32.3785, Books: The Discourse of Customer Service Tweets: Lutzky

[The LINGUIST List]

LINGUIST List: Vol-32-3785. Sat Dec 04 2021. ISSN: 1069 - 4875.

Subject: 32.3785, Books: The Discourse of Customer Service Tweets: Lutzky

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Date: Sat, 04 Dec 2021 06:42:25
From: Lian Wilson [lian.wilson at bloomsbury.com]
Subject: The Discourse of Customer Service Tweets: Lutzky

 


Title: The Discourse of Customer Service Tweets 
Subtitle: Planes, Trains and Automated Text Analysis 
Publication Year: 2021 
Publisher: Bloomsbury Publishing (formerly The Continuum International Publishing Group)
	   http://www.bloomsbury.com/uk/
	

Book URL: https://www.bloomsbury.com/discourse-of-customer-service-tweets-9781350090682/ 


Author: Ursula Lutzky

Electronic: ISBN:  9781350090699 Pages: 232 Price: U.K. £ 85.50 Comment: PDF
Electronic: ISBN:  9781350090705 Pages: 232 Price: U.K. £ 85.50 Comment: ePub
Hardback: ISBN:  9781350090682 Pages: 232 Price: U.K. £ 95.00


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.
 



Linguistic Field(s): Discourse Analysis


Written In: English  (eng)

See this book announcement on our website: 
http://linguistlist.org/pubs/books/get-book.cfm?BookID=157693




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