The Discourse of Customer Service Tweets
Planes, Trains and Automated Text Analysis
1st Edition
Published on 21. October 2021
232 pages
978-1-350-09069-9 (ISBN)
Description
The Discourse of Customer Service Tweets studies the discursive and pragmatic features of customer service interactions, making use of a corpus of over 1.5 million tweets from more than thirty different companies. With Twitter being used as a professional service channel by many transport operators, this book features an empirical analysis of British and Irish train companies and airlines that provide updates and travel assistance on the platform, often on a 24/7 basis.
From managing crises in the midst of strike action to ensuring passengers feel comfortable on board, Twitter allows transport operators to communicate with their customers in real time. Analysing patterns of language use as well as platform specific features for their communicative functions, Ursula Lutzky enhances our understanding of customers' linguistic expectations on Twitter and of what makes for successful or unsuccessful interaction. Of interest to anyone researching discourse analysis, business communication and social media, this book's findings pave the way for practical applications in customer service.
From managing crises in the midst of strike action to ensuring passengers feel comfortable on board, Twitter allows transport operators to communicate with their customers in real time. Analysing patterns of language use as well as platform specific features for their communicative functions, Ursula Lutzky enhances our understanding of customers' linguistic expectations on Twitter and of what makes for successful or unsuccessful interaction. Of interest to anyone researching discourse analysis, business communication and social media, this book's findings pave the way for practical applications in customer service.
More details
Series
Edition
1. Auflage
Language
English
Place of publication
London
United Kingdom
Publishing group
Bloomsbury Publishing PLC
Target group
Professional and scholarly
ISBN-13
978-1-350-09069-9 (9781350090699)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
Additional editions
Book
05/2023
Bloomsbury Academic
€55.89
Shipment within 15-20 days
Person
Ursula Lutzky is Associate Professor of English Business Communication at the Vienna University of Economics and Business, Austria.
Content
1. Introduction
2. Twitter and Contemporary Business Communication
3. Corpus Linguistics for Business
4. Customer Services and the Use of Twitter
5. Response Features and Customer (dis)Satisfaction
6. Hashtags: From Form to Function
7. Crisis Communication on Twitter
8. Implications for Businesses
9. Conclusion
Bibliography
Index
2. Twitter and Contemporary Business Communication
3. Corpus Linguistics for Business
4. Customer Services and the Use of Twitter
5. Response Features and Customer (dis)Satisfaction
6. Hashtags: From Form to Function
7. Crisis Communication on Twitter
8. Implications for Businesses
9. Conclusion
Bibliography
Index
