In A Multidisciplinary Approach to Service Encounters, Maria de la O Hernandez-Lopez and Lucia Fernandez-Amaya have joined marketing researchers and linguists to provide the tools to understand consumers' communication in different professional settings. Service encounters have been widely studied due to the fact that the communicative exchange between the customer and the server is essential for the success of the service encounter itself. In this volume, the role of language, linguistics and communication is examined in an area of research that has traditionally been related to business and marketing. This is achieved through the presentation of works from a variety of perspectives that may help to advance in this particular context and also contribute to improving communication in service encounters.

Digital discourse has become a widespread way of communicating worldwide, WhatsApp being one of the most popular Instant Messaging tools. This book offers a critical state-of-the-art review of WhatsApp linguistic studies. After evaluating a wide range of sources, seeking to identify relevant works, two major thematic domains were found. On the one hand, references addressing WhatsApp linguistic characteristics: status notifications, multimodal elements such as emojis or memes, language variation, among others. On the other, the volume offers an overview of references describing the use of WhatsApp to learn English as a foreign or second language (EFL/ESL). The author provides a broad critical review of previous works to date, which has enabled her to detect areas of research still unexplored.