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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%.

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"We are completely stunned"

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

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

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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.

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