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The Discourse of Customer Service Tweets - (Bloomsbury Discourse) by Ursula Lutzky (Paperback)

The Discourse of Customer Service Tweets - (Bloomsbury Discourse) by  Ursula Lutzky (Paperback) - 1 of 1
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About this item

Highlights

  • 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.
  • About the Author: Ursula Lutzky is Associate Professor of English Business Communication at the Vienna University of Economics and Business, Austria.
  • 232 Pages
  • Language + Art + Disciplines, Language Arts
  • Series Name: Bloomsbury Discourse

Description



Book Synopsis



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.



Review Quotes




"The Discourse of Customer Service Tweets offers an insightful and cutting-edge examination of contemporary digital business discourse. Focusing on a large corpus of travel industry communication on Twitter, Lutzky provides readers with a meticulously designed study and rigorous analysis, written in style that is highly engaging and lucid." --Camilla Vásquez, Professor of Applied Linguistics, University of South Florida, USA

"A lucid and penetrating analysis of Twitter as a crucial part of customer service discourse, and an outstanding example of how a corpus-based investigation can provide fascinating new insights into the intricacies of customer service interactions via tweets." --Andreas H. Jucker, Professor of English Linguistics, University of Zurich, Switzerland




About the Author



Ursula Lutzky is Associate Professor of English Business Communication at the Vienna University of Economics and Business, Austria.
Dimensions (Overall): 9.21 Inches (H) x 6.14 Inches (W) x .49 Inches (D)
Weight: .73 Pounds
Suggested Age: 22 Years and Up
Series Title: Bloomsbury Discourse
Sub-Genre: Language Arts
Genre: Language + Art + Disciplines
Number of Pages: 232
Publisher: Bloomsbury Academic
Theme: Semantics
Format: Paperback
Author: Ursula Lutzky
Language: English
Street Date: May 18, 2023
TCIN: 94140786
UPC: 9781350273207
Item Number (DPCI): 247-41-5384
Origin: Made in the USA or Imported
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Shipping details

Estimated ship dimensions: 0.49 inches length x 6.14 inches width x 9.21 inches height
Estimated ship weight: 0.73 pounds
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