Journal of Technical Writing and Communication Apr 2025

Responding to Negative Online Reviews on Chinese E-Commerce Platforms: Culture's Impact and A Comparison of Rhetorical Moves

Junhua Wang University of Minnesota, Duluth ; Hua Wang Cornell University

Abstract

To examine the impact of cultural factors on business responses to negative online reviews, we first examined rhetorical moves in business responses to negative online reviews on Chinese B2C e-commerce platforms. Then, we conducted a comparative analysis of the rhetorical moves in this research and those identified in Wang’s research on rhetorical moves identified in business responses to negative online reviews on Amazon.com. Following the framework of social-cognitive system theory, we explained how cultural factors may shape businesses’ responses to negative online reviews and concluded the research by discussing the implications of the research in the context of cross-border e-commerce.

Journal
Journal of Technical Writing and Communication
Published
2025-04-01
DOI
10.1177/00472816231225666
Open Access
Closed

Citation Context

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No articles in this index cite this work.

Cites in this index (5)

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    Journal of Business and Technical Communication
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    Journal of Technical Writing and Communication
  5. Hunsinger (2006)
    Culture and Cultural Identity in Intercultural Technical Communication
    Technical Communication Quarterly
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