Russian Journal of LinguisticsRussian Journal of LinguisticsRussian Journal of Linguistics2687-00882686-8024Peoples’ Friendship University of Russia named after Patrice Lumumba (RUDN University)2253210.22363/2687-0088-2019-23-4-1088-1108ArticlesСтатьиArticlesResearch ArticleRelational Work in Airbnb reviewsРабота над межличностными отношениями в отзывах на сайте AirbnbHernández-LópezMaría de la OЭрнандес-ЛопесМария де ла О

Lecturer Pablo de Olavide University. She holds a PhD in English Linguistics from Pablo de Olavide University and an MA in Applied Linguistics from Birkbeck College (London).

преподает в Университете им. Пабло де Олавиде. Она имеет докторскую степень в области английского языка и лингвистики (университет Пабло де Олавиде) и степень магистра прикладной лингвистики (Биркбек, Лондонский университет).

mariolahl@upo.esPablo de Olavide UniversityУниверситет Пабло де Олавиде15122019234Politeness and Impoliteness Research in Global ContextsИсследование вежливости и невежливости в глобальном контексте1088110825122019Copyright ©; 2019, Hernández-López M.d.Copyright ©; 2019, Эрнандес-Лопес М.д.Copyright ©; 2019, Hernández-López M.2019Hernández-López M.d.Эрнандес-Лопес М.д.Hernández-López M.https://creativecommons.org/licenses/by-nc/4.0https://journals.rudn.ru/linguistics/article/view/22532

Peer-to-peer businesses such as Airbnb have recently given rise to new travel trends in which electronic word of mouth, in the form of online consumer reviews (OCRs, henceforth), is the main trust mechanism with a threefold purpose: to make informed decisions regarding accommodation, gain good reputation, and manage the relational component as continuity from the offline stage of the experience. In the light of the above, this study will analyse 120 reviews (60 positive and 60 negative) written by Airbnb travellers and linked to three different emotional orientations: delighted/satisfied, ambivalent/neutral, and dissatisfied/disappointed. Taking an illocutionary and stylistic domain perspective, the reviews will be examined to understand how users manage relational work (Watts 1989, Locher and Watts 2005, Locher 2006, Locher and Watts 2008), and to ascertain what is likely to be the ‘norm’ in this particular genre (i.e., OCRs) and for the particular Virtual Community of Practice (VCoP, henceforth) (i.e., guests and hosts interacting in Airbnb). The results show that being polite seems to be the norm (hence being politic), while being rude or offensive is the exception. The data also suggest that users tend to be politic/polite through very enthusiastic and friendly messages, while dissatisfaction and ambivalence are shown by means of a process of depersonalisation, with a tone based on formality and distancing from the host. Information is also obtained from what is not said, which creates the implicature of dissatisfaction. This seems to be implicitly understood by the members of this VCoP, who seem to perceive sociability as pivotal to assess their experience.

В последнее время на таких онлайн-площадках, как Airbnb, которые дали толчок новым туристическим тенденциям, онлайн-отзывы потребителей становятся основным механизмом доверия и имеют троякую цель: принятие обоснованных решений относительно размещения, приобретение хорошей репутации и управление межличностными отношениями как продолжение офлайн-общения. В свете вышесказанного в данном исследовании будут проанализированы 120 отзывов (60 положительных и 60 отрицательных), написанных путешественниками, воспользовавшимися сайтом Airbnb. Они передают три различных эмоциональных состояния: восхищение/удовлетворение, амбивалентность/нейтральность и неудовлетворение/разочарование. Акцент будет сделан на иллокутивном и стилистическом аспектах с целью понять, как ведется работа по выстраиванию отношений, или «реляционная работа» (‘relational work’) (Watts 1989, Locher & Watts 2005, Locher 2006) и выяснить, что может быть «нормой» в этом конкретном жанре (электронном отзыве потребителей) и виртуальном сообществе (т.е. гости и хозяева отелей, общающиеся на сайте Airbnb). Результаты показывают, что нормой является вежливость, а грубость или оскорбление - это исключение. Полученные данные также свидетельствуют о том, что пользователи склонны проявлять вежливость посредством восторженных и очень дружелюбных сообщений, в то время как неудовлетворенность и амбивалентность проявляются имперсонифицированно, через официальный стиль и дистанцирование. Имплицитно информация о неудовлетворённости передается также через умолчание о тех или иных моментах. Представляется, что это понимают и члены данного сообщества, которые, по-видимому, воспринимают сообщение информации как необходимое условие оценки.

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