Customer Encounters on Twitter : A Study of Positive Evaluation and Complaint Management on English Corporate Profiles
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| Title: | Customer Encounters on Twitter : A Study of Positive Evaluation and Complaint Management on English Corporate Profiles |
|---|---|
| Description: | 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. |
| Authors: | Anna Tereszkiewicz |
| Resource Type: | eBook. |
| Subjects: | Business, Social media, Customer relations |
| Categories: | COMPUTERS / Internet / Social Media, BUSINESS & ECONOMICS / Business Communication / General, BUSINESS & ECONOMICS / Customer Relations, BUSINESS & ECONOMICS / E-Commerce / Digital Marketing |
| Database: | eBook Collection (EBSCOhost) |
| FullText | Links: – Type: ebook-pdf Text: Availability: 0 |
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| Items | – Name: Title Label: Title Group: Ti Data: Customer Encounters on Twitter : A Study of Positive Evaluation and Complaint Management on English Corporate Profiles – Name: Abstract Label: Description Group: Ab Data: 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. – Name: Author Label: Authors Group: Au Data: <searchLink fieldCode="AR" term="%22Anna+Tereszkiewicz%22">Anna Tereszkiewicz</searchLink> – Name: TypePub Label: Resource Type Group: TypPub Data: eBook. – Name: Subject Label: Subjects Group: Su Data: <searchLink fieldCode="DE" term="%22Business%22">Business</searchLink><br /><searchLink fieldCode="DE" term="%22Social+media%22">Social media</searchLink><br /><searchLink fieldCode="DE" term="%22Customer+relations%22">Customer relations</searchLink> – Name: SubjectBISAC Label: Categories Group: Su Data: <searchLink fieldCode="ZK" term="%22COMPUTERS+%2F+Internet+%2F+Social+Media%22">COMPUTERS / Internet / Social Media</searchLink><br /><searchLink fieldCode="ZK" term="%22BUSINESS+%26+ECONOMICS+%2F+Business+Communication+%2F+General%22">BUSINESS & ECONOMICS / Business Communication / General</searchLink><br /><searchLink fieldCode="ZK" term="%22BUSINESS+%26+ECONOMICS+%2F+Customer+Relations%22">BUSINESS & ECONOMICS / Customer Relations</searchLink><br /><searchLink fieldCode="ZK" term="%22BUSINESS+%26+ECONOMICS+%2F+E-Commerce+%2F+Digital+Marketing%22">BUSINESS & ECONOMICS / E-Commerce / Digital Marketing</searchLink> |
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| RecordInfo | BibRecord: BibEntity: Classifications: – Code: 410 Scheme: ddc Type: prePub Languages: – Code: eng Text: English Subjects: – SubjectFull: Business Type: general – SubjectFull: Social media Type: general – SubjectFull: Customer relations Type: general Titles: – TitleFull: Customer Encounters on Twitter : A Study of Positive Evaluation and Complaint Management on English Corporate Profiles Type: main BibRelationships: HasContributorRelationships: – PersonEntity: Name: NameFull: Anna Tereszkiewicz – PersonEntity: Name: NameFull: Anna Tereszkiewicz IsPartOfRelationships: – BibEntity: Dates: – D: 01 M: 01 Type: published Y: 2020 – D: 01 M: 05 Type: profile Y: 2021 Identifiers: – Type: isbn-electronic Value: 9788323399971 Titles: – TitleFull: Customer Encounters on Twitter : A Study of Positive Evaluation and Complaint Management on English Corporate Profiles Type: main |
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