拒绝消费者在推特上遇到客户时的投诉——以英语和波兰语品牌传播为例

IF 1.4 2区 文学 0 LANGUAGE & LINGUISTICS Journal of Politeness Research-Language Behaviour Culture Pub Date : 2021-01-13 DOI:10.1515/PR-2017-0044
A. Tereszkiewicz
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引用次数: 1

摘要

摘要以下研究重点关注否认和逃避公司责任的策略,这些策略用于回应消费者在推特上的英语和波兰语品牌简介上发布的投诉、负面和批评评论。分析表明,尽管这些行为可能会对消费者构成威胁,从而对公司形象构成威胁,但公司并没有避免使用否认可投诉者和不同意客户意见的策略。研究表明,公司采取了一系列逃避和否认指责的子策略,如求助于外部环境和法规、感谢、指责第三方、对可投诉人不知情的声明、简单否认可投诉人、表达个人意见或批评消费者等。该研究表明,英语和波兰语在拒绝消费者投诉策略的使用范围和频率方面存在差异。波兰语料库提供了更多的发生率和更广泛的逃避和否认策略,用于回应消费者的负面或批评意见和投诉。
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Rejecting consumer complaints in customer encounters on Twitter - the case of English and Polish brand communication
Abstract The following study focuses on strategies of denial and evasion of company responsibility used in responding to complaints, negative and critical comments posted by consumers on English and Polish brand profiles on Twitter. The analysis shows that despite the face-threat these acts may pose to the consumer and, consequently, to the company’s image, the companies do not refrain from using strategies denying the complainable and disagreeing with the customer. The study shows that companies resort to a range of sub-strategies of evasion and denial of blame, such as referral to external circumstances and regulations, thanks, blaming a third party, statements of unawareness of the complainable, simple denial of the complainable, expression of personal opinion or criticism of the consumer, among others. The study indicated differences between the English and Polish profiles as to the range and frequency of use of the strategies of rejecting consumers’ complaints. The Polish corpus offers a greater occurrence and a wider range of evasion and denial strategies used in reaction to consumers’ negative or critical opinions and complaints.
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来源期刊
CiteScore
2.50
自引率
30.00%
发文量
24
期刊介绍: The Journal of Politeness Research responds to the urgent need to provide an international forum for the discussion of all aspects of politeness as a complex linguistic and non-linguistic phenomenon. Politeness has interested researchers in fields of academic activity as diverse as business studies, foreign language teaching, developmental psychology, social psychology, sociolinguistics, linguistic pragmatics, social anthropology, cultural studies, sociology, communication studies, and gender studies. The journal provides an outlet through which researchers on politeness phenomena from these diverse fields of interest may publish their findings and where it will be possible to keep up to date with the wide range of research published in this expanding field.
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