한국 호텔의 부정평가에 대한 응답 장르분석

Abstract

This study investigates the issue of how top hotels in Seoul respond to customers’complaints in website by exploring their responses to negative reviews through genre analysis for the purpose of making contribution to hotels and English teaching. The purposes of this study are to identify (1) moves’proper application to the selected texts in comparison with Thumvichit & Gampper(2019) move structure, (2) moves and steps of RNRs and their occurrence frequency by covering a communicative function, and (3) the correlation between moves/steps and formulaic sequences(4-gram clusters) of RNRs and to help English for Specific Purposes writing class. The results showed that (1) the types and the order of application of the move applied in the RNR text were classified into six types, (2) moves/steps were categorized into obligatory, conventional, and optional ones according to the frequency, and (3) there was also a significant difference in the recurrent word combination and frequency of each move/step.