Erhältlich:
Nicht auf Lager
Buch (Softcover): Fachbuch
The Discourse of Customer Service Tweets
Planes, Trains and Automated Text Analysis
Verlag:
Bloomsbury Publishing Unsere-Artikel-Nr.: P35180922
EAN: 9781350273207
Erhältlich:
Nicht auf Lager
Zustellung: Do, 12.11.2026
Versand: Kostenlos
-11.6 %
CHF 50.90
CHF 45.–
Beschreibung
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.
Spezifikationen
Sprache
- Englisch
Autor
- Ursula Lutzky
Erscheinungsjahr
- 2023
Format
- Buch (Softcover)
Anzahl Seiten
- 232