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This collection explores the rise of feedback as a discursive practice in everyday life, examining diverse genres and sociocultural contexts.
The volume puts a focus on the "how to" of feedback in a range of contexts and communicative settings. Genres examined include performance reviews and online consumer evaluations on such networked spaces as YouTube, Twitter, MOOCs, TripAdvisor, and Meituan, as well as other corporate contexts. Chapters also emphasize cross-cultural and cross-linguistic perspectives by highlighting data from seven different languages. The range of settings, languages, and formats allows for engagement in key questions around feedback as a sociocultural activity with ideological dimensions, such as the construction of authority in feedback, linguistic and cultural differences, and the role of social and economic factors.
This book will be of particular interest to students and scholars in discourse analysis, professional communication, pragmatics, sociolinguistics, and digital media.
List of contents
1. Introduction
Sylvia Jaworska and Camilla Vásquez, 2. "Tell us everything!": Discourse features of online and offline requests for customer feedback
Camilla Vásquez, 3. "It wasn't feedback it was a request": Exploring uses and discussions of the word feedback in digital business communication
Ursula Lutzky and Andrew Kehoe, 4. Self-serving mitigation in hotel responses to online negative feedback: A cross-linguistic analysis
Sofie DeCock, Irene Cenni and Griet Boone, 5. A feedback spiral: Crowdsourcing judgements of negative reviews on Meituan
Luoxiangyu Zhang and Camilla Vásquez, 6. Emotional self-presentation in feedback on feedback of YouTube product reviews
Alejandro Parini, 7. Evaluation in MOOC reviews
Hatime Çiftçi, 8. Flexing, driving and diving: Metaphors and gendered positioning in performance feedback of white-collar workers
Sylvia Jaworska, 9. Mind the politeness gap: A qualitative comparison of Italian and English business responses to customer feedback online
Irene Cenni and Rebecca Van Herck, 10. Acknowledging feedback in French customer interactions online: Types and perceptions
Nicholas Ruytenbeek, 11. 'Glazing Models': Sycophancy and the dynamics of synthetic feedback
Rodney H. Jones, 12. Conclusions and outlook
Camilla Vásquez and Sylvia Jaworska, Index
About the author
Camilla Vásquez is Professor of Applied Linguistics in the World Languages Department at the University of South Florida.
Sylvia Jaworska is Professor of Language and Professional Communication in the Department of English Language and Applied Linguistics at the University of Reading.
