A Study On Trust Repair In Interactive Metadiscourse Of Merchant Feedback In The American Hotel Industr

Business feedback is the feedback made by merchants in response to consumers’ comments,which affects consumers’ trust and choice to some extent.Therefore,how to effectively organize the language to reply in order to maximize the restoration of consumer trust is crucial for businesses.As an important way of language expression,metadiscourse has the function of organizing discourse,transmitting views and attitudes.This study is based on the attribution model of trust repair proposed by Tomlinson and Mayer(2009),with the help of the interpersonal model of metadiscourse proposed by Hyland(2005),starting from three dimensions of trust:ability,integrity and benevolence to explore the distribution and characteristics of different types of interactional metadiscourse in successful business feedback and the relationship between them and trust repair.The findings are as follows: First,interactional metadiscourse resources are widely distributed in business feedback,and their frequency from high to low is self-mention,engagement marker,attitude marker,booster and hedge.Second,the relationship between interactional metadiscourse and the three dimensions of trust repair is not strictly one-to-one correspondence,but shows a cross relationship.An interactional metadiscourse can realize the repair of one dimension of trust,or can simultaneously realize the repair of two or three dimensions of trust.Third,when the three dimensions of trust are damaged,merchants often use informational,emotional and functional trust repair strategies to repair.This study has certain enlightenment for merchants to rebuild their good image after trust destruction,and also has reference significance for hotel operation.