Denial in managerial responses: Forms, targets and discourse
environment
1. In what forms is the speech act of denial realized in the review response genre?
2. What are the targets of denial in the genre?
3. What is the proximal discourse environment of denial, that is, what immediately precedes and follows the speech act in
the genre?
4. How does the hotel management mitigate the potential damage to rapport resulting from the performance of denial?
