|Tipo di tesi||Tesi di laurea magistrale|
|Titolo||Corrispondenza aziendale via email: strategie di reclami prodotti in inglese|
|Titolo in inglese||Business email correspondence: claim strategies among BELF users|
|Struttura||Dipartimento di Studi Linguistici e Culturali|
|Corso di studi||LANGUAGES FOR COMMUNICATION IN INTERNATIONAL ENTERPRISES AND ORGANIZATIONS - LINGUE PER LA COMUNICAZIONE NELL'IMPRESA E NELLE ORGANIZZAZIONI INTERNAZIONALI|
|Data inizio appello||2020-04-21|
|Disponibilità||Accessibile via web (tutti i file della tesi sono accessibili)|
Le email rappresentano una delle forme di corrispondenza aziendale più utilizzate dalle imprese sia per la comunicazione interna che per quella esterna. Il processo di internazionalizzazione delle aziende, scaturito a seguito della globalizzazione, è il motivo per cui la lingua inglese è diventata il mezzo di comunicazione per gli scambi d’affari internazionali tra persone che non condividono la stessa lingua madre. L’utilizzo della lingua inglese in contesti aziendali viene definito Business English as a Lingua Franca (BELF). Negli anni la comunicazione aziendale via email si è sviluppata enormemente e ha suscitato particolare interesse.
Emails are one of the most common forms of business correspondence used by companies for both external and internal communication. Companies’ internationalization process, originated from globalization, is the reason why the English language has become the preferred medium for international business transactions among people who do not share the same first language. This use of English is known as Business English as a Lingua Franca (BELF). Business email communication has developed enormously over the years and has attracted considerable interest. The purpose of the present thesis is to analyse emails of claim sent by customers to two Italian enterprises: a tile manufacturing company and a company that produces components for industrial machinery. Claims distinguish themselves from other email exchanges as they are more difficult to manage and particularly threatening, especially to the recipient’s face. As a matter of fact, in these particular situations, companies pursue divergent goals more than ever. This study attempts to identify the most widespread strategies in claims produced by BELF users. Furthermore, it is assumed that English could be influenced by writers’ first language. In order to carry out the study, a corpus of 60 emails was collected and examined adopting a pragmatic and corpus methodology. In particular, pragmatics focuses mainly on speech act theory: more specifically, three speech acts contained in emails of claim were examined: complaints, requests and apologies. Although this is a limited study, the overall results indicate that writers value clarity, directness and conciseness. In fact, the dataset revealed that abbreviations, direct strategies and explicit statements were extremely used. In addition to this, emails tend to favour informality and might contain mistakes, which nevertheless do not hinder communication. At the same time findings also show that companies are interested in maintaining business relationships. However, a more detailed examination revealed that personal pronouns are always used to express a personal perspective, either the company’s or the customers’ one. On a final note, the linguistic influence hypothesis could not be validated by the current research.