The Discourse of Customer Service Tweets
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The Discourse of Customer Service Tweets: Planes, Trains and Automated Text Analysis(Bloomsbury Discourse)

The Discourse of Customer Service Tweets: Planes, Trains and Automated Text Analysis(Bloomsbury Discourse)


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About the Book

Table of Contents:
1. Introduction 2. Twitter and Contemporary Business Communication 3. Corpus Linguistics for Business 4. Customer Services and the Use of Twitter 5. Response Features and Customer (dis)Satisfaction 6. Hashtags: From Form to Function 7. Crisis Communication on Twitter 8. Implications for Businesses 9. Conclusion Bibliography Index

About the Author :
Ursula Lutzky is Associate Professor of English Business Communication at the Vienna University of Economics and Business, Austria.

Review :
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. 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.


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Product Details
  • ISBN-13: 9781350090705
  • Publisher: Bloomsbury Publishing PLC
  • Binding: Digital (delivered electronically)
  • No of Pages: 232
  • Sub Title: Planes, Trains and Automated Text Analysis
  • ISBN-10: 1350090700
  • Publisher Date: 21 Oct 2021
  • Language: English
  • Series Title: Bloomsbury Discourse


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