Customer encounters on twitter: a study of positive evaluation and complaint management on english corporate profiles /
The book presents a discussion of the selected properties of customer encounters conducted on brand profiles on Twitter. The first part of the book discusses social media and their use in corporate communication, with a particular consideration of Twitter. It also defines customer encounters as a ge...
Gespeichert in:
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| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
[S.l.] :
Jagiellonian University Press,
2020.
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| Schlagworte: | |
| Online-Zugang: | Volltext |
| Zusammenfassung: | The book presents a discussion of the selected properties of customer encounters conducted on brand profiles on Twitter. The first part of the book discusses social media and their use in corporate communication, with a particular consideration of Twitter. It also defines customer encounters as a genre of interaction and presents an overview of previous research devoted to this area of communication. The second part of the publication concerns corporate profiles on Twitter and customer encounters conducted in this medium. The author characterizes consumer messages containing positive evaluation and complaints posted on company profiles. The strategies which companies use in response to positive and negative evaluations are discussed in detail. The publication also contains a description of selected conventional politeness acts used in the interaction as well as the language properties of tweets on the lexical and syntactic level. The discussion presented in the book shows Twitter as an important tool of image management and customer interaction. |
| Beschreibung: | 1 online resource |
| ISBN: | 9788323399971 8323399972 |
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| 520 | |a The book presents a discussion of the selected properties of customer encounters conducted on brand profiles on Twitter. The first part of the book discusses social media and their use in corporate communication, with a particular consideration of Twitter. It also defines customer encounters as a genre of interaction and presents an overview of previous research devoted to this area of communication. The second part of the publication concerns corporate profiles on Twitter and customer encounters conducted in this medium. The author characterizes consumer messages containing positive evaluation and complaints posted on company profiles. The strategies which companies use in response to positive and negative evaluations are discussed in detail. The publication also contains a description of selected conventional politeness acts used in the interaction as well as the language properties of tweets on the lexical and syntactic level. The discussion presented in the book shows Twitter as an important tool of image management and customer interaction. | ||
| 588 | |a Title from resource description page (Recorded Books, viewed June 15, 2020). | ||
| 505 | 0 | |a Cover -- Table of contents -- Acknowledgements -- Introduction -- Chapter 1. Social mediaand corporate communication -- 1.1. Social media as a channelof communication -- 1.2. Social mediaand marketing communication -- 1.3. Social media and electronicword-of-mouth communication -- 1.4. Twitter as a microblogging service -- 1.5. Twitter in corporate communication -- Chapter 2. Customer encounters as a genreof social interaction -- 2.1. Customer encounters as a genre of socialinteraction -- basic characteristics -- 2.2. Previous research into customerencount | |
| 505 | 8 | |a 2.3. Crisis communication, complaintand review management -- Chapter 3. Corporate profi les on Twitter- general characteristics -- 3.1. Company profi les -- structure and typesof posts -- 3.2. Modes of interaction on the profi les- discursive blending -- Chapter 4. Positive evaluationand complaint managementon Twitter -- 4.1. Methods and materials -- 4.2. Consumer positive evaluation on Twitter -- 4.3. Consumer complaint and negativeevaluation management on Twitter -- Chapter 5. Selected politenessand lexicogrammatical propertiesof the tweets -- 5.1. Methods | |
| 505 | 8 | |a 5.2. Conventional politeness acts:openings and closings, forms of addressand self-identifi cation in the tweets -- 5.3. Selected lexicogrammatical propertiesof the tweets -- Conclusions -- References | |
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| 650 | 0 | |a Customer relations. |0 http://id.loc.gov/authorities/subjects/sh85034963 | |
| 650 | 0 | |a Business. |0 http://id.loc.gov/authorities/subjects/sh85018260 | |
