SKARGA NA TWITTERZE (SPOSOBY WYRAŻANIA SKARG PRZEZ KLIENTÓW FIRM TELEKOMUNIKACYJNYCH)

This paper is dedicated to statements expressing complaint, which are published on Twitter, a microblogging website. The research material covers interaction between customers and service providers of telecommunication companies. The aim of the analysis is to determine the impact of the communicatio...

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Veröffentlicht in:Poradnik językowy H. 9; S. 28 - 40
1. Verfasser: Tereszkiewicz, Anna
Format: Journal Article
Sprache:Polnisch
Veröffentlicht: Dom Wydawniczy ELIPSA 2015
ELIPSA Publishing House
Schlagworte:
Applied Linguistics
Language and Literature Studies
complaints
twitter
telecommunication companies
ISSN:0551-5343
Online-Zugang:Volltext
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Zusammenfassung:This paper is dedicated to statements expressing complaint, which are published on Twitter, a microblogging website. The research material covers interaction between customers and service providers of telecommunication companies. The aim of the analysis is to determine the impact of the communication channel on the structure and content of the expressed complaints and to examine linguistic properties of complaints. The research serves also the purpose of identifying intentions of the users expressing their complaints and the degree of effectiveness of the complaints expressed on the social networking website. Taking up the analysis of the abovementioned problem is caused by increased frequency of using Twitter by enterprises and customers. The analysis enabled identifi cation of the most common components of the statements expressing complaint and the most popular linguistic devices aimed at expressing dissatisfaction.
ISSN:0551-5343