An analysis of moves and first-person references in Indonesian hotel responses to online positive reviews

Technology advancements have allowed customers to post their reviews on online platforms. In the hotel industry, responding positive and negative is imperative because it helps hotels maintain relationship with past establish a persona. This paper examined generic structure of Indonesian responses (RPRs) through move-step first-person reference analysis. For this purpose, we compiled corpus 87 authentic written by TripAdvisor. The results revealed that genre consists five major moves (opening, thanking or appreciating, acknowledging message, ending, closing) minor move (positive small talk). Unique these findings talk, which includes explicit hopes for customers’ satisfaction use phrases such as ‘your second home’ ‘one big family’ when referring hotels. Regarding reference, representatives tended plural pronoun ‘we,’ reflecting cooperative identity. exclusive ‘we’ serves various communicative functions in RPRs. However, mainly typical three steps: appreciating stay, stating hotels’ commitment standard, soliciting return visit. These can be an alternative model practitioners including students business English ESP courses, may refer aiming produce texts within genre.