Purpose Understanding customers is critical for service researchers and practitioners.
Today, customers are increasingly active online, and valuable information about their …

Stories are shared by millions of people online every day. They post and re-post interactions
as they re-tell and respond to large-scale mediated events. These stories are important as …

This book offers a unique model for understanding the cognitive underpinnings, interactions
and discursive effects of our evolving use of smartphones in everyday app-mediated …

Susan Herring, the originator of the computer-mediated discourse analysis (CMDA)
paradigm, describes efforts to extend CMDA over time in order to address changes in …

The Discourse of YouTube explores the cutting edge of contemporary multimodal discourse
through an in-depth analysis of structures, processes and content in YouTube discourse …

This paper aims to provide a better understanding of online public shaming (OPS). OPS has
been the subject of interdisciplinary, insightful research. With few exceptions, this research …

Purpose The purpose of this study sets out to examine (1) how have conflicts been
conceptualized and operationalized within the context of online consumption …

With over a billion users, YouTube constitutes almost a third of the online population, and is
one of the most used video-sharing sites in the world, becoming a major part of popular …

Internet communication has evolved a lot since it first became popular in the early nineties of
the last century. Pragmatics has also evolved and has tried to come to terms with the non …

In introducing the new concept of context design, this book draws on data collected as part
of a research project titled Creating Facebook. This introductory chapter outlines the aims …