This article examines politeness strategies in the responses of restaurant operators to nega-tive online reviews on TripAdvisor. It investigates the communicative context of these texts to establish a connection between them and specific politeness behaviors. Through an anal-ysis of speech acts, the study identifies relevant strategies and comments on them from the perspective of politeness theory, with particular attention to the distinction between image management and relationship management. By categorizing strategies prevalent in these contexts, the study highlights key differences between this and other communicative text types.
„„Sie sind unverschämt! Höflichkeit und Beziehungsmanagement in Restaurantbewertungen“.
Ehrhardt, Claus
2025
Abstract
This article examines politeness strategies in the responses of restaurant operators to nega-tive online reviews on TripAdvisor. It investigates the communicative context of these texts to establish a connection between them and specific politeness behaviors. Through an anal-ysis of speech acts, the study identifies relevant strategies and comments on them from the perspective of politeness theory, with particular attention to the distinction between image management and relationship management. By categorizing strategies prevalent in these contexts, the study highlights key differences between this and other communicative text types.File in questo prodotto:
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