دانلود مقاله ISI انگلیسی شماره 40325
عنوان فارسی مقاله

گفتن "با عرض پوزش: عذر خواهی شرکت های بزرگ در توییتر

کد مقاله سال انتشار مقاله انگلیسی ترجمه فارسی تعداد کلمات
40325 2014 16 صفحه PDF سفارش دهید محاسبه نشده
خرید مقاله
پس از پرداخت، فوراً می توانید مقاله را دانلود فرمایید.
عنوان انگلیسی
Saying ‘sorry’: Corporate apologies posted on Twitter
منبع

Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)

Journal : Journal of Pragmatics, Volume 62, February 2014, Pages 30–45

کلمات کلیدی
عذر خواهی - توییتر - شرکت - خدمات مشتریان - ادب - تعمیر تصویر
پیش نمایش مقاله
پیش نمایش مقاله گفتن "با عرض پوزش: عذر خواهی شرکت های بزرگ در توییتر

چکیده انگلیسی

Twitter offers companies an influential environment in which to enhance their reputation and build rapport with existing and potential clients. One important aspect of the emerging customer care discourse is the apologies made by companies via Twitter in response to customer complaints. The analysis focuses on 1183 apologies, and considers their distinctive components (the Illocutionary Force Indicating Device, Explanations, Offers of Repair (Blum-Kulka et al., 1989)) and their rapport building potential (as indicated through opening and closing moves, such as greetings, nominations, discourse markers and emoticons) as a form of image repair (Benoit, 1995) shaped by the media affordances of Twitter (Hutchby, 2001). Corporate apologies are distinctive for their relatively infrequent use of Explanations (as a form of mitigation) and their comparatively greater use of Offers of Repair (as a type of corrective action), which are typically combined with follow up moves such as imperatives and questions. They are also distinctive in their repeated, somewhat formulaic use of greetings and signatures which did not appear in the apologies posted by ordinary Twitter members.

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