oa Complaint management on Twitter – evolution of interactional patterns on Polish corporate profiles

References

1. Benoit, William L.
   1995 Accounts, Excuses, and Apologies: A Theory of Image Restoration. Albany, NY: State University of New York Press.
   [Google Scholar]
2. Blum-Kulka, Shoshana, Juliane House, and Gabriele Kasper
   (eds.) 1989 Cross-Cultural Pragmatics: Requests and Apologies. Norwood, NJ: Ablex.
   [Google Scholar]
3. Brown, Penelope, and Stephen Levinson
   1987 Politeness. Some Universals in Language Usage. Cambridge: CUP. 10.1017/CBO9780511813085
   https://doi.org/10.1017/CBO9780511813085 [Google Scholar]
4. Brzozowska-Woś, Magdalena
   2013 “Media społecznościowe a wizerunek marki [Social media and brand image].” Zarządzanie i finanse [Management and finance] 1: 53–65.
   [Google Scholar]
5. Chwiałkowska, Agnieszka
   2014 “Media społecznościowe jako narzędzie budowania relacji z klientem przez mikro- i małe przedsiębiorstwa [Social media as a tool of building relations with a customer by micro- and small companies].” Studia i materiały [Studies and materials] 1: 124–137.
   [Google Scholar]
6. Coyle, James, Ted Smith, and Glenn Platt
   2012 “‘I’m Here to Help’ How Companies’ Microblog Responses to Consumer Problems Influence Brand Perceptions.” Journal of Research in Interactive Marketing6(1): 27–41. 10.1108/17505931211241350
   https://doi.org/10.1108/17505931211241350 [Google Scholar]
7. Creelman, Valerie
   2015 “Sheer Outrage: Negotiating Customer Dissatisfaction and Interaction in the Blogosphere.” InDigital Business Discourse, ed. byErica Darics, 160–185. Hampshire: Palgrave Macmillan.
   [Google Scholar]
8. Darics, Erica
   2015 “Introduction: Business Communication in the Digital Age – Fresh Perspectives.” InDigital Business Discourse, ed. byErica Darics, 1–16. Hampshire: Palgrave Macmillan.
   [Google Scholar]
9. Dejnaka, Agnieszka
   2014 “Media społecznościowe jako obszar pozyskiwania informacji zakupowej [Social media as an area of obtaining purchase information]”. Zeszyty naukowe Uniwersytetu Szczecińskiego. Problemy zarządzania, finansów i marketingu [Scientific journal of the University of Szczecin. Problems in management, finance and marketing] 36: 231–240.
   [Google Scholar]
10. Drzazga, Marek
    2013 “Media Społecznościowe w procesie komunikacji marketingowej przedsiębiorstw handlu detalicznego z rynkiem [Social media in the process of marketing communication of retail companies with the market].” Studia ekonomiczne (Komunikacja marketingowa: Współczesne wyzwania i kierunki rozwoju) [Economic studies (Marketing communication: Contemporary challenges and directions of development] 140: 98–111.
    [Google Scholar]
11. Einwiller, Sabine A., and Sarah Steilen
    2015 “Handling Complaints on Social Network Sites – An Analysis of Complaints and Complaint Responses on Facebook and Twitter Pages of Large US Companies.” Public Relations Review41(2): 195–204. 10.1016/j.pubrev.2014.11.012
    https://doi.org/10.1016/j.pubrev.2014.11.012 [Google Scholar]
12. Fischer, Eileen, and Rebecca Reuber
    2014 “Online Entrepreneurial Communication: Mitigating Uncertainty and Increasing Differentiation via Twitter.” Journal of Business Venturing29: 565–583. 10.1016/j.jbusvent.2014.02.004
    https://doi.org/10.1016/j.jbusvent.2014.02.004 [Google Scholar]
13. Girginova, Katerina
    2015 “Social CEOs: Tweeting as a Constitutive Form of Organizational Communication.” InDigital Business Discourse, ed. byErica Darics, 40–60. Hampshire: Palgrave Macmillan.
