This paper explores how apology strategies are used to rebuild the public's trust using
evidence from Chinese e-commerce live-streaming hosts' apology letters. It is found that live …

This paper presents the results of a study seeking insights into how speakers express
oppositional stance in an online genre (businesses' responses to negative customer reviews …

Prior studies have found that emojis can contribute to rebuilding customers' trust when after-
sale staff apologize to them, but studies on the different types of emojis and their different …

This paper investigates denial, a rapport-challenging speech act. It discusses the
performance of denial in the review response genre–managerial responses addressing …

This study is part of an on-going 3-year research project which seeks to develop a thorough
understanding of the review response genre–hotel management's responses to negative …

Collective attacks related to controversial issues are pervasive in online communication.
However, public opinion is often reversed later when earlier reports are revealed to be …

Abstract In Mandarin Chinese, zenme-interrogatives serve a dual purpose. First, they can be
employed to inquire about the precise cause or reason for an occurrence, as in the case of …

This chapter aims to enrich our understanding of the speech act self-praise performed in
managerial responses to hotel customers' negative online comments. We argue that while …

This study investigates the role of persuasive communication in shaping customer behavior
within retail environments, focusing on in-store interactions between customers and retail …

Tourists travel long distances and visit attractive destinations. Problems that may occur in
these destinations may affect visit preferences. Food poisoning is one of the health problems …