{"id":"https://openalex.org/W4392365869","doi":"https://doi.org/10.17507/jltr.1502.05","title":"Hospitality Discourse on Social Media: Evaluating Online Complaints and Service Recovery for Luxury Hotels","display_name":"Hospitality Discourse on Social Media: Evaluating Online Complaints and Service Recovery for Luxury Hotels","publication_year":2024,"publication_date":"2024-03-01","ids":{"openalex":"https://openalex.org/W4392365869","doi":"https://doi.org/10.17507/jltr.1502.05"},"language":"en","primary_location":{"id":"doi:10.17507/jltr.1502.05","doi":"https://doi.org/10.17507/jltr.1502.05","is_oa":true,"landing_page_url":"http://dx.doi.org/10.17507/jltr.1502.05","pdf_url":"https://jltr.academypublication.com/index.php/jltr/article/download/7422/6075","source":{"id":"https://openalex.org/S64717833","display_name":"Journal of Language Teaching and Research","issn_l":"1798-4769","issn":["1798-4769","2053-0684"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","jufo-1","norway-1","poland-20","russia-white-list-3"],"host_organization":"https://openalex.org/P4323972591","host_organization_name":"Academy Publication","host_organization_lineage":["https://openalex.org/P4323972591"],"host_organization_lineage_names":["Academy Publication"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Language Teaching and Research","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://jltr.academypublication.com/index.php/jltr/article/download/7422/6075","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5075176630","display_name":"Yau Ni Wan","orcid":"https://orcid.org/0000-0002-7585-1745","observed_orcids":["https://orcid.org/0000-0002-7585-1745"]},"institutions":[{"id":"https://openalex.org/I64427410","display_name":"Hong Kong Shue Yan University","ror":"https://ror.org/023t8mt09","country_code":"CN","type":"education","lineage":["https://openalex.org/I64427410"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Yau Ni Wan","raw_affiliation_strings":["Hong Kong Shue Yan University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Hong Kong Shue Yan University","institution_ids":["https://openalex.org/I64427410"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5045293776","display_name":"Gail Forey","orcid":"https://orcid.org/0000-0003-4562-942X","observed_orcids":["https://orcid.org/0000-0003-4562-942X"]},"institutions":[{"id":"https://openalex.org/I51601045","display_name":"University of Bath","ror":"https://ror.org/002h8g185","country_code":"GB","type":"education","lineage":["https://openalex.org/I51601045"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Gail Forey","raw_affiliation_strings":["University of Bath"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Bath","institution_ids":["https://openalex.org/I51601045"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":3.7133,"has_fulltext":true,"cited_by_count":5,"citation_normalized_percentile":{"value":0.91942052,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":"15","issue":"2","first_page":"364","last_page":"373"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10366","display_name":"Discourse Analysis in Language Studies","score":0.8554999828338623,"subfield":{"id":"https://openalex.org/subfields/3310","display_name":"Linguistics and Language"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10366","display_name":"Discourse Analysis in Language Studies","score":0.8554999828338623,"subfield":{"id":"https://openalex.org/subfields/3310","display_name":"Linguistics and Language"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12119","display_name":"Linguistics and Discourse Analysis","score":0.03440000116825104,"subfield":{"id":"https://openalex.org/subfields/3310","display_name":"Linguistics and Language"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.03020000085234642,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/electronic-word-of-mouth","display_name":"electronic word of mouth","score":0.8610000014305115},{"id":"https://openalex.org/keywords/online-hotel-reviews","display_name":"online hotel reviews","score":0.8479999899864197},{"id":"https://openalex.org/keywords/luxury-hotels","display_name":"luxury hotels","score":0.8379999995231628},{"id":"https://openalex.org/keywords/service-recovery","display_name":"service recovery","score":0.7080000042915344},{"id":"https://openalex.org/keywords/international-travelers","display_name":"international travelers","score":0.5619999766349792},{"id":"https://openalex.org/keywords/engagement-system","display_name":"engagement system","score":0.7940000295639038},{"id":"https://openalex.org/keywords/appraisal-theory","display_name":"appraisal theory","score":0.6949999928474426},{"id":"https://openalex.org/keywords/consumer-trust","display_name":"consumer trust","score":0.5709999799728394},{"id":"https://openalex.org/keywords/hong-kong-hotels","display_name":"Hong Kong hotels","score":0.4699999988079071}],"concepts":[{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.8551502823829651},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.7357496023178101},{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.6331236362457275},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5968645811080933},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5681338906288147},{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.5374242663383484},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.4991495609283447},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4927404224872589},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.4021676182746887},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.40131038427352905},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.3574475049972534},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.335284948348999},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.18640825152397156},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.17406973242759705},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.1507866084575653},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.1058790385723114},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.17507/jltr.1502.05","doi":"https://doi.org/10.17507/jltr.1502.05","is_oa":true,"landing_page_url":"http://dx.doi.org/10.17507/jltr.1502.05","pdf_url":"https://jltr.academypublication.com/index.php/jltr/article/download/7422/6075","source":{"id":"https://openalex.org/S64717833","display_name":"Journal