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Customer encounters on twitter a study of positive evaluation and complaint management on english corporate profiles /
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 ge...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Autor Corporativo: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
[S.l.] :
Jagiellonian University Press,
2020.
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| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- Cover
- Table of contents
- Acknowledgements
- Introduction
- Chapter 1. Social mediaand corporate communication
- 1.1. Social media as a channelof communication
- 1.2. Social mediaand marketing communication
- 1.3. Social media and electronicword-of-mouth communication
- 1.4. Twitter as a microblogging service
- 1.5. Twitter in corporate communication
- Chapter 2. Customer encounters as a genreof social interaction
- 2.1. Customer encounters as a genre of socialinteraction
- basic characteristics
- 2.2. Previous research into customerencount
- 2.3. Crisis communication, complaintand review management
- Chapter 3. Corporate profi les on Twitter- general characteristics
- 3.1. Company profi les
- structure and typesof posts
- 3.2. Modes of interaction on the profi les- discursive blending
- Chapter 4. Positive evaluationand complaint managementon Twitter
- 4.1. Methods and materials
- 4.2. Consumer positive evaluation on Twitter
- 4.3. Consumer complaint and negativeevaluation management on Twitter
- Chapter 5. Selected politenessand lexicogrammatical propertiesof the tweets
- 5.1. Methods
- 5.2. Conventional politeness acts:openings and closings, forms of addressand self-identifi cation in the tweets
- 5.3. Selected lexicogrammatical propertiesof the tweets
- Conclusions
- References