    [Google Scholar]
14. Herring, Susan C.
    2012 “Grammar and Electronic Communication.” InEncyclopedia of Applied Linguistics, ed. byCarol A. Chapelle. Hoboken, NJ: Wiley/Blackwell. 10.1002/9781405198431.wbeal0466
    https://doi.org/10.1002/9781405198431.wbeal0466 [Google Scholar]
15. Ho, Victor
    2017 “Giving Offence and Making Amends: How Hotel Management Attempts to Manage Rapport with Dissatisfied Customers.” Journal of Pragmatics109: 1–11. 10.1016/j.pragma.2016.12.001
    https://doi.org/10.1016/j.pragma.2016.12.001 [Google Scholar]
16. Jansen, Bernard, Mimi Zhang, Kate Sobel, and Abdur Chowdhury
    2009 “Twitter Power: Tweets as Electronic Word of Mouth.” Journal of the American Society for Information Science60(11): 2169–2188. 10.1002/asi.21149
    https://doi.org/10.1002/asi.21149 [Google Scholar]
17. Java, Akshay, Xiaodan Song, Tim Finin, and Belle Tseng
    2007 “Why We Twitter: Understanding Microblogging Usage and Communities.” Joint 9th WEBKDD and 1st SNA-KDD Workshop, San Jose, CA. Online: aisl.umbc.edu/resources/369.pdf. 10.1145/1348549.1348556
    https://doi.org/10.1145/1348549.1348556 [Google Scholar]
18. Kozicka-Borysowska, Żaneta
    2009 Akt mowy przeproszenia. Studium pragmalingwistyczne [Apology speech act. A pragmalinguistic study]. Szczecin: Wydawnictwo Print Group.
    [Google Scholar]
19. Kwon, Eun Sook, and Yongjun Sung
    2011 “Follow Me! Global Marketers’ Twitter Use.” Journal of Interactive Advertising12(1): 4–16. 10.1080/15252019.2011.10722187
    https://doi.org/10.1080/15252019.2011.10722187 [Google Scholar]
20. Ye, Lan, and Eyun-Jung Ki
    2017 “Organizational Crisis Communication on Facebook: A Study of BP’s Deepwater Horizon Oil Spill.” Corporate Communications: An International Journal22(1): 80–92. 10.1108/CCIJ‑07‑2015‑0045
    https://doi.org/10.1108/CCIJ-07-2015-0045 [Google Scholar]
21. Levy, Stuart E., Wenjing Duan, and Soyoung Boo
    2013 “An Analysis of One-Star Online Reviews and Responses in the Washington, D.C., Lodging Market.” Cornell Hospitality Quarterly54: 49–63. 10.1177/1938965512464513
    https://doi.org/10.1177/1938965512464513 [Google Scholar]
22. Lubecka, Anna
    2000 Requests, Invitations, Apologies and Compliments in American English and Polish. A Cross-Cultural Communication Perspective. Kraków: Księgarnia Akademicka.
    [Google Scholar]
23. Lupa, Iwona
    2016 Media społecznościowe w marketingu i zarządzaniu. Wybrane zagadnienia z teorii i praktyki przedsiębiorstw [Social media in marketing and management. Selected issues from the theory and companies’ practice]. Katowice: Wydawnictwo Naukowe Sophia.
    [Google Scholar]
24. Marcjanik, Małgorzata
    2000 Polska grzeczność językowa [Polish linguistic politeness]. Kielce: WSP.
    [Google Scholar]
25. Marcjanik, Małgorzata
    2006 “ABC grzeczności językowej [ABC of linguistic politeness].” InPolszczyzna na co dzień [Polish on an everyday basis], ed. byMirosław Bańko, 231–310. Warszawa: WN PWN.
