1. Introduction Sylvia Jaworska and Camilla Vásquez, 2. "Tell us everything!": Discourse features of online and offline requests for customer feedback Camilla Vásquez, 3. "It wasn't feedback it was a request": Exploring uses and discussions of the word feedback in digital business communication Ursula Lutzky and Andrew Kehoe, 4. Self-serving mitigation in hotel responses to online negative feedback: A cross-linguistic analysis Sofie DeCock, Irene Cenni and Griet Boone, 5. A feedback spiral: Crowdsourcing judgements of negative reviews on Meituan Luoxiangyu Zhang and Camilla Vásquez, 6. Emotional self-presentation in feedback on feedback of YouTube product reviews Alejandro Parini, 7. Evaluation in MOOC reviews Hatime Çiftçi, 8.

Flexing, driving and diving: Metaphors and gendered positioning in performance feedback of white-collar workers Sylvia Jaworska, 9. Mind the politeness gap: A qualitative comparison of Italian and English business responses to customer feedback online Irene Cenni and Rebecca Van Herck, 10. Acknowledging feedback in French customer interactions online: Types and perceptions Nicholas Ruytenbeek, 11. 'Glazing Models': Sycophancy and the dynamics of synthetic feedback Rodney H. Jones, 12. Conclusions and outlook Camilla Vásquez and Sylvia Jaworska, Index.