1887
Volume 10, Issue 2
  • ISSN 1878-9714
  • E-ISSN: 1878-9722
USD
Buy:$35.00 + Taxes

Abstract

Abstract

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.

Loading

Article metrics loading...

/content/journals/10.1075/ps.15019.ter
2019-07-05
2019-12-09
Loading full text...

Full text loading...

References

  1. Aston, Guy
    1995 “Say ‘Thank you’: Some Pragmatic Constraints in Conversational Closings.” Applied Linguistics16/1: 57–86. 10.1093/applin/16.1.57
    https://doi.org/10.1093/applin/16.1.57 [Google Scholar]
  2. Blum-Kulka, Shoshana , and Elite Olshtain
    1984 “Requests and Apologies. A Cross-Cultural Study of Speech Act Realization Patterns (CCSARP).” Applied Linguistics5/3: 196–212. 10.1093/applin/5.3.196
    https://doi.org/10.1093/applin/5.3.196 [Google Scholar]
  3. Blum-Kulka, Shoshana , Juliane House , and Gabriele Kasper
    1989 “Investigating Cross- Cultural Pragmatics: An Introductory Overview.” InCross-cultural Pragmatics: Requests and Apologiesed. by Shoshana Blum-Kulka , Juliane House , and Gabriele Kasper , 1–34. Norwood, N.J.: Ablex.
    [Google Scholar]
  4. Brown, Penelope , and Stephen Levinson
    1987Politeness. Some Universals in Language Usage. Cambridge: Cambridge University Press. 10.1017/CBO9780511813085
    https://doi.org/10.1017/CBO9780511813085 [Google Scholar]
  5. Burton, Suzan , and Alena Soboleva
    2011 “Interactive or Reactive? Marketing with Twitter.” Journal of Consumer Marketing28/7: 491–499. 10.1108/07363761111181473
    https://doi.org/10.1108/07363761111181473 [Google Scholar]
  6. Cameron, Deborah
    2003 “Globalizing ‘Communication’.” InNew Media Languageed. by Jean Aitchison , Diana Lewis , and Simon Jenkins , 27–35. London: Routledge.
    [Google Scholar]
  7. Deutschmann, Mats
    2003Apologising in British English. Umeå: Umeå University.
    [Google Scholar]
  8. Economidou-Kogetsidis, Maria
    2005 “Yes, Tell Me Please, What Time is the Midday Flight From Athens Arriving? Telephone Service Encounters and Politeness.” Intercultural Pragmatics2: 253–273. 10.1515/iprg.2005.2.3.253
    https://doi.org/10.1515/iprg.2005.2.3.253 [Google Scholar]
  9. Hennig-Thurau, Thorsten , Kevin P. Gwinner , Gianfranco Walsh , and Dwayne D. Gremler
    2004 “Electronic Word-Of Mouth via Customer-Opinion Platforms: What Motivates Customers to Articulate Themselves on the Internet?” Journal of Interactive Marketing18.1: 38–52. 10.1002/dir.10073
    https://doi.org/10.1002/dir.10073 [Google Scholar]
  10. Hymes, Dell
    1969 “Sociolinguistics and the Ethnography of Speaking.” InSocial Anthropology and Languageed. by Edwin Ardener , 47–93. London: Tavistock Publications.
    [Google Scholar]
  11. Jakubowska, Ewa
    1999Cross-Cultural Dimensions of Politeness in the Case of Polish and English. Katowice: WUŚ.
    [Google Scholar]
  12. 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]
  13. Kiełkiewicz-Janowiak, Agnieszka
    2013 “Brytyjczycy [The British].” InJak zwracają się do siebie Europejczycy [How Europeans Address Each Other] ed. by Małgorzata Marcjanik , 187–204. Warszawa: Warszawa Unversity.
    [Google Scholar]
  14. Lillqvist, Ella , and Leena Louhiala-Salminen
    2014 “Facing Facebook: Impression Management Strategies in Company-Consumer Interactions.” Journal of Business and Technical Communication28.1: 3–30. 10.1177/1050651913502359