    [Google Scholar]
26. Márquez Reiter, Rosina
    2008 “Intra-Cultural Variation: Explanations in Service Calls to Two Montevidean Service Providers.” Journal of Politeness Research: Language, Behavior, Culture4(1): 1–29. 10.1515/PR.2008.001
    https://doi.org/10.1515/PR.2008.001 [Google Scholar]
27. Márquez Reiter, Rosina, Sara Orthaber, and Daniel Kádár
    2015 “Disattending Customer Dissatisfaction on Facebook: A Case Study of a Slovenian Public Transport Company.” InInternational Management and Intercultural Communication, ed. byElizabeth Christopher, 108–126. London: Palgrave Macmillan. 10.1007/978‑1‑137‑47991‑4_7
    https://doi.org/10.1007/978-1-137-47991-4_7 [Google Scholar]
28. Marwick, Alice. E., and danah boyd
    2011 “I Tweet Honestly, I Tweet Passionately: Twitter Users, Context Collapse, and the Imagined Audience.” New Media & Society13(1): 114–133. 10.1177/1461444810365313
    https://doi.org/10.1177/1461444810365313 [Google Scholar]
29. Meinl, Marja
    2010 “Electronic Complaints: An Empirical Study on British English and German Complaints On Ebay.” Doctoral thesis, Rheinische Friedrich-Wilhelms- Universität Bonn. Online: hss.ulb.uni-bonn.de/2010/2122/2122.pdf
30. Ogiermann, Eva
    2012 “About Polish Politeness.” InLinguistic Insights vol. 132: Speech Acts and Politeness across Languages and Cultures, ed. byLeyre Ruiz de Zarobe, and Yolanda Ruiz de Zarobe, 27–52. Bern, CHE: Peter Lang.
    [Google Scholar]
31. Ożóg, Kazimierz
    1990 Zwroty grzecznościowe współczesnej polszczyzny mówionej (na materiale języka mówionego mieszkańców Krakowa) [Politneness acts in contemporary spoken Polish (On the example of the inhabitants of Krakow)]. Kraków: WN PWN.
    [Google Scholar]
32. Page, Ruth
    2014 “Saying ‘Sorry’: Corporate Apologies on Twitter.” Journal of Pragmatics62: 30–45. 10.1016/j.pragma.2013.12.003
    https://doi.org/10.1016/j.pragma.2013.12.003 [Google Scholar]
33. Ptaszek, Grzegorz
    2009 “Telefoniczna rozmowa handlowa [Business phone call].” In„W czym mogę pomóc?” Zachowania komunikacyjnojęzykowe konsultantów i klientów call center [‘How can I help you?’ Communication and language behaviour of call centre consultants and clients], ed. byKrzysztof Kaszewski, and Grzegorz Ptaszek, 11–17. Warszawa: Semper.
    [Google Scholar]
34. Ptaszek, Grzegorz
    2008 “‘Klient nasz pan’ – językowe wykładniki grzeczności i uprzejmości konsultantów call center w rozmowie telefonicznej z klientami [‘Client is our master’ – politeness strategies of call centre consultants in phone talks with clients].” InJęzyk w mediach elektronicznych [Language in electronic media], ed. byJerzy Podracki, and Ewa Wolańska, 105–112. Warszawa: Semper.
    [Google Scholar]
35. Rybalko, Svetlana, and Trent Seltzer
    2010 “Dialogic Communication in 140 Characters or Less: How Fortune 500 Companies Engage Stakeholders Using Twitter.” Public Relations Review36: 336–341. 10.1016/j.pubrev.2010.08.004
    https://doi.org/10.1016/j.pubrev.2010.08.004 [Google Scholar]
36. Sifianou, Maria, and Angeliki Tzanne
    2018 “The Impact of Globalisation on Brief Greek Service Encounters.” Journal of Pragmatics134: 163–172. 10.1016/j.pragma.2017.12.011
    https://doi.org/10.1016/j.pragma.2017.12.011 [Google Scholar]
37. Sparks, Beverley A., and Liz Fredline
    2007 “Providing an Explanation for Service Failure: Context, Content, and Customer Responses.” Journal of Hospitality & Tourism Research31(2): 241–260. 10.1177/1096348006297292
    https://doi.org/10.1177/1096348006297292 [Google Scholar]
38. Sparks, Beverley A., and Victoria Browning
    2010 “Complaining in Cyberspace: The Motives and Forms of Hotel Guests’ Complaints Online.” Journal of Hospitality Marketing & Management19(7): 797–818. 10.1080/19368623.2010.508010
    https://doi.org/10.1080/19368623.2010.508010 [Google Scholar]
39. Sparks, Beverley A., and Graham L. Bradley
    2017 “A ‘Triple A’ Typology of Responding to Negative Consumer-Generated Online Reviews.” Journal of Hospitality & Tourism Research41(6): 719–745. 10.1177/1096348014538052
    https://doi.org/10.1177/1096348014538052 [Google Scholar]