of Language Teaching and Research","issn_l":"1798-4769","issn":["1798-4769","2053-0684"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","jufo-1","norway-1","poland-20","russia-white-list-3"],"host_organization":"https://openalex.org/P4323972591","host_organization_name":"Academy Publication","host_organization_lineage":["https://openalex.org/P4323972591"],"host_organization_lineage_names":["Academy Publication"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Language Teaching and Research","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.17507/jltr.1502.05","doi":"https://doi.org/10.17507/jltr.1502.05","is_oa":true,"landing_page_url":"http://dx.doi.org/10.17507/jltr.1502.05","pdf_url":"https://jltr.academypublication.com/index.php/jltr/article/download/7422/6075","source":{"id":"https://openalex.org/S64717833","display_name":"Journal of Language Teaching and Research","issn_l":"1798-4769","issn":["1798-4769","2053-0684"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","jufo-1","norway-1","poland-20","russia-white-list-3"],"host_organization":"https://openalex.org/P4323972591","host_organization_name":"Academy Publication","host_organization_lineage":["https://openalex.org/P4323972591"],"host_organization_lineage_names":["Academy Publication"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Language Teaching and Research","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4392365869.pdf","grobid_xml":"https://content.openalex.org/works/W4392365869.grobid-xml"},"referenced_works_count":53,"referenced_works":["https://openalex.org/W158057442","https://openalex.org/W585878190","https://openalex.org/W597039002","https://openalex.org/W605310877","https://openalex.org/W1504547534","https://openalex.org/W1549054775","https://openalex.org/W1558254717","https://openalex.org/W1597981688","https://openalex.org/W1599835099","https://openalex.org/W1839179633","https://openalex.org/W1970492996","https://openalex.org/W1971346661","https://openalex.org/W1975939619","https://openalex.org/W1979506993","https://openalex.org/W1991622328","https://openalex.org/W1991911806","https://openalex.org/W1999482327","https://openalex.org/W2012327977","https://openalex.org/W2028966576","https://openalex.org/W2037452669","https://openalex.org/W2040407388","https://openalex.org/W2050752640","https://openalex.org/W2069927273","https://openalex.org/W2071147408","https://openalex.org/W2099801393","https://openalex.org/W2113087761","https://openalex.org/W2118352225","https://openalex.org/W2130398769","https://openalex.org/W2145251909","https://openalex.org/W2148610512","https://openalex.org/W2167325287","https://openalex.org/W2320816081","https://openalex.org/W2484981072","https://openalex.org/W2781827742","https://openalex.org/W2784766459","https://openalex.org/W2895084344","https://openalex.org/W2946051864","https://openalex.org/W2969645294","https://openalex.org/W2987437572","https://openalex.org/W2999095788","https://openalex.org/W3014818300","https://openalex.org/W3035915715","https://openalex.org/W3090581317","https://openalex.org/W3110866251","https://openalex.org/W3139175024","https://openalex.org/W3141969753","https://openalex.org/W3161607126","https://openalex.org/W3166937800","https://openalex.org/W3185897442","https://openalex.org/W4212791962","https://openalex.org/W4380363448","https://openalex.org/W6632390976","https://openalex.org/W7048562408"],"related_works":["https://openalex.org/W4399717386","https://openalex.org/W2606462105","https://openalex.org/W2006870573","https://openalex.org/W2767032262","https://openalex.org/W4206060622","https://openalex.org/W3044484460","https://openalex.org/W2900059515","https://openalex.org/W7214081487","https://openalex.org/W7019239837","https://openalex.org/W190350573"],"abstract_inverted_index":{"The":[0,89,103,133],"number":[1],"of":[2,125,139],"hotel":[3,12,43,49,86],"visitors":[4],"who":[5,74],"post":[6],"their":[7,16,41],"personal":[8],"experiences":[9,44],"on":[10,69,93],"online":[11,38,99],"review":[13,101],"forums":[14],"after":[15],"trips":[17],"has":[18],"increased":[19],"significantly":[20],"in":[21,64,122,142],"the":[22,65,115,137],"digital":[23],"age.":[24],"However,":[25],"there":[26],"is":[27],"limited":[28],"linguistic":[29],"research":[30],"that":[31],"examines":[32,59],"1)":[33],"how":[34,47],"international":[35,72],"travelers":[36,73],"communicate":[37],"to":[39,118,136],"share":[40],"negative":[42],"and":[45,53,67,82,113,128],"2)":[46],"luxury":[48,80],"management":[50,87],"resolves":[51],"complaints":[52],"regains":[54],"customer":[55],"trust.":[56],"This":[57],"study":[58,105],"electronic":[60],"word-of":[61],"mouth":[62],"(eWOM)":[63],"reviews":[66,95],"focuses":[68],"posted":[70,84],"by":[71,85],"stayed":[75],"at":[76],"Hong":[77],"Kong's":[78],"5-star":[79],"hotels":[81],"e-replies":[83],"groups.":[88],"data":[90],"are":[91],"based":[92],"authentic":[94],"collected":[96],"from":[97],"an":[98],"travel":[100],"forum.":[102],"present":[104],"employs":[106],"appraisal":[107],"analysis":[108],"(Martin":[109],"&":[110],"White,":[111],"2005)":[112],"specifically":[114],"engagement":[116],"system":[117],"investigate":[119],"heteroglossic":[120],"voice":[121],"38":[123],"sets":[124],"complex":[126],"e-complaints":[127],"responses":[129],"totaling":[130],"17,344":[131],"words.":[132],"findings":[134],"contribute":[135],"advancement":[138],"professional":[140],"discourse":[141],"hospitality":[143],"service":[144],"encounters.":[145]},"counts_by_year":[{"year":2026,"cited_by_count":4},{"year":2024,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2024-03-05T00:00:00"}