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Wayne Trotman

Bio: Wayne Trotman is an academic researcher. The author has contributed to research in topics: Syndicate & Portfolio. The author has an hindex of 5, co-authored 6 publications receiving 353 citations.

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Journal ArticleDOI
TL;DR: In this paper, the authors present a survey of the state of the arts in London and the date 2008 unless otherwise stated, where the place of publication is London, UK and the year 2008 is 2008.
Abstract: (The place of publication is London and the date 2008 unless otherwise stated.)

158 citations

Journal ArticleDOI
TL;DR: The authors argue that to overcome these mutually reinforcing problems, researchers should adopt relationally reflexive practices and advocate a stance toward the application of qualitative methods that legitimizes insights from the situated life-with-others of the researcher.
Abstract: In this article we explain how the development of new organization theory faces several mutually reinforcing problems, which collectively suppress generative debate and the creation of new and alternative theories. We argue that to overcome these problems, researchers should adopt relationally reflexive practices. This does not lead to an alternative method but instead informs how methods are applied. Specifically, we advocate a stance toward the application of qualitative methods that legitimizes insights from the situated life-with-others of the researcher. We argue that this stance can improve our abilities for generative theorizing in the field of management and organization studies.

124 citations

Journal ArticleDOI
TL;DR: The authors investigated the generic structure of hotel responses to customer complaints posted on TripAdvisor and found that responses from businesses replying to user-generated reviews tend to be highly formulaic and conventionalized, with thanking and apologizing among the most common moves identified.
Abstract: In this study we investigate the generic structure of hotel responses to customer complaints posted on popular travel website, TripAdvisor. Extending the genre analytic notion of rhetorical moves ( Swales, 1981 , Swales, 2004 ) to this computer-mediated text type, we analyzed 80 hotel replies that were posted in response to online consumer complaints. Our analysis of the responses of 4- and 5-star hotels located in 4 popular urban tourist destinations in China indicates that ten move types are commonly found in this genre, with eight of these appearing in the majority of reviews. These results suggest that online responses from businesses replying to user-generated reviews tend to be highly formulaic and conventionalized, with thanking and apologizing among the most common moves identified. However, we also found considerable variation with respect to how specific hotels were about addressing the problem(s) discussed in the original customer complaint, as well as the extent to which hotel management indicated having taken actions to correct those problems. Finally, our study found that in this set of responses, hotel personnel tended to emphasize a corporate (rather than personal) identity when constructing responses to complaints. The study׳s findings provide insights into some of the ways in which businesses are managing consumer dissatisfaction online.

123 citations

Journal ArticleDOI
TL;DR: The authors explored the relationships between community expectations and the individual writer, using a corpus approach to recover evidence for repeated patterns of language which encode disciplinary preferences for different points of view, argument styles, attitudes to knowledge, and relationships between individuals.

121 citations

Journal ArticleDOI
TL;DR: The authors provided quantitative data to establish the relative, perceived burden of writing research articles in English as a second language (EASL) and found that the burden of EASL was significantly greater than that of writing in other languages.
Abstract: This article provides quantitative data to establish the relative, perceived burden of writing research articles in English as a second language. Previous qualitative research has shown that scient...

120 citations