40. Tagg, Caroline
    2012 Discourse of Text Messaging. London: Continuum.
    [Google Scholar]
41. Tereszkiewicz, Anna
    2015 “Zachowania grzecznościowe w interakcji handlowej na Twitterze [Politeness conventions in business interaction on Twitter].” Media-Kultura- Komunikacja Społeczna [Media-Culture-Social Communication] 11(4): 65–80.
    [Google Scholar]
42. Tereszkiewicz, Anna
    2017 “‘Przykro nam to słyszeć :(’ Reakcje firm telekomunikacyjnych na skargi i zażalenia klientów publikowane w serwisie Twitter [‘We are sorry to hear that :(’ Reactions of telecommunication companies to their customers’ complaints and claims published on Twitter].” Poradnik Językowy [Language Guide] 3: 17–29.
    [Google Scholar]
43. Tereszkiewicz, Anna
    2019 “Responding to Customer Complaints on English and Polish Corporate Profiles on Twitter.” Pragmatics and Society10(2): 205–229. 10.1075/ps.15019.ter
    https://doi.org/10.1075/ps.15019.ter [Google Scholar]
44. Vásquez, Camilla
    2011 “Complaints Online: The Case of TripAdvisor.” Journal of Pragmatics43: 1707–1717. 10.1016/j.pragma.2010.11.007
    https://doi.org/10.1016/j.pragma.2010.11.007 [Google Scholar]
45. Vásquez, Camilla
    2012 “Narrativity and Involvement in Online Consumer Reviews. The Case of TripAdvisor.” Narrative Inquiry22(1): 105–121. 10.1075/ni.22.1.07vas
    https://doi.org/10.1075/ni.22.1.07vas [Google Scholar]
46. Vásquez, Camilla
    2014 The Discourse of Online Consumer Reviews. London: Bloomsbury.
    [Google Scholar]
47. Vásquez, Camilla
    2015 “‘Don’t Even Get Me Started…’: Interactive Metadiscourse in Online Consumer Reviews.” InDigital Business Discourse, ed. byErica Darics, 19–39. Hampshire: Palgrave Macmillan.
    [Google Scholar]
48. Weller, Katrin, Axel Bruns, Jean Burgess, Merja Mahrt, and Cornelius Puschmann
    (eds.) 2014 Twitter and Society. New York: Peter Lang. 10.3726/978‑1‑4539‑1170‑9
    https://doi.org/10.3726/978-1-4539-1170-9 [Google Scholar]
49. Zappavigna, Michele
    2012 Discourse of Twitter and Social Media. How We Use Language to Create Affiliation on the Web. London: Continuum.
    [Google Scholar]
50. Zhang, Jie, and Terry Daugherty
    2009 “Third-Person Effect and Online Social Networking: Implications for Viral Marketing, Word-of-Mouth Brand Communications, and Consumer Behavior in User-Generated Context.” American Journal of Business24(2): 53–63. 10.1108/19355181200900011
    https://doi.org/10.1108/19355181200900011 [Google Scholar]
51. Zhang, Mimi, Bernard Jansen, and Abdur Chowdhury
    2011 “Business Engagement on Twitter: A Path Analysis.” Electronic Markets21: 161–175. 10.1007/s12525‑011‑0065‑z
    https://doi.org/10.1007/s12525-011-0065-z [Google Scholar]
52. Zhang, Yi, and Camilla Vásquez
    2014 “Hotels’ Responses to Online Reviews: Managing Consumer Dissatisfaction.” Discourse, Context and Media6: 54–64. 10.1016/j.dcm.2014.08.004
    https://doi.org/10.1016/j.dcm.2014.08.004 [Google Scholar]