Name: The Discourse of Customer Service Tweets: Planes, Trains and Automated Text Analysis (en Inglés)
Price: 231.55 USD
Availability: InStock
Author: Lutzky, Ursula
ISBN: 9781350090682

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

Formato

Libro Físico

Autor

Ursula Lutzky

Editorial

Bloomsbury Publishing PLC

Idioma

Inglés

N° páginas

232

Encuadernación

Tapa Dura

Dimensiones

23.4 x 15.6 x 1.4 cm

Peso

0.50 kg.

ISBN13

9781350090682

Categorías

Semántica y análisis del discurso
Estudios de comunicación
Atención al cliente

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

Ursula Lutzky (Autor) · Bloomsbury Publishing PLC · Tapa Dura

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$ 231.55

$ 356.23

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Origen: Estados Unidos (Costos de importación incluídos en el precio)

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Reseña del libro "The Discourse of Customer Service Tweets: Planes, Trains and Automated Text Analysis (en Inglés)"

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.