29.4404, Confs: Applied Linguistics, Pragmatics, Sociolinguistics/Belgium

[The LINGUIST List]

LINGUIST List: Vol-29-4404. Thu Nov 08 2018. ISSN: 1069 - 4875.

Subject: 29.4404, Confs: Applied Linguistics, Pragmatics, Sociolinguistics/Belgium

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Date: Thu, 08 Nov 2018 18:28:23
From: Rebecca Van Herck [rebecca.vanherck at ugent.be]
Subject: Language in Webcare: Interdisciplinary Perspectives

 
Language in Webcare: Interdisciplinary Perspectives 

Date: 22-Nov-2018 - 23-Nov-2018 
Location: Ghent, Belgium 
Contact: Sofie Decock 
Contact Email: sofie.decock at ugent.be 

Linguistic Field(s): Applied Linguistics; Pragmatics; Sociolinguistics 

Meeting Description: 

With the rise of digital business communication, end-users of products and
services can now easily communicate positive and negative feedback to other
customers and organizations on social networking and (micro)blogging sites,
the sheer amount of which is hard for corporations to monitor, let alone
respond to. As negative word-of-mouth on both the issue at hand and the way it
has been tackled may have detrimental consequences in terms of reputation and
sales (Luo 2009), organizations now have to access these social platforms as
well and engage in a very delicate type of online service encounter (i.e.
webcare) with the prime intention of nursing customer relationships and
monitoring reputation management (Van Noort and Willemsen 2011). The success
of this type of interaction depends on many different aspects, including the
linguistic realization of both the original message by the customer and the
ensuing webcare itself. However, context-specific knowledge on what
constitutes the most appropriate, effective communicative strategies during
critical moments - both from the customers' and the companies' perspective -
is lacking (Lee and Song 2010) or proves to be somewhat contradictory. 

As organizers of this symposium, we believe that research into the
communicative challenges of digital business communication would greatly
benefit from an interdisciplinary approach, combining theories and methods
from linguistics, service-oriented marketing and public relations (see also
Holmqvist et al. 2017; Carnevale et al. 2017). Therefore, this symposium aims
to bring together scholars in language, communication and marketing studies
who all share an interest in the linguistic and communicative intricacies of
online service management. We invite papers focusing on consumer reviews,
complaints, webcare and/or crisis communication from different theoretical and
methodological perspectives.

We invited five speakers with an expertise in discourse- and
communication-related approaches to online consumer complaints, reviews, and
webcare: Camilla Vasquez (University of South Florida), Valerie Creelman
(Saint Mary’s University), Guda Van Noort (University of Amsterdam), Rob Le
Pair (Radboud University Nijmegen), An-Sofie Claeys (University of Leuven).

We ask scholars attending the conference (except for BA and MA students) to
pay a registration fee of 100€ (excluding dinner on November 22). 

For further information please contact sofie.decock at ugent.be,
bernard.declerck at ugent.be and/or rebecca.vanherck at ugent.be.
 

Program:

The program can be found on: http://www.webcare2018.ugent.be/programme/





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