1st Edition
The Feedback Society Linguistic and Discursive Approaches
List of Figures
List of Contributors
1. Introduction Sylvia Jaworska and Camilla Vásquez
2. “Tell us everything!”: Discourse features of online and offline requests for customer feedback Camilla Vásquez
3. “It wasn’t feedback it was a request”: Exploring uses and discussions of the word feedback in digital business communication Ursula Lutzky and Andrew Kehoe
4. Self-serving mitigation in hotel responses to online negative feedback: A cross-linguistic analysis Griet Boone, Sofie Decock and Irene Cenni
5. A feedback spiral: Crowdsourcing judgements of negative reviews on Meituan Luoxiangyu Zhang and Camilla Vásquez
6. Emotional self-presentation in feedback on feedback of YouTube product reviews Alejandro Parini
7. Evaluation in MOOC reviews Hatime Çiftçi
8. Flexing, driving and diving: Metaphors and gendered positioning in performance feedback of white-collar workers Sylvia Jaworska
9. Mind the politeness gap: A qualitative comparison of Italian and English business responses to customer feedback online Irene Cenni and Rebecca Van Herck
10. Acknowledging feedback in French customer service interactions online: Types and perceptions Nicolas Ruytenbeek
11. ‘Glazing Models’: Sycophancy and the dynamics of synthetic feedback Rodney H. Jones
12. Conclusions and outlook Camilla Vásquez and Sylvia Jaworska
Index
Biography
Sylvia Jaworska is Professor of Language and Professional Communication in the Department of English Language and Applied Linguistics at the University of Reading.
Camilla Vásquez is Professor of Applied Linguistics in the World Languages Department at the University of South Florida.
