more influenced by negative reviews than positive ones, so hotels should be mindful of how they respond to feedback by eWOM.This study analyzed 80 hotel responses on Trip advisor, from the perspective of discourse analysis, and found the politeness strategies and “personal” voice included in hotel responses for online negative reviews.