{"title":"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","authors":"A. Tereszkiewicz","doi":"10.1515/PR-2017-0044","DOIUrl":null,"url":null,"abstract":"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.","PeriodicalId":45897,"journal":{"name":"Journal of Politeness Research-Language Behaviour Culture","volume":null,"pages":null},"PeriodicalIF":1.4000,"publicationDate":"2021-01-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1515/PR-2017-0044","citationCount":"1","resultStr":"{\"title\":\"Rejecting consumer complaints in customer encounters on Twitter - the case of English and Polish brand communication\",\"authors\":\"A. Tereszkiewicz\",\"doi\":\"10.1515/PR-2017-0044\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"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.\",\"PeriodicalId\":45897,\"journal\":{\"name\":\"Journal of Politeness Research-Language Behaviour Culture\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":1.4000,\"publicationDate\":\"2021-01-13\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"https://sci-hub-pdf.com/10.1515/PR-2017-0044\",\"citationCount\":\"1\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Politeness Research-Language Behaviour Culture\",\"FirstCategoryId\":\"98\",\"ListUrlMain\":\"https://doi.org/10.1515/PR-2017-0044\",\"RegionNum\":2,\"RegionCategory\":\"文学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"0\",\"JCRName\":\"LANGUAGE & LINGUISTICS\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Politeness Research-Language Behaviour Culture","FirstCategoryId":"98","ListUrlMain":"https://doi.org/10.1515/PR-2017-0044","RegionNum":2,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"0","JCRName":"LANGUAGE & LINGUISTICS","Score":null,"Total":0}
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.
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.