Quotation Lutzky, Ursula. 2021. The Discourse of Customer Service Tweets. London: Bloomsbury Academic.


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Abstract

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.

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Publication's profile

Status of publication Published
Affiliation WU
Type of publication Book (monograph)
Language English
Title The Discourse of Customer Service Tweets
Location London
Publisher Bloomsbury Academic
Year 2021
URL https://www.bloomsbury.com/uk/discourse-of-customer-service-tweets-9781350090682
ISBN 9781350090682
Open Access N

Associations

People
Lutzky, Ursula (Details)
Organization
Department of Foreign Language Business Communication DP (Details)
Research areas (Ă–STAT Classification 'Statistik Austria')
6604 Applied linguistics (Details)
6611 Linguistics (Details)
6625 Technical language studies (Details)
6633 Computational linguistics (Details)
6643 Synchronic linguistics (Details)
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