facework, impoliteness, L2 English, oppositional speech acts, TripAdvisor

This paper presents the results of a study seeking insights into how speakers express oppositional stance in an online genre (businesses' responses to negative customer reviews on TripAdvisor). The research is contrastive, exploring the differences between the practices of speakers in two types of setting - L1 English-speaking countries and countries where English is L2 - when performing oppositional speech acts (e.g. disagreement, criticism of the review/reviewer, etc.). Although there exists a large body of work concerned with contrastive differences in speech act realizations, oppositional speech acts remain under-researched especially in contexts of non-politeness or impoliteness. This paper presents the results of a mixed-method qualitative/quantitative analysis revealing substantial differences along two principal dimensions of variation: the (in)directness with which opposition is expressed, and the downgrading (mitigation) or upgrading (aggravation) of oppositional speech acts. Some of these differences can be traced to well-known tendencies related to L1 versus L2 language use, while others represent new empirical findings that open up potential avenues for future research.