Rejecting consumer complaints in customer encounters on Twitter : the case of English and Polish brand communication

2021
journal article
article
dc.abstract.enThe 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.pl
dc.affiliationWydział Filologiczny : Instytut Filologii Angielskiejpl
dc.contributor.authorTereszkiewicz, Anna - 142858 pl
dc.date.accession2021-12-15pl
dc.date.accessioned2021-12-17T00:05:29Z
dc.date.available2021-12-17T00:05:29Z
dc.date.issued2021pl
dc.description.additionalBibliogr. s. 227-231pl
dc.description.number2pl
dc.description.physical189-231pl
dc.description.publication2,4pl
dc.description.volume17pl
dc.identifier.doi10.1515/pr-2017-0044pl
dc.identifier.eissn1613-4877pl
dc.identifier.issn1612-5681pl
dc.identifier.urihttps://ruj.uj.edu.pl/xmlui/handle/item/285701
dc.identifier.weblinkhttps://www.degruyter.com/document/doi/10.1515/pr-2017-0044/htmlpl
dc.languageengpl
dc.language.containerengpl
dc.participationTereszkiewicz, Anna: 100%;pl
dc.pbn.affiliationDziedzina nauk humanistycznych : językoznawstwopl
dc.rightsDodaję tylko opis bibliograficzny*
dc.rights.licencebez licencji
dc.rights.uri*
dc.subject.enTwitterpl
dc.subject.encustomer encounterspl
dc.subject.encomplaintspl
dc.subject.endenialpl
dc.subject.enevasive actspl
dc.subtypeArticlepl
dc.titleRejecting consumer complaints in customer encounters on Twitter : the case of English and Polish brand communicationpl
dc.title.journalJournal of Politeness Researchpl
dc.typeJournalArticlepl
dspace.entity.typePublication
dc.abstract.enpl
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.
dc.affiliationpl
Wydział Filologiczny : Instytut Filologii Angielskiej
dc.contributor.authorpl
Tereszkiewicz, Anna - 142858
dc.date.accessionpl
2021-12-15
dc.date.accessioned
2021-12-17T00:05:29Z
dc.date.available
2021-12-17T00:05:29Z
dc.date.issuedpl
2021
dc.description.additionalpl
Bibliogr. s. 227-231
dc.description.numberpl
2
dc.description.physicalpl
189-231
dc.description.publicationpl
2,4
dc.description.volumepl
17
dc.identifier.doipl
10.1515/pr-2017-0044
dc.identifier.eissnpl
1613-4877
dc.identifier.issnpl
1612-5681
dc.identifier.uri
https://ruj.uj.edu.pl/xmlui/handle/item/285701
dc.identifier.weblinkpl
https://www.degruyter.com/document/doi/10.1515/pr-2017-0044/html
dc.languagepl
eng
dc.language.containerpl
eng
dc.participationpl
Tereszkiewicz, Anna: 100%;
dc.pbn.affiliationpl
Dziedzina nauk humanistycznych : językoznawstwo
dc.rights*
Dodaję tylko opis bibliograficzny
dc.rights.licence
bez licencji
dc.rights.uri*
dc.subject.enpl
Twitter
dc.subject.enpl
customer encounters
dc.subject.enpl
complaints
dc.subject.enpl
denial
dc.subject.enpl
evasive acts
dc.subtypepl
Article
dc.titlepl
Rejecting consumer complaints in customer encounters on Twitter : the case of English and Polish brand communication
dc.title.journalpl
Journal of Politeness Research
dc.typepl
JournalArticle
dspace.entity.type
Publication
Affiliations

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