Intro -- Half Title -- Title Page -- Copyright Page -- Dedication -- Contents -- Illustrations -- Figures -- Tables -- Acknowledgements -- Chapter 1: Business discourse and customer service -- 1.1 Introduction -- 1.2 Communication and business -- 1.2.1 Business discourse and business communication -- 1.2.2 Corporate communication -- 1.2.3 Workplace discourse -- 1.3 Communication types, modes and media -- 1.4 Customer service -- 1.4.1 Service encounters and service relationships -- 1.4.2 Service recovery -- 1.4.3 Linguistic approaches -- 1.5 Structure of this book -- Chapter 2: Digital discourse and customer communication -- 2.1 Digital business discourse -- 2.2 Word of mouth -- 2.3 Webcare -- 2.4 Digital media and business discourse -- Chapter 3: Twitter, corpora and ethics -- 3.1 Twitter -- 3.1.1 Twitter and its affordances -- 3.1.2 Previous research on Twitter -- 3.1.3 Twitter and the transport industry -- 3.2 Data and methodology -- 3.2.1 Corpus linguistics and business -- 3.2.2 Other methodological approaches -- 3.2.3 Corpus linguistic analysis types -- 3.2.4 The TTC and ATC corpora -- 3.3 Ethics -- 3.4 Conclusion -- Chapter 4: The language of customer service tweets -- 4.1 Introduction -- 4.2 Most frequent words in the TTC and ATC -- 4.3 Keywords in the TTC and ATC Company Subcorpora -- 4.4 Keywords in the TTC and ATC Customer Subcorpora -- 4.5 Clusters in the TTC and ATC -- 4.6 Conclusion -- Chapter 5: Customer service exchanges and their perception -- 5.1 Introduction -- 5.2 Conversations evolving on Twitter -- 5.3 Customers' perception of corporate responses on Twitter -- 5.4 Conclusion -- Chapter 6: Hashtags in customer service discourse -- 6.1 Hashtags -- 6.2 Hashtags in the TTC and ATC -- 6.2.1 Place hashtags -- 6.2.2 Company hashtags -- 6.2.3 Travel hashtags -- 6.2.4 Commercial hashtags -- 6.2.5 Complaint hashtags -- 6.3 Conclusion.

Chapter 7: Crisis communication on Twitter -- 7.1 Crisis communication and legitimation -- 7.2 Southern Rail's industrial action -- 7.3 British Airways' IT systems outage -- 7.4 Conclusion -- Chapter 8: Implications and applications -- 8.1 Introduction -- 8.2 Exploring customer tweets -- 8.3 Responses to customer tweets -- 8.4 Complaint hashtags -- 8.5 Tweeting corporate crises -- 8.6 Conclusion -- Chapter 9: Conclusion -- 9.1 Looking back -- 9.1.1 The linguistic blueprint of customer service tweets -- 9.1.2 Structural aspects of customer service tweets -- 9.1.3 Hashtags and the pragmatic potential of customer service tweets -- 9.1.4 Crises and customer service tweets -- 9.2 Looking ahead -- Notes -- Chapter 1 -- Chapter 2 -- Chapter 3 -- Chapter 4 -- Chapter 5 -- Chapter 6 -- Chapter 7 -- References -- Index.