Genre Change in the Online Context: Responding to Negative Online Reviews and Redefining an Effective Genre Construct on Amazon.Com

IF 1.8 2区文学 Q3 BUSINESS

Journal of Business and Technical Communication Pub Date : 2021-03-24 DOI:10.1177/10506519211001113

Junhu Wang

引用次数: 2

Abstract

This study examines 50 business responses to negative reviews on Amazon.com in order to identify common genre moves for responding to negative online reviews. To complement the genre analysis and assess the effectiveness of these common genre moves, the author conducted a survey seeking consumers’ feedback on three typical business responses to negative online reviews. This investigation not only provides feedback on how businesses can publicly respond to negative online reviews but also presents an empirical case on how we can balance genre stability and variation and go beyond just teaching typified genre features in our genre pedagogy.

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在线语境下的体裁变化:对在线负面评论的回应和对亚马逊网站上有效体裁结构的重新定义

本研究考察了50家企业对亚马逊网站上负面评论的回应，以确定回应负面在线评论的常见类型。为了补充类型分析并评估这些常见类型举措的有效性，作者进行了一项调查，以寻求消费者对在线负面评论的三种典型商业反应的反馈。这项调查不仅提供了企业如何公开回应负面在线评论的反馈，还提供了一个经验案例，说明我们如何平衡类型稳定性和变化，而不仅仅是在类型教学法中教授典型的类型特征。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Business and Technical Communication Multiple-

CiteScore

5.10

自引率

18.20%

发文量

期刊介绍： JBTC is a refereed journal that provides a forum for discussion of communication practices, problems, and trends in business, professional, scientific, and governmental fields. As such, JBTC offers opportunities for bridging dichotomies that have traditionally existed in professional communication journals between business and technical communication and between industrial and academic audiences. Because JBTC is designed to disseminate knowledge that can lead to improved communication practices in both academe and industry, the journal favors research that will inform professional communicators in both sectors. However, articles addressing one sector or the other will also be considered.