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Rezk, O. (2021). A Relevance-theoretic Analysis of Customer Reviews on Facebook: A Cognitive Perspective. CDELT Occasional Papers in the Development of English Education, 76(1), 3-26. doi: 10.21608/opde.2021.226274
Omayma Abdelfattah . Rezk. "A Relevance-theoretic Analysis of Customer Reviews on Facebook: A Cognitive Perspective". CDELT Occasional Papers in the Development of English Education, 76, 1, 2021, 3-26. doi: 10.21608/opde.2021.226274
Rezk, O. (2021). 'A Relevance-theoretic Analysis of Customer Reviews on Facebook: A Cognitive Perspective', CDELT Occasional Papers in the Development of English Education, 76(1), pp. 3-26. doi: 10.21608/opde.2021.226274
Rezk, O. A Relevance-theoretic Analysis of Customer Reviews on Facebook: A Cognitive Perspective. CDELT Occasional Papers in the Development of English Education, 2021; 76(1): 3-26. doi: 10.21608/opde.2021.226274

A Relevance-theoretic Analysis of Customer Reviews on Facebook: A Cognitive Perspective

Article 1, Volume 76, Issue 1, October 2021, Page 3-26  XML PDF (1.05 MB)
Document Type: Original Article
DOI: 10.21608/opde.2021.226274
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Author
Omayma Abdelfattah . Rezk
Abstract
Online customer reviews are a form of Computer-Mediated Discourse that takes place on the internet. This genre is a reflection of customers’ in-hand experiences with different products and services. Customers communicate their ideas and opinions and attempt to make them manifest to reach as many people as possible on different online platforms. These platforms include specialized websites like Amazon.com and Alibaba.com, for instance. However, such reviews are also found on social media channels like Facebook and Twitter. To communicate their message clearly, customers employ various communicative strategies to describe their experiences with the various products and services in their reviews. This study aims at shedding light on this form of communication by applying Sperber and Wilson’s Relevance Theory to reveal the cognitive operations that take place on the minds of customers while writing their reviews. Hence, a group of customers reviews, written on an Egyptian Facebook group, are analyzed to unveil the communication process from a cognitive perspective.
Keywords
Computer-mediated Discourse; Relevance Theory; Cognition; Customer Reviews
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