Detalle Publicación


The corporate apology via Twitter from Iberia and Banco Santander

Título de la revista: ESTUDIOS DE LINGUISTICA
ISSN: 0212-7636
Volumen: 2017
Número: 31
Páginas: 151 - 170
Fecha de publicación: 2017
In recent years companies have created new customer channels making use of the various social networks, including Twitter. The aim of this paper is to analyze how companies express their apology via Twitter. This paper offers a linguistic-discursive analysis of corporate apologies, supported by corpus linguistics (Page, 2014) and a further pragmatic analysis of the apology (Harris et alii, 2006). The analysis is applied to a body made up of 1567 tweets published during the first half of July 2017 by Iberia and Banco Santander; two companies listed on the Ibex 35 which stand out for their attention to customers offered through this channel. The two companies utilize a common structure of tweets, as well as direct or indirect recognition of the offense; however, Banco Santander has a more bureaucratic and distant style than Iberia, whereby omitting the explanations.