Feedback Society

Sylvia Jaworska is Professor of Language and Professional Communication in the Department of English Language and Applied Linguistics at the University of Reading. Camilla Vásquez is Professor of Applied Linguistics in the World Languages Department at the University of South Florida.

• List of Figures List of Contributors 1 Introduction SYLVIA JAWORSKA AND CAMILLA VASQUEZ2 “Tell us everything!”: discourse features of online and offline requests for customer feedbackCAMILLA VASQUEZ3 “It wasn’t feedback it was a request”: exploring uses and discussions of the word feedback in digital business communicationURSULA LUTZKY AND ANDREW KEHOE4 Self‑serving mitigation in hotel responses to online negative feedback: a cross‑linguistic analysis GRIET BOONE, SOFIE DECOCK AND IRENE CENNI5 A feedback spiral: crowdsourcing judgments of negative reviews on Meituan LUOXIANGYU ZHANG AND CAMILLA VASQUEZ6 Emotional self‑presentation in feedback on feedback of YouTube product reviewsALEJANDRO PARINI7 Evaluation in MOOC reviews HATIME CIFTCI8 Flexing, driving, and diving: metaphors and gendered positioning in performance feedback of white‑collar workers SYLVIA JAWORSKA9 Mind the politeness gap: a qualitative comparison of Italian and English business responses to customer feedback online IRENE CENNI AND REBECCA ELEKTRA VAN HERCK10 Acknowledging feedback in French customer service interactions online: types and perceptionsNICOLAS RUYTENBEEK11 ‘Glazing models’: sycphancy and the dynamics of synthetic feedbackRODNEY H. JONES12 Conclusions and outlook CAMILLA VASQUEZ AND SYLVIA JAWORSKAIndex