This volume explores linguistic (im)politeness in a customer-oriented setting, covering telephone, email, and social media. It offers valuable insights into transactional services and impolite behaviour, making it essential for scholars and practitioners in communication, business discourse, (socio)pragmatics, interaction studies, and social media interactions. It also benefits students in applied linguistics and Slavic languages, particularly Slovenian, and public/private institutions seeking to improve customer-service provider relationships.

Format: Hardback
Length: 346 pages
Publication date: 03 October 2023
Publisher: Springer International Publishing AG

Linguistic (Im)politeness in a Mediated, Customer-Oriented Setting

This volume covers the field of linguistic (im)politeness in a particular mediated, customer-oriented setting. It is the first book to do so across telephone, email and social media. It offers key insights into a unique customer service setting through authentic and spontaneous data analysis. The book looks at how customers and agents of a large public transport company engage in transactional services and impolite behaviour. This text is directed at scholars and practitioners working in communication, business discourse, (socio)pragmatics, interaction studies, and social media interactions. It is also of great value to students in applied linguistics and scholars of Slavic languages, particularly Slovenian. The cross-media study is also of value to public/private institutions to reflect on their work practices, helping them improve existing customer–service provider relationships. The diverse readership and appeal are essential features of this book.

Examines Mediated Institutional Talk and Impoliteness in the Slovenian Language

This volume examines linguistic (im)politeness in a mediated, customer-oriented setting. It covers mediated service interactions, such as requests and complaints across three different media. It provides in-depth insights into communication within a contemporary business environment.

Covers Mediated Service Interactions

This volume covers mediated service interactions, such as requests and complaints across three different media. It provides in-depth insights into communication within a contemporary business environment.

Provides In-Depth Insights into Communication within a Contemporary Business Environment

This volume provides in-depth insights into communication within a contemporary business environment. It covers mediated service interactions, such as requests and complaints across three different media. It offers key insights into a unique customer service setting through authentic and spontaneous data analysis. The book looks at how customers and agents of a large public transport company engage in transactional services and impolite behaviour. This text is directed at scholars and practitioners working in communication, business discourse, (socio)pragmatics, interaction studies, and social media interactions. It is also of great value to students in applied linguistics and scholars of Slavic languages, particularly Slovenian. The cross-media study is also of value to public/private institutions to reflect on their work practices, helping them improve existing customer–service provider relationships. The diverse readership and appeal are essential features of this book.

Dimension: 235 x 155 (mm)
ISBN-13: 9783031433191
Edition number: 1st ed. 2023