The study investigates the strategies used by English and Polish
companies in the process of handling customer complaints on Twitter. Since
English and Polish are recognized as representatives of negative and positive
politeness cultures, respectively, the analysis was to examine if there are
differences in politeness conventions in customer-provider interaction on
Twitter. The study found that although similar strategies are used by English
and Polish companies in responding to complaints, the frequency of the
respective strategies is different. The results of the analysis confirm
differences in the use of positive and negative politeness strategies as well as
differences in the level of directness in interaction between English and Polish
profiles.
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El-Dakhs, Dina Abdel Salam & Mervat M. Ahmed
2023. A pragmatic analysis of students’ complaints and professors’ responses to complaints: A case study of an Egyptian private university. Cogent Arts & Humanities 10:1
El-Dakhs, Dina Abdel Salam & Nermine Galal Ibrahim
2022. Egyptian parents’ responses to children's complaints focusing on the influence of sex and age. Journal of Pragmatics 200 ► pp. 52 ff.
2021. Rejecting consumer complaints in customer encounters on Twitter - the case of English and Polish brand communication. Journal of Politeness Research 17:2 ► pp. 189 ff.
This list is based on CrossRef data as of 13 april 2024. Please note that it may not be complete. Sources presented here have been supplied by the respective publishers.
Any errors therein should be reported to them.