“Great to see ur staff are doing their job properly” : customer (dis)affiliation on corporate Facebook pages

Palomino-Manjón, Patricia

Publication:
“Great to see ur staff are doing their job properly” : customer (dis)affiliation on corporate Facebook pages

dc.contributor.author	Palomino-Manjón, Patricia
dc.date.accessioned	2019-01-21T10:19:45Z
dc.date.available	2019-01-21T10:19:45Z
dc.date.created	2018
dc.date.issued	2019-01-21
dc.description.abstract	The emergence of new technologies has changed the way people communicate. Social media have allowed businesses to connect with customers and to market their products more efficiently. However, these platforms also allow customers to share information and o pinions with the company and fellow customers, diverting from previous online service encounters which only allowed the interaction between the service provider and the customer. This new digital space of communication is in need of research. Therefore, th e main objective of this paper is to analyze how customer (dis)affiliation is discursively realized on Facebook. To do so, a corpus of comments published by customers on the Facebook page of a British grocery chain was compiled. The data were analyzed draw ing on Appraisal T heory (Martin & White, 2005). The findings show that customers used a varied range of Appraisal resources to evaluate the company and express (dis)affiliation with it and fellow customers.	es
dc.format	application/pdf	es
dc.identifier.eissn	1989-6131
dc.identifier.uri	http://hdl.handle.net/10201/66710
dc.language	eng	es
dc.relation.ispartofseries	International Journal English Studies, Vol. 18(2), 2018	es
dc.rights	info:eu-repo/semantics/openAccess	es
dc.subject	Service encounters	es
dc.subject	Social media	es
dc.subject	Facebook	es
dc.subject	(Dis)affiliation	es
dc.subject	Appraisal Theory	es
dc.subject	Evaluation	es
dc.subject.other	CDU::8- Lingüística y literatura::81 - Lingüística y lenguas	es
dc.title	“Great to see ur staff are doing their job properly” : customer (dis)affiliation on corporate Facebook pages	es
dc.type	info:eu-repo/semantics/article	es
dspace.entity.type	Publication	es