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

The Discourse of Customer Service Tweets explores the discursive and pragmatic features of customer service interactions on Twitter, using a corpus of over 1.5 million tweets from thirty different companies. It focuses on British and Irish train companies and airlines, analyzing patterns of language use and platform-specific features for their communicative functions. The book provides insights into customers' linguistic expectations on Twitter and successful or unsuccessful interaction, making it valuable for researchers in discourse analysis, business communication, and social media.

Format: Paperback / softback
Length: 232 pages
Publication date: 18 May 2023
Publisher: Bloomsbury Publishing PLC

The Discourse of Customer Service Tweets explores the discursive and pragmatic aspects of customer service interactions through a comprehensive corpus of over 1.5 million tweets from over thirty different companies. With Twitter serving as a professional service channel for numerous transport operators, this book delves into an empirical analysis of British and Irish train companies and airlines that utilize the platform to provide updates and travel assistance, often around the clock. By examining patterns of language use and platform-specific features for their communicative functions, Ursula Lutzky contributes to our understanding of customers' linguistic expectations on Twitter and the factors that contribute to successful or unsuccessful interactions. This book holds significant interest for researchers in discourse analysis, business communication, and social media, as its findings offer valuable insights for practical applications in customer service.

Dimension: 234 x 156 (mm)
ISBN-13: 9781350273207