1887
Volume 17, Issue 1
  • ISSN 1877-7031
  • E-ISSN: 1877-8798
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Abstract

This paper examines 120 Chinese and English responses to online negative reviews within the Rapport Management Framework. Both cultures frequently use , reflecting rapport-enhancement and rapport-maintenance orientations. Chinese responses more frequently employ and use forms of deference and in-group address terms. English responses record a higher frequency of Both types of responses manage rapport by addressing reviewers’ face, association rights and interactional goals. This study contributes to the understanding of review response genre and offers practical insights for practitioners in improving customer rapport and service recovery.

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/content/journals/10.1075/cld.24029.lai
2025-09-19
2026-05-19
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  • Article Type: Research Article
Keyword(s): interactional goals; move structure; negative reviews; rapport management; responses
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