Paper Abstract and Keywords |
Presentation |
2010-08-28 15:30
A Study on Responses to Customer Complaints Posted on Website
-- Analysis of Discourse Function and Structure of Apologies -- Hiroko Osawa, Arisa Go, Reiko Yasuda (Waseda Univ.) HCS2010-37 |
Abstract |
(in Japanese) |
(See Japanese page) |
(in English) |
Hotel reservation websites offer interactive pages for clients and hotel staff members, where guests submit their evaluation on their experiences at the hotels they made reservations for and staff members respond to those criticisms and comments. Prospective clients can read the interactions and make a better-advised decision on the hotels they might stay at. In this study, we analyze discourse functions and discourse structures of responses submitted by hotel staff members toward complaints by their customers and based on a third-party questionnaire we conducted, we suggest how an "apology" can be developed in such a way to give good impressions on readers. |
Keyword |
(in Japanese) |
(See Japanese page) |
(in English) |
Website / Complaints / Apologies / Discourse Function / Discourse Structure / / / |
Reference Info. |
IEICE Tech. Rep., vol. 110, no. 185, HCS2010-37, pp. 59-64, Aug. 2010. |
Paper # |
HCS2010-37 |
Date of Issue |
2010-08-20 (HCS) |
ISSN |
Print edition: ISSN 0913-5685 Online edition: ISSN 2432-6380 |
Copyright and reproduction |
All rights are reserved and no part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any information storage and retrieval system, without permission in writing from the publisher. Notwithstanding, instructors are permitted to photocopy isolated articles for noncommercial classroom use without fee. (License No.: 10GA0019/12GB0052/13GB0056/17GB0034/18GB0034) |
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HCS2010-37 |
Conference Information |
Committee |
HCS |
Conference Date |
2010-08-27 - 2010-08-28 |
Place (in Japanese) |
(See Japanese page) |
Place (in English) |
N55 Nishi-Waseda Campus, Waseda University |
Topics (in Japanese) |
(See Japanese page) |
Topics (in English) |
Verbal Communication and the Field |
Paper Information |
Registration To |
HCS |
Conference Code |
2010-08-HCS |
Language |
Japanese |
Title (in Japanese) |
(See Japanese page) |
Sub Title (in Japanese) |
(See Japanese page) |
Title (in English) |
A Study on Responses to Customer Complaints Posted on Website |
Sub Title (in English) |
Analysis of Discourse Function and Structure of Apologies |
Keyword(1) |
Website |
Keyword(2) |
Complaints |
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Apologies |
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Discourse Function |
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Discourse Structure |
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1st Author's Name |
Hiroko Osawa |
1st Author's Affiliation |
Waseda University (Waseda Univ.) |
2nd Author's Name |
Arisa Go |
2nd Author's Affiliation |
Waseda University (Waseda Univ.) |
3rd Author's Name |
Reiko Yasuda |
3rd Author's Affiliation |
Waseda University (Waseda Univ.) |
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Speaker |
Author-3 |
Date Time |
2010-08-28 15:30:00 |
Presentation Time |
40 minutes |
Registration for |
HCS |
Paper # |
HCS2010-37 |
Volume (vol) |
vol.110 |
Number (no) |
no.185 |
Page |
pp.59-64 |
#Pages |
6 |
Date of Issue |
2010-08-20 (HCS) |
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