Estudios Interlingüísticos (Dec 2022)
Examining how Spanish students of Tourism reply to online complaints
Abstract
As future service providers, students in the Degree of Tourism need to adequately perform in their L2 in very specific professional settings. One of them is that of service encounters, whose mediated nature has become predominant nowadays. The present study aims to contribute to the existing body of research on the review response genre by analyzing how Spanish students of tourism respond to a group of complaints from TripAdvisor (Vásquez, 2011; Zhang and Vásquez, 2014). This will be done by placing the focus on the moves (Ho, 2017a) employed by the students, as well as the sequence in which they are used. The ultimate goal is to determine if these potential service providers’ selection of moves and their order coincide with those normally used by actual hotel representatives (Ho, 2017a).
