Linguistic variation in customer reviews One's own vs. another's experience narrative

Anna Veselovsky, Alena Witzlack-Makarevich

Research output: Contribution to journalArticlepeer-review


Informed by the framework of register analysis (Biber Egbert 2018) and narrative analysis (Labov Waletzky 1967), this paper studies customer reviews of assistive reading devices to identify intra-register variation between narratives of one's own and another's experience. The lexico-grammatical features differentiating the two experience types include the use of pronouns, references to animate and inanimate entities, patterns of user and product description, stance markers, negation, as well as expectation- and transaction-related lemmas. The study reveals that the distribution of these features is determined by the narrative ownership and the associated distinctions in expectations. Furthermore, the difference in narrative ownership results in variation with respect to the experience narrative composition.
Original languageEnglish
Pages (from-to)288-322
Number of pages35
Issue number2
StatePublished - 6 Dec 2022


  • register analysis
  • sub-register comparison
  • online registers
  • narrative composition
  • service experience narrative
  • customer review


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