This study examines the linguistic and cultural characteristics of positive online reviews left by pet owners for veterinary clinics, with a comparative focus on English and Italian reviews. As pets increasingly become integral family members, online feedback has a significant impact on pet owners’ choices of veterinary services. Using a self-compiled corpus, this analysis employs corpus-assisted tools to explore how reviewers in each language articulate their experiences, expectations, and emotions, identifying thematic differences. English reviews prioritize interpersonal attributes such as kindness and empathy, frequently anthropomorphizing pets as “family members” or “babies”. Conversely, Italian reviews emphasize professionalism and technical competence, often commending staff expertise and attentiveness. The findings reveal cross-cultural distinctions in satisfaction expression, with English reviews highlighting emotional bonds and Italian reviews focusing on professional efficacy. These insights may inform strategies for veterinary clinics to better align communication with clients’ cultural expectations in various markets.
“I Would Never Take My Pet to Someone I Didn’t Trust … My Pet’s Health Is My Health”: A Cross-Cultural Analysis of Evaluative Language in English and Italian Reviews of Veterinary Clinics
Gianmarco Vignozzi
;Nicoletta Simi
2025-01-01
Abstract
This study examines the linguistic and cultural characteristics of positive online reviews left by pet owners for veterinary clinics, with a comparative focus on English and Italian reviews. As pets increasingly become integral family members, online feedback has a significant impact on pet owners’ choices of veterinary services. Using a self-compiled corpus, this analysis employs corpus-assisted tools to explore how reviewers in each language articulate their experiences, expectations, and emotions, identifying thematic differences. English reviews prioritize interpersonal attributes such as kindness and empathy, frequently anthropomorphizing pets as “family members” or “babies”. Conversely, Italian reviews emphasize professionalism and technical competence, often commending staff expertise and attentiveness. The findings reveal cross-cultural distinctions in satisfaction expression, with English reviews highlighting emotional bonds and Italian reviews focusing on professional efficacy. These insights may inform strategies for veterinary clinics to better align communication with clients’ cultural expectations in various markets.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
