000 02303nam a2200349 i 4500
001 CR9788323399971
003 UkCbUP
005 20240905203153.0
006 m|||||o||d||||||||
007 cr||||||||||||
008 211103s2019||||enk o ||1 0|eng|d
020 _a9788323399971 (ebook)
020 _z9788323346579 (hardback)
040 _aUkCbUP
_beng
_erda
_cUkCbUP
050 4 _aHM743.T95
_bT47 2019
082 0 4 _a302.30285
_223
100 1 _aTereszkiewicz, Anna,
_eauthor.
245 1 0 _aCustomer encounters on Twitter :
_ba study of positive evaluation and complaint management on English corporate profiles /
_cAnna Tereszkiewicz.
250 _aFirst edition.
264 1 _aKrakow :
_bJagiellonian University Press,
_c2019.
300 _a1 online resource (251 pages) :
_bdigital, PDF file(s).
336 _atext
_btxt
_2rdacontent
337 _acomputer
_bc
_2rdamedia
338 _aonline resource
_bcr
_2rdacarrier
500 _aTitle from publisher's bibliographic system (viewed on 09 Feb 2022).
520 _aThe 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.
630 0 0 _aTwitter.
650 0 _aSocial media.
776 0 8 _iPrint version:
_z9788323346579
856 4 0 _uhttps://www.cambridge.org/core/product/identifier/9788323399971/type/BOOK
942 _2ddc
_cEB
999 _c10149
_d10149