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| 650 | 2 | |a Commerce |0 https://id.nlm.nih.gov/mesh/D003132 | |
| 650 | 6 | |a Médias sociaux. | |
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| contents | Cover -- Table of contents -- Acknowledgements -- Introduction -- Chapter 1. Social mediaand corporate communication -- 1.1. Social media as a channelof communication -- 1.2. Social mediaand marketing communication -- 1.3. Social media and electronicword-of-mouth communication -- 1.4. Twitter as a microblogging service -- 1.5. Twitter in corporate communication -- Chapter 2. Customer encounters as a genreof social interaction -- 2.1. Customer encounters as a genre of socialinteraction -- basic characteristics -- 2.2. Previous research into customerencount 2.3. Crisis communication, complaintand review management -- Chapter 3. Corporate profi les on Twitter- general characteristics -- 3.1. Company profi les -- structure and typesof posts -- 3.2. Modes of interaction on the profi les- discursive blending -- Chapter 4. Positive evaluationand complaint managementon Twitter -- 4.1. Methods and materials -- 4.2. Consumer positive evaluation on Twitter -- 4.3. Consumer complaint and negativeevaluation management on Twitter -- Chapter 5. Selected politenessand lexicogrammatical propertiesof the tweets -- 5.1. Methods 5.2. Conventional politeness acts:openings and closings, forms of addressand self-identifi cation in the tweets -- 5.3. Selected lexicogrammatical propertiesof the tweets -- Conclusions -- References |
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| spelling | Tereszkiewicz, Anna. http://id.loc.gov/authorities/names/no2015104411 Customer encounters on twitter [electronic resource] : a study of positive evaluation and complaint management on english corporate profiles / Anna Tereszkiewicz. [S.l.] : Jagiellonian University Press, 2020. 1 online resource The book presents a discussion of the selected properties of customer encounters conducted on brand profiles on Twitter. The first part of the book discusses social media and their use in corporate communication, with a particular consideration of Twitter. It also defines customer encounters as a genre of interaction and presents an overview of previous research devoted to this area of communication. The second part of the publication concerns corporate profiles on Twitter and customer encounters conducted in this medium. The author characterizes consumer messages containing positive evaluation and complaints posted on company profiles. The strategies which companies use in response to positive and negative evaluations are discussed in detail. The publication also contains a description of selected conventional politeness acts used in the interaction as well as the language properties of tweets on the lexical and syntactic level. The discussion presented in the book shows Twitter as an important tool of image management and customer interaction. Title from resource description page (Recorded Books, viewed June 15, 2020). Cover -- Table of contents -- Acknowledgements -- Introduction -- Chapter 1. Social mediaand corporate communication -- 1.1. Social media as a channelof communication -- 1.2. Social mediaand marketing communication -- 1.3. Social media and electronicword-of-mouth communication -- 1.4. Twitter as a microblogging service -- 1.5. Twitter in corporate communication -- Chapter 2. Customer encounters as a genreof social interaction -- 2.1. Customer encounters as a genre of socialinteraction -- basic characteristics -- 2.2. Previous research into customerencount 2.3. Crisis communication, complaintand review management -- Chapter 3. Corporate profi les on Twitter- general characteristics -- 3.1. Company profi les -- structure and typesof posts -- 3.2. Modes of interaction on the profi les- discursive blending -- Chapter 4. Positive evaluationand complaint managementon Twitter -- 4.1. Methods and materials -- 4.2. Consumer positive evaluation on Twitter -- 4.3. Consumer complaint and negativeevaluation management on Twitter -- Chapter 5. Selected politenessand lexicogrammatical propertiesof the tweets -- 5.1. Methods 5.2. Conventional politeness acts:openings and closings, forms of addressand self-identifi cation in the tweets -- 5.3. Selected lexicogrammatical propertiesof the tweets -- Conclusions -- References Social media. http://id.loc.gov/authorities/subjects/sh2006007023 Customer relations. http://id.loc.gov/authorities/subjects/sh85034963 Business. http://id.loc.gov/authorities/subjects/sh85018260 Social Media https://id.nlm.nih.gov/mesh/D061108 Commerce https://id.nlm.nih.gov/mesh/D003132 Médias sociaux. Affaires. social media. aat business (commercial function) aat BUSINESS & ECONOMICS / Business Communication / General. bisacsh Social media fast Customer relations fast Business fast Electronic books. Recorded Books, Inc. http://id.loc.gov/authorities/names/no94018831 has work: Customer encounters on twitter (Text) https://id.oclc.org/worldcat/entity/E39PCFRkpfKMCBfY4P8BDMc4HK https://id.oclc.org/worldcat/ontology/hasWork FWS01 ZDB-4-EBU FWS_PDA_EBU https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=2321931 Volltext |
