Complaint management on Twitter – evolution of interactional patterns on Polish corporate profiles

Pragmatics ◽  
2020 ◽  
Vol 30 (3) ◽  
pp. 405-430
Author(s):  
Anna Tereszkiewicz
Keyword(s):  
Complaint Management ◽  
Address Terms ◽  
Interactional Patterns

Abstract The study concerns complaint management on Polish brand profiles on Twitter. The aim was to investigate selected language properties of corporate tweets and trace potential changes in the interactional patterns on the profiles occurring between 2015 and 2017. The study focuses on the structure and frequency of the respective strategies, as well as formality, the use of non-standard structures and emoticons. The study indicates the following directions of change: an increase in the use of address terms and explanations, a greater degree of language formality and indirectness, among others. The changes point to increased formulaicity and conventionalisation of expression, as well as an increased use of fixed patterns and templates. The changes constitute evidence of standardisation of the means of expression in customer encounters and a transfer of the conventions typical of other channels of interaction with consumers to the online context.

Web-GIS based Framework for Solid Waste Complaint Management for Sustainable and Smart City

2016 ◽  
Vol 5 (1) ◽  
pp. 1930-1936 ◽  
Author(s):  
Yadvendra P. P. Singh ◽  
◽  
Singh A.K. ◽  
Singh R.P. ◽  
◽  
...  
Keyword(s):  
Solid Waste ◽  
Smart City ◽  
Web Gis ◽  
Complaint Management

scholarly journals Data-oriented Technical Complaint Management for Sustainable Problem Solution

Procedia CIRP ◽  
2015 ◽  
Vol 29 ◽  
pp. 591-596 ◽  
Author(s):  
Alexander Linder ◽  
Robert Schmitt
Keyword(s):  
Problem Solution ◽  
Complaint Management

Complaint management model of manufacturing products using text mining and potential failure identification

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ririn Diar Astanti ◽  
Ivana Carissa Sutanto ◽  
The Jin Ai
Keyword(s):  
Quality Management ◽  
Text Mining ◽  
Failure Mode ◽  
Management System ◽  
Main Part ◽  
Mining Method ◽  
Content Type ◽  
Complaint Management ◽  
Potential Failure ◽  
Failure Identification

PurposeThis paper aims to propose a framework on complaint management system for quality management by applying the text mining method and potential failure identification that can support organization learning (OL). Customer complaints in the form of email text is the input of the framework, while the most frequent complaints are visualized using a Pareto diagram. The company can learn from this Pareto diagram and take action to improve their process.Design/methodology/approachThe first main part of the framework is creating a defect database from potential failure identification, which is the initial part of the failure mode and effect analysis technique. The second main part is the text mining of customer email complaints. The last part of the framework is matching the result of text mining with the defect database and presenting in the form of a Pareto diagram. After the framework is proposed, a case study is conducted to illustrate the applicability of the proposed method.FindingsBy using the defect database, the framework can interpret the customer email complaints into the list of most defect complained by customer using a Pareto diagram. The results of the Pareto diagram, based on the results of text mining of consumer complaints via email, can be used by a company to learn from complaint and to analyze the potential failure mode. This analysis helps company to take anticipatory action for avoiding potential failure mode happening in the future.Originality/valueThe framework on complaint management system for quality management by applying the text mining method and potential failure identification is proposed for the first time in this paper.

Complaint Management in Retailing

2011 ◽  
pp. 207-230 ◽  
Author(s):  
Bernd Stauss ◽  
Wolfgang Seidel
Keyword(s):  
Complaint Management

scholarly journals Significant Moments in Improvisational Music Therapy

2021 ◽  
Vol 21 (3) ◽  
Author(s):  
Katelyn Beebe
Keyword(s):  
Music Therapy ◽  
Emotional Expression ◽  
Emotional Processing ◽  
Therapeutic Process ◽  
Body Movement ◽  
Clinical Work ◽  
Case Examples ◽  
The Moment ◽  
Interactional Patterns ◽  
Musical Elements

Four composite case examples are presented and discussed as they relate to emotional expression, significant moments in the therapeutic process, and communication using a variety of modalities in music therapy with adults diagnosed with intellectual and developmental disabilities. Building on therapeutic awareness through discussing musical elements, body movement and posture, countertransference, and interactional patterns, the implications of deep emotional connection and processing are approached using primarily nonverbal methods. Composite vignettes from the author’s clinical work demonstrate awareness of these factors in the moment as they impacted the session, therapeutic relationship, and other professionals’ understanding of music therapy in this population. Implications for emotional processing in clinical practice are presented as they relate to the concepts presented in this paper.

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