Motivated by increased calls for research on language use in service encounters, this study
examines how customer care agents working in the retail banking sector linguistically …

This article explores customer service interactions between the Irish airline Ryanair and its
passengers on the social networking platform Twitter. Using a corpus linguistic …

The amount of outrage language, hate speech and strong language in digital
communication is steadily growing, but academic studies on how to deal linguistically with …

The recent pandemic saw the operations of many businesses shifting to virtual mode. Tasks
like psychometric analysis of individuals, for various applications, are conducted online. In …

In the current era of digitalization, customers are routinely invited to express their (dis)
satisfaction with a product or a service and to provide recommendations for other …

Recent tourism research has shown a move towards the perspective on 'value-in-use'or
'value-in-context'that customers can co-create value through interactions with tourism …

Trains and, later, planes have exerted a peculiar fascination on travellers for almost two
hundred years. As Marchant (2004: 3) notes, in the UK '[t] he railway has been a national …

This paper provides a diachronic and bibliometric overview of register studies in the past
decade. A total of 545 articles were selected from the field of linguistics of the database of …

The current study contributes to the demand for more multilingual analyses of online
reviews, comparing English and German-language hotel reviews on Booking. com …

This study argues that the degree of linguistic abstraction in negative reviews can lead to
varying levels of persuasiveness and that tailoring response strategies and voice according …