| spellingShingle | Tereszkiewicz, Anna Customer encounters on twitter a study of positive evaluation and complaint management on english corporate profiles / Cover -- Table of contents -- Acknowledgements -- Introduction -- Chapter 1. Social mediaand corporate communication -- 1.1. Social media as a channelof communication -- 1.2. Social mediaand marketing communication -- 1.3. Social media and electronicword-of-mouth communication -- 1.4. Twitter as a microblogging service -- 1.5. Twitter in corporate communication -- Chapter 2. Customer encounters as a genreof social interaction -- 2.1. Customer encounters as a genre of socialinteraction -- basic characteristics -- 2.2. Previous research into customerencount 2.3. Crisis communication, complaintand review management -- Chapter 3. Corporate profi les on Twitter- general characteristics -- 3.1. Company profi les -- structure and typesof posts -- 3.2. Modes of interaction on the profi les- discursive blending -- Chapter 4. Positive evaluationand complaint managementon Twitter -- 4.1. Methods and materials -- 4.2. Consumer positive evaluation on Twitter -- 4.3. Consumer complaint and negativeevaluation management on Twitter -- Chapter 5. Selected politenessand lexicogrammatical propertiesof the tweets -- 5.1. Methods 5.2. Conventional politeness acts:openings and closings, forms of addressand self-identifi cation in the tweets -- 5.3. Selected lexicogrammatical propertiesof the tweets -- Conclusions -- References Social media. http://id.loc.gov/authorities/subjects/sh2006007023 Customer relations. http://id.loc.gov/authorities/subjects/sh85034963 Business. http://id.loc.gov/authorities/subjects/sh85018260 Social Media https://id.nlm.nih.gov/mesh/D061108 Commerce https://id.nlm.nih.gov/mesh/D003132 Médias sociaux. Affaires. social media. aat business (commercial function) aat BUSINESS & ECONOMICS / Business Communication / General. bisacsh Social media fast Customer relations fast Business fast |
| subject_GND | http://id.loc.gov/authorities/subjects/sh2006007023 http://id.loc.gov/authorities/subjects/sh85034963 http://id.loc.gov/authorities/subjects/sh85018260 https://id.nlm.nih.gov/mesh/D061108 https://id.nlm.nih.gov/mesh/D003132 |
| title | Customer encounters on twitter a study of positive evaluation and complaint management on english corporate profiles / |
| title_auth | Customer encounters on twitter a study of positive evaluation and complaint management on english corporate profiles / |
| title_exact_search | Customer encounters on twitter a study of positive evaluation and complaint management on english corporate profiles / |
| title_full | Customer encounters on twitter [electronic resource] : a study of positive evaluation and complaint management on english corporate profiles / Anna Tereszkiewicz. |
| title_fullStr | Customer encounters on twitter [electronic resource] : a study of positive evaluation and complaint management on english corporate profiles / Anna Tereszkiewicz. |
| title_full_unstemmed | Customer encounters on twitter [electronic resource] : a study of positive evaluation and complaint management on english corporate profiles / Anna Tereszkiewicz. |
| title_short | Customer encounters on twitter |
| title_sort | customer encounters on twitter a study of positive evaluation and complaint management on english corporate profiles |
| title_sub | a study of positive evaluation and complaint management on english corporate profiles / |
| topic | Social media. http://id.loc.gov/authorities/subjects/sh2006007023 Customer relations. http://id.loc.gov/authorities/subjects/sh85034963 Business. http://id.loc.gov/authorities/subjects/sh85018260 Social Media https://id.nlm.nih.gov/mesh/D061108 Commerce https://id.nlm.nih.gov/mesh/D003132 Médias sociaux. Affaires. social media. aat business (commercial function) aat BUSINESS & ECONOMICS / Business Communication / General. bisacsh Social media fast Customer relations fast Business fast |
| topic_facet | Social media. Customer relations. Business. Social Media Commerce Médias sociaux. Affaires. social media. business (commercial function) BUSINESS & ECONOMICS / Business Communication / General. Social media Customer relations Business Electronic books. |
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