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Grant support

This publication has been funded by the European Regional Development Fund (ERDF) and by the Regional Ministry of Economic Transformation, Industry, Knowledge and Universities of Andalusia, within the framework of the Andalusia ERDF 2014-20 Operational Programme. Specific objective 1.2.3. "Promotion and generation of frontier knowledge and knowledge oriented to the challenges of society, development of emerging technologies" as part of the research project (UPO-1380703). ERDF co-funding percentage: 80%.

Analysis of institutional authors

Diaz-Munoz, PatriciaCorresponding Author

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"We are completely stunned"

Publicated to:Journal of Language Aggression and Conflict. - 2024-07-11 (), DOI: 10.1075/jlac.00116.dia

Authors: Diaz-Munoz, Patricia; Maiz-Arevalo, Carmen

Affiliations

Univ Complutense Madrid, Fac Philol, Dept English Studies, Plaza Menendez Pelayo S-N, Madrid 28040, Spain - Author
Univ Complutense Madrid, Madrid, Spain - Author

Abstract

The relationship between service providers and guests has changed due to online platforms like Airbnb, which allow for a more direct contact between them. Although most responses to guests' reviews tend to be positive and even include relational work strategies (Bridges and V & aacute;squez 2018; Hern & aacute;ndez-L & oacute;pez 2019), verbal aggression is also performed (Hopkinson 2018). This study aims to focus on explicit and implicit aggressive responses to negative reviews on Airbnb in English and Spanish, with special attention to corrective facework strategies to repair the hosts' face loss (Guerrero et al. 2014; Ma & iacute;z-Ar & eacute;valo 2019). Thus, 200 responses to negative reviews were gathered and analysed qualitatively, considering the strategies intended to mitigate potential face threat and to revert the situation. It was found that most of the hosts' responses in the Spanish dataset aimed at repairing their own face within the community, while their English counterparts acknowledged negative reviews and apologised more often.

Keywords

AirbnbApologiesCorrective faceworkEnglish-spanisFaceworResponsesReviews with negative valence

Quality index

Bibliometric impact. Analysis of the contribution and dissemination channel

The work has been published in the journal Journal of Language Aggression and Conflict due to its progression and the good impact it has achieved in recent years, according to the agency Scopus (SJR), it has become a reference in its field. In the year of publication of the work, 2024 there are still no calculated indicators, but in 2023, it was in position , thus managing to position itself as a Q1 (Primer Cuartil), in the category Linguistics and Language.

Independientemente del impacto esperado determinado por el canal de difusión, es importante destacar el impacto real observado de la propia aportación.

Según las diferentes agencias de indexación, el número de citas acumuladas por esta publicación hasta la fecha 2025-06-15:

  • Scopus: 1

Impact and social visibility

From the perspective of influence or social adoption, and based on metrics associated with mentions and interactions provided by agencies specializing in calculating the so-called "Alternative or Social Metrics," we can highlight as of 2025-06-15:

With a more dissemination-oriented intent and targeting more general audiences, we can observe other more global scores such as:

  • The Total Score from Altmetric: 2.7.
  • The number of mentions on the social network X (formerly Twitter): 3 (Altmetric).

Leadership analysis of institutional authors

There is a significant leadership presence as some of the institution’s authors appear as the first or last signer, detailed as follows: First Author (DIAZ MUÑOZ, PATRICIA) .

the author responsible for correspondence tasks has been DIAZ MUÑOZ, PATRICIA.