近年來(lái),隨著新媒體的快速發(fā)展,消費(fèi)者對(duì)企業(yè)的監(jiān)督增強(qiáng),企業(yè)負(fù)面事件的曝光可能性也隨之增加。企業(yè)若能采取有效的應(yīng)對(duì)措施處理負(fù)面事件,就有可能重塑品牌形象,減少損失,從而轉(zhuǎn)“危”為“機(jī)”。作為使用最多且非常重要的有效應(yīng)對(duì)措施之一,企業(yè)公開道歉受到了學(xué)術(shù)界的廣泛關(guān)注。然而,很少有研究以跨學(xué)科的和基于語(yǔ)料庫(kù)的研究方法來(lái)分析英文企業(yè)公開道歉,尤其在語(yǔ)言特征方面。因此,本研究試圖從語(yǔ)言特征、語(yǔ)用策略和語(yǔ)用功能三個(gè)維度出發(fā