Pragmatička analiza pohvala i prigovora u internetskim recenzijama u ugostiteljstvu

Online reviews are becoming increasingly important with the advancement of technology. They play a major role in hospitality because they are written by reviewers who share their experiences and inform potential customers of the quality of establishments. Reviews can also indicate what owners/managers can change to improve that quality. This paper analyses the pragmatic features of reviews of a restaurant on Tripadvisor, a website that contains reviews of several hospitality categories, and OpenTable, a website that is used specifically for restaurant reviews. This was done on two levels: the positive and negative aspects of a review related to moves (food, staff, ambience, general, price, website, and location), and the positive and negative strategies used in a review (intensification and mitigation). The aim was to determine the differences in the two websites’ affordances, and how they may impact the reviews. The hypothesis was that OpenTable would have a larger number of intensifying strategies because it contained only restaurant reviews, where reviewers might want to highlight their experiences more than the reviewers on Tripadvisor. It was not supported by the results. The results coincide with claims that different websites and platforms may lead to different pragmatic or evaluative practices.