    https://doi.org/10.1177/1050651913502359 [Google Scholar]
  15. Lubecka, Anna
    2000Requests, Invitations, Apologies and Compliments in American English and Polish. A Cross-Cultural Communication Perspective. Kraków: Księgarnia Akademicka.
    [Google Scholar]
  16. Marcjanik, Małgorzata
    2000Polska grzeczność językowa [Polish Linguistic Politeness]. Kielce: WSP.
    [Google Scholar]
  17. 2001 “Etykieta językowa [Linguistic etiquette].” InW kręgu grzeczności. Wybór prac z zakresu polskiej etykiety językowej [In the Range of Politeness. A Selection of Papers from the Area of Polish Linguistic Etiquette] ed. by Małgorzata Marcjanik , 85–96. Kielce: WAŚ.
    [Google Scholar]
  18. Matzat, Uwe , and Chris Snijders
    2012 “Rebuilding Trust in Online Shops on Consumer Review Sites: Sellers’ Responses to User-Generated Complaints.” Journal of Computer-Mediated Communication18: 62–79. 10.1111/j.1083‑6101.2012.01594.x
    https://doi.org/10.1111/j.1083-6101.2012.01594.x [Google Scholar]
  19. Monzoni, Chiara Maria
    2008 “Introducing Direct Complaints Through Questions: the Interaction Achievement of ‘Pre-Sequences’?” Discourse Studies10.1: 73–87. 10.1177/1461445607085591
    https://doi.org/10.1177/1461445607085591 [Google Scholar]
  20. Ogiermann, Eva
    2009aOn Apologising in Negative and Positive Politeness Cultures. Amsterdam: John Benjamins. 10.1075/pbns.191
    https://doi.org/10.1075/pbns.191 [Google Scholar]
  21. 2009b “Politeness and Indirectness across Cultures: A Comparison of English, German, Polish and Russian Requests.” Journal of Politeness Research5: 189–216. 10.1515/JPLR.2009.011
    https://doi.org/10.1515/JPLR.2009.011 [Google Scholar]
  22. 2012 “About Polish Politeness.” InLinguistic Insights 132: Speech Acts and Politeness across Languages and Culture,sed. by Leyre Ruiz de Zarobe and Yolanda Ruiz de Zarobe , 27–52. Bern: Peter Lang.
    [Google Scholar]
  23. 2015 “Apology Discourse.” InThe International Encyclopedia of Language and Social Interaction, ed. by Karen Tracy , 1–6. Chichester: John Wiley & Sons. 10.1002/9781118611463.wbielsi065
    https://doi.org/10.1002/9781118611463.wbielsi065 [Google Scholar]
  24. Olshtain, Elite
    1989 “Apologies across Languages.” InCross-Cultural Pragmatics: Requests and Apologiesed. by Shoshana Blum-Kulka , Juliane House , and Gabriele Kasper , 155–173. Norwood, N.J.: Ablex.
    [Google Scholar]
  25. Olshtain, Elite , and Andrew D. Cohen
    1983 “Apology: A Speech Act Set.” InSociolinguistics and Language Acquisitioned. by Nessa Wolfson and Elliot Judd , 18–35. Rowley, Mass.: Newbury House.
    [Google Scholar]
  26. Olshtain, Elite , and Liora Weinbach
    1987 “Complaints: A Study of Speech Act Behavior among Native and Non Native Speakers of Hebrew.” InThe Pragmatic Perspective: Selected Papers from the 1985 International Pragmatics Conferenceed. by Jef Verschueren and Marcella Bertuccelli-Papi , 195–208. Amsterdam: John Benjamins. 10.1075/pbcs.5.15ols
    https://doi.org/10.1075/pbcs.5.15ols [Google Scholar]
  27. 1993 “Interlanguage Features of the Speech Act of Complaining.” InInterlanguage Pragmaticsed. by Gabriele Kasper and Shoshana Blum-Kulka , 108–137. New York: Oxford University Press.
    [Google Scholar]
  28. 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]
  29. Pałka, Patrycja
    2009Strategie dyskursywne w rozmowie handlowej [Discursive Strategies in Business Interaction]. Katowice: Śląsk.
    [Google Scholar]
  30. Sifianou, Maria
    2013 “The Impact of Globalization on Politeness and Impoliteness.” Journal of Pragmatics55: 86–102. 10.1016/j.pragma.2013.05.016
    https://doi.org/10.1016/j.pragma.2013.05.016 [Google Scholar]
  31. Sparks, Beverley A. , and Graham L. Bradley
    2014 “A “Triple A” Typology of Responding to Negative Consumer-Generated Online Reviews.” Journal of Hospitality and Tourism Research20.2: 1–27.
    [Google Scholar]
  32. Suszczyńska, Małgorzata
    1999 “Apologizing in English, Polish and Hungarian: Different Languages, Different Strategies.” Journal of Pragmatics31: 1053–1065. 10.1016/S0378‑2166(99)00047‑8
    https://doi.org/10.1016/S0378-2166(99)00047-8 [Google Scholar]
  33. Swani, Kunal , Brian Brown , and George Milne
    2014 “Should Tweets Differ for B2B and B2C? An Analysis of Fortune 500 Companies’ Twitter Communications.” Industrial Marketing Management43: 873–881. 10.1016/j.indmarman.2014.04.012
    https://doi.org/10.1016/j.indmarman.2014.04.012 [Google Scholar]
  34. Tereszkiewicz, Anna
    2015 “Zachowania grzecznościowe w interakcji handlowej na Twitterze [Politeness Behaviours in Business Interaction on Twitter].” Media-Kultura- Komunikacja Społeczna11.4: 65–80.
    [Google Scholar]
  35. 2017 “Przykro nam to słyszeć :( – reakcje firm telekomunikacyjnych na skargi i zażalenia klientów publikowane w serwisie Twitter [We’re Sorry to Hear That :(- Reactions of Telecommunication Companies to Customers’ Complaints Published on Twitter].” Poradnik Językowy3: 17–29.
    [Google Scholar]
  36. Trosborg, Anna , and Philip Shaw
    1998 “Sorry Does Not Pay My Bills: Customer Complaints in a Cross Cultural Setting.” Hermes Journal of Linguistics21: 67–94.
    [Google Scholar]
  37. Van Norel, Nienke , Piet Kommers , Joris Van Hoof , and Joost Verhoeven
    2014 “Damaged Corporate Reputation: Can Celebrity Tweets Repair It?” Computers in Human Behavior36: 308–315. 10.1016/j.chb.2014.03.056
    https://doi.org/10.1016/j.chb.2014.03.056 [Google Scholar]
  38. Vásquez, Camilla
    2014The Discourse of Online Consumer Reviews. London: Bloomsbury.
    [Google Scholar]
  39. Wierzbicka, Anna
    1985 “Different Cultures, Different Languages, Different Speech Acts. Polish vs. English.” Journal of Pragmatics9: 145–178. 10.1016/0378‑2166(85)90023‑2
    https://doi.org/10.1016/0378-2166(85)90023-2 [Google Scholar]
  40. 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]
  41. 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]
http://instance.metastore.ingenta.com/content/journals/10.1075/ps.15019.ter
Loading
/content/journals/10.1075/ps.15019.ter
Loading

Data & Media loading...

  • Article Type: Research Article
Keyword(s): apology , customer complaints , English , negative/positive politeness cultures , Polish and Twitter
This is a required field
Please enter a valid email address
Approval was successful
Invalid data
An Error Occurred
Approval was partially successful, following selected items could not be processed due to error