Frustration and luxury brands: silencing anpoliteness in consumer relations on the online platform Reclame Aqui
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Data de Publicação: | 2024 |
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Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | ModaPalavra e-periódico |
Texto Completo: | https://www.revistas.udesc.br/index.php/modapalavra/article/view/24183 |
Resumo: | Consumption practices are social, cultural, economic, symbolic, relational and affectionate, and have frustration as a possibility. The digital platform Reclame Aqui brings together conflicting ways of saying in buying and selling relationships and indicates that consumers of luxury brands seem to avoid exposing their dissatisfaction. The reduced enunciative materialization of complaints related to the Hermès, Zegna and Armani brands indicates eventual consumer satisfaction with the products, the service, the solution of problems arising from consumer experiences or a probable inconvenience in registering complaints online. The silencing of consumers was evaluated under the concept of discourse analysis of the French school, in addition to three registered publications. It is concluded that the few complaints are discursively constructed with elements of politeness, in an attempt to preserve faces and maintain consumer relations in a context in which disappointment prevents the subject from satisfactorily experiencing the hedonism promised by the consumer society. |
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Frustration and luxury brands: silencing anpoliteness in consumer relations on the online platform Reclame AquiFrustración y marcas de lujo: silenciamiento y cortesía en las relaciones de consumo en la plataforma digital Reclame AquiFrustração e marcas de luxo: silenciamento e polidez nas relações de consumo na plataforma on-line Reclame AquiconsumoMarcas de luxofrustração consumptionluxury brands frustrationconsumo marcas de lujo frustraciónConsumption practices are social, cultural, economic, symbolic, relational and affectionate, and have frustration as a possibility. The digital platform Reclame Aqui brings together conflicting ways of saying in buying and selling relationships and indicates that consumers of luxury brands seem to avoid exposing their dissatisfaction. The reduced enunciative materialization of complaints related to the Hermès, Zegna and Armani brands indicates eventual consumer satisfaction with the products, the service, the solution of problems arising from consumer experiences or a probable inconvenience in registering complaints online. The silencing of consumers was evaluated under the concept of discourse analysis of the French school, in addition to three registered publications. It is concluded that the few complaints are discursively constructed with elements of politeness, in an attempt to preserve faces and maintain consumer relations in a context in which disappointment prevents the subject from satisfactorily experiencing the hedonism promised by the consumer society.Las prácticas de consumo son sociales, culturales, económicas, simbólicas, relacionales y afectivas, y tienen como posibilidad la frustración. La plataforma digital Reclame Aqui reúne formas de expresión contradictorias en las relaciones de compra y venta e indica que los consumidores de marcas de lujo parecen evitar exponer su insatisfacción. La materialización enunciativa reducida de reclamos relacionados con las marcas Hermès, Zegna y Armani indica una eventual satisfacción del consumidor con los productos, la atención, la solución de problemas derivados de las experiencias del consumidor o un probable inconveniente en el registro de quejas en línea. Se evaluó el silenciamiento de los consumidores bajo el análisis de discurso de la escuela francesa, además de tres publicaciones registradas. Se concluye que los pocos reclamos se construyen discursivamente con elementos de cortesía, en un intento de preservar las caras y mantener las relaciones de consumo en un contexto en el que la decepción impide que el sujeto experimente satisfactoriamente el hedonismo que prometen las marcas en la sociedad de consumo.Práticas do consumo são sociais, culturais, econômicas, simbólicas, relacionais e afetivas, e têm como possibilidade a frustração. A plataforma digital Reclame Aqui reúne modos de dizer conflitivos nas relações de compra e venda e indica que consumidores de marcas de luxo parecem evitar a exposição de seus descontentamentos. A reduzida materialização enunciativa de queixas ligadas às marcas Hermès, Zegna e Armani sinaliza eventual satisfação dos consumidores com os produtos, o atendimento, a solução dos problemas decorrentes de experiências de consumo ou um provável incômodo em registrar reclamações on-line. Avaliou-se o silenciamento dos consumidores sob a concepção da análise de discurso da escola francesa, além de três publicações registradas. Conclui-se que as parcas reclamações são discursivamente construídas com elementos de polidez, na tentativa de preservar faces e manter relações de consumo em um contexto no qual a decepção impede que o sujeito vivencie satisfatoriamente o hedonismo prometido pelas marcas na sociedade de consumo.Universidade do Estado de Santa Catarina2024-01-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfapplication/epub+zipapplication/ziphttps://www.revistas.udesc.br/index.php/modapalavra/article/view/2418310.5965/1982615x17412024075ModaPalavra e-periódico; Vol. 17 No. 41 (2024): Moda e Emoções na Cultura do Consumo; 75-127ModaPalavra e-periódico; Vol. 17 Núm. 41 (2024): Moda e Emoções na Cultura do Consumo; 75-127 Modapalavra e-periódico; v. 17 n. 41 (2024): Moda e Emoções na Cultura do Consumo; 75-1271982-615X10.5965/1982615x17412024000reponame:ModaPalavra e-periódicoinstname:Universidade do Estado de Santa Catarina (UDESC)instacron:UDESCporhttps://www.revistas.udesc.br/index.php/modapalavra/article/view/24183/16421https://www.revistas.udesc.br/index.php/modapalavra/article/view/24183/16422https://www.revistas.udesc.br/index.php/modapalavra/article/view/24183/16597Copyright (c) 2023 Marcelo Pereira da Silva, Ana Maria Dantas de Maiohttp://creativecommons.org/licenses/by-nc/4.0info:eu-repo/semantics/openAccessSilva, Marcelo PereiraMaio, Ana Maria Dantas2024-02-29T11:43:34Zoai::article/24183Revistahttps://www.revistas.udesc.br/index.php/modapalavraPUBhttps://www.revistas.udesc.br/index.php/modapalavra/oai||modapalavra@gmail.com1982-615X1982-615Xopendoar:2024-02-29T11:43:34ModaPalavra e-periódico - Universidade do Estado de Santa Catarina (UDESC)false |
dc.title.none.fl_str_mv |
Frustration and luxury brands: silencing anpoliteness in consumer relations on the online platform Reclame Aqui Frustración y marcas de lujo: silenciamiento y cortesía en las relaciones de consumo en la plataforma digital Reclame Aqui Frustração e marcas de luxo: silenciamento e polidez nas relações de consumo na plataforma on-line Reclame Aqui |
title |
Frustration and luxury brands: silencing anpoliteness in consumer relations on the online platform Reclame Aqui |
spellingShingle |
Frustration and luxury brands: silencing anpoliteness in consumer relations on the online platform Reclame Aqui Silva, Marcelo Pereira consumo Marcas de luxo frustração consumption luxury brands frustration consumo marcas de lujo frustración |
title_short |
Frustration and luxury brands: silencing anpoliteness in consumer relations on the online platform Reclame Aqui |
title_full |
Frustration and luxury brands: silencing anpoliteness in consumer relations on the online platform Reclame Aqui |
title_fullStr |
Frustration and luxury brands: silencing anpoliteness in consumer relations on the online platform Reclame Aqui |
title_full_unstemmed |
Frustration and luxury brands: silencing anpoliteness in consumer relations on the online platform Reclame Aqui |
title_sort |
Frustration and luxury brands: silencing anpoliteness in consumer relations on the online platform Reclame Aqui |
author |
Silva, Marcelo Pereira |
author_facet |
Silva, Marcelo Pereira Maio, Ana Maria Dantas |
author_role |
author |
author2 |
Maio, Ana Maria Dantas |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Silva, Marcelo Pereira Maio, Ana Maria Dantas |
dc.subject.por.fl_str_mv |
consumo Marcas de luxo frustração consumption luxury brands frustration consumo marcas de lujo frustración |
topic |
consumo Marcas de luxo frustração consumption luxury brands frustration consumo marcas de lujo frustración |
description |
Consumption practices are social, cultural, economic, symbolic, relational and affectionate, and have frustration as a possibility. The digital platform Reclame Aqui brings together conflicting ways of saying in buying and selling relationships and indicates that consumers of luxury brands seem to avoid exposing their dissatisfaction. The reduced enunciative materialization of complaints related to the Hermès, Zegna and Armani brands indicates eventual consumer satisfaction with the products, the service, the solution of problems arising from consumer experiences or a probable inconvenience in registering complaints online. The silencing of consumers was evaluated under the concept of discourse analysis of the French school, in addition to three registered publications. It is concluded that the few complaints are discursively constructed with elements of politeness, in an attempt to preserve faces and maintain consumer relations in a context in which disappointment prevents the subject from satisfactorily experiencing the hedonism promised by the consumer society. |
publishDate |
2024 |
dc.date.none.fl_str_mv |
2024-01-01 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://www.revistas.udesc.br/index.php/modapalavra/article/view/24183 10.5965/1982615x17412024075 |
url |
https://www.revistas.udesc.br/index.php/modapalavra/article/view/24183 |
identifier_str_mv |
10.5965/1982615x17412024075 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://www.revistas.udesc.br/index.php/modapalavra/article/view/24183/16421 https://www.revistas.udesc.br/index.php/modapalavra/article/view/24183/16422 https://www.revistas.udesc.br/index.php/modapalavra/article/view/24183/16597 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2023 Marcelo Pereira da Silva, Ana Maria Dantas de Maio http://creativecommons.org/licenses/by-nc/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2023 Marcelo Pereira da Silva, Ana Maria Dantas de Maio http://creativecommons.org/licenses/by-nc/4.0 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf application/epub+zip application/zip |
dc.publisher.none.fl_str_mv |
Universidade do Estado de Santa Catarina |
publisher.none.fl_str_mv |
Universidade do Estado de Santa Catarina |
dc.source.none.fl_str_mv |
ModaPalavra e-periódico; Vol. 17 No. 41 (2024): Moda e Emoções na Cultura do Consumo; 75-127 ModaPalavra e-periódico; Vol. 17 Núm. 41 (2024): Moda e Emoções na Cultura do Consumo; 75-127 Modapalavra e-periódico; v. 17 n. 41 (2024): Moda e Emoções na Cultura do Consumo; 75-127 1982-615X 10.5965/1982615x17412024000 reponame:ModaPalavra e-periódico instname:Universidade do Estado de Santa Catarina (UDESC) instacron:UDESC |
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Universidade do Estado de Santa Catarina (UDESC) |
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UDESC |
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UDESC |
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ModaPalavra e-periódico |
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ModaPalavra e-periódico - Universidade do Estado de Santa Catarina (UDESC) |
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||modapalavra@gmail.com |
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