31.2537, Calls: Applied Ling, Disc Analys, Pragmatics, Socioling/Switzerland

[The LINGUIST List]

LINGUIST List: Vol-31-2537. Tue Aug 11 2020. ISSN: 1069 - 4875.

Subject: 31.2537, Calls: Applied Ling, Disc Analys, Pragmatics, Socioling/Switzerland

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Date: Tue, 11 Aug 2020 10:51:23
From: Nicolas Ruytenbeek [nicolas.ruytenbeek at ugent.be]
Subject: The expression of customer dissatisfaction online

 
Full Title: The expression of customer dissatisfaction online 

Date: 27-Jun-2021 - 02-Jul-2021
Location: Winterthur, Switzerland 
Contact Person: Nicolas Ruytenbeek
Meeting Email: nicolas.ruytenbeek at ugent.be

Linguistic Field(s): Applied Linguistics; Discourse Analysis; Pragmatics; Sociolinguistics 

Call Deadline: 25-Oct-2020 

Meeting Description:

In the current era of digitalization, customers are able to express their
dissatisfaction in the form of complaints and negative reviews on a variety of
online social media platforms, and they increasingly make use of this
possibility. Such forms of negative online word-of-mouth have been found to
strongly influence other consumers’ purchase decisions (Ludwig et al. 2013;
Yin et al. 2014; Vermeulen & Seegers 2009). Online complaints and negative
reviews have been approached from the perspective of discourse pragmatics and
conversation analysis, with attention to their linguistic realizations and
their interactional dynamics (e.g., Vásquez, 2011; Dayter and Rüdiger, 2014).
In addition, online complaints have recently been experimentally investigated
by Ruytenbeek et al. (to appear). The aim of this panel is to further expand
our knowledge on the discourse-pragmatic strategies used by dissatisfied
customers online and on how these different strategies influence the readers’
perceptions.


Call for Papers: 

We welcome abstracts on the following questions (the list is not exhaustive):
 - What are the discourse-pragmatic strategies that customers use to voice
their dissatisfaction online? What paralinguistic features do they resort to?
 - How does the expression of customer dissatisfaction differ across different
online public platforms?
 - What are the differences between customer dissatisfaction in F2F vs. online
written communication?
 - How do other customers respond to customer dissatisfaction?
 - How do other customers emotionally react to the expression of customer
dissatisfaction? Do their objective emotional reactions correlate with their
subjective assessments?
 - What is the influence of discourse genre, e.g., complaint, claim, negative
review, on the expression and the perception of customer dissatisfaction?
 - Which theoretical approaches are most useful to address customers’ negative
evaluations online?
 - Does customer dissatisfaction vary inter-individually and/or
cross-culturally? If so, in what respect?
 - How can interdisciplinary approaches shed light on the pragmatics of
customers’ negative evaluations online?

Abstract format: 
Submissions should take the form of a brief abstract (min. 250 and max. 500
words). They should be made online on the IPrA website
(https://pragmatics.international/page/CfP), be written in English, include a
clear title, and contain information about the research questions, hypotheses,
methods, and results. Ongoing research can also be submitted, provided the
results will be available at the time of the conference. The deadline for
submissions is 25 October 2020.

References: 
Dayter, D. and S. Rüdiger, 2014. “Speak your mind but watch your mouth.
Complaints in couchsurfing references.” In Bedijs, Kristina, Gudrun Held,
Christiane Maass (Eds.), Face work and social media. Zürich/Berlin, 193-212.
Ludwig, S., de Ruyter, K., Friedman, M., Brüggen, E.C., Wetzels, M. & Pfann,
G. 2013. “More than words: the influence of affective content and linguistic
style matches in online reviews on conversion rates”. Journal of Marketing 77
(1): 87-103.
Ruytenbeek, N., S. Decock, & I. Depraetere. (to appear). “What makes a
complaint impolite? Experiments into (in)directness and face-threat in Twitter
complaints.” Journal of Politeness Research.
Vásquez, C. 2011. “Complaints online: the case of TripAdvisor.” Journal of
Pragmatics 43 : 1707-1717.
Vermeulen, I., & Seegers, D. 2009. “Tried and tested: The impact of online
hotel reviews on consumer consideration.” Tourism Management 30 (1): 123-127.
Yin, D., Bond, S. & Zhang, H. 2014. “Anxious or angry? Effects of discrete
emotions on the perceived helpfulness of online reviews”. MIS Quarterly 38
(2): 539-560.




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LINGUIST List: Vol-31-2537	
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