Abstract The study investigates the strategies used by English and Polish companies in the process of handling customer complaints on Twitter. Since English and Polish are recognized as representatives of negative and positive politeness cultures, respectively, the analysis was to examine if there are differences in politeness conventions in customer-provider interaction on Twitter. The study found that although similar strategies are used by English and Polish companies in responding to complaints, the frequency of the respective strategies is different. The results of the analysis confirm differences in the use of positive and negative politeness strategies as well as differences in the level of directness in interaction between English and Polish profiles.

中文翻译：

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在 Twitter 上回应客户对英语和波兰语公司简介的投诉

摘要 本研究调查了英国和波兰公司在处理 Twitter 客户投诉过程中使用的策略。由于英语和波兰语分别被认为是消极和积极礼貌文化的代表，因此分析旨在检查 Twitter 上客户与供应商互动中的礼貌惯例是否存在差异。研究发现，虽然英国和波兰公司在回应投诉时使用了类似的策略，但各自策略的频率不同。分析结果证实了使用积极和消极礼貌策略的差异，以及英语和波兰语档案之间互动的直接程度的差异。