158 KB60 KB200420262026Radovanović, Aleksandraštevilka:1letnik:23str. 69-86ISSN:1581-8918COBISSID_HOST:285266947URN:URN:NBN:SI:doc-7LU8J2IQenZaložba Univerze v LjubljaniELOPE (Ljubljana)attitudinal stancecomparative analysisizražanje odnosamanagerial responsesodzivi vodstvaprimerjalna analizaTripadvisor"It is always disappointing to receive negative feedback”| attitudinal stance in managerial responses to negative hotel reviews|Effective responses to negative online customer reviews are seen as highly beneficial for influencing customer perceptions and protecting brand reputation. However, managers’ linguistic and cultural backgrounds may affect their linguistic choices. This study examines the markers of attitudinal stance in managerial responses, pointing to the range of rhetorical purposes associated with these forms, and comparing the ways in which managers of British and Serbian hotels exploit these devices. Tripadvisor responses from hotels located in the two countries were analysed drawing upon Biber’s approach (Biber et al. 1999). The results highlight the importance of attitudinal stance in achieving the overall communicative purpose of this genre. They also reveal that British hotel representatives use them slightly more frequently than Serbian hotel managers, which may be somewhat unexpected, and tend to show greater reliance on adjectives and verbs, while modals and adverbs are slightly more common in the responses from Serbian hotelsUčinkoviti odzivi na negativne spletne ocene strank veljajo za zelo koristne pri oblikovanju zaznav kupcev in zaščiti ugleda blagovne znamke. Vendar lahko jezikovno in kulturno ozadje vodstvenega osebja vpliva na njihove jezikovne izbire. Pričujoča študija preučuje označevalce izražanja odnosa v odzivih vodstva, pri čemer opozarja na raznolikost retoričnih namenov, povezanih s temi oblikami, ter primerja, kako jih uporabljajo vodje britanskih in srbskih hotelov. Analizirali smo odzive na Tripadvisorju iz hotelov v obeh državah, pri čemer smo se oprli na pristop Biberja et al. (1999). Rezultati poudarjajo pomen izraženega odnosa pri doseganju celotnega komunikacijskega namena tega žanra. Prav tako razkrivajo, da britanski hotelski predstavniki te prvine uporabljajo nekoliko pogosteje kot srbski, kar je lahko nekoliko nepričakovano, ter da se bolj opirajo na pridevnike in glagole, medtem ko so modalni glagoli in prislovi nekoliko pogostejši v odzivih srbskih hotelovTEXTznanstveno časopisjejournalsSlovenian National E-content AggregatorNational and University Library of SloveniaUniverza v Ljubljani, Filozofska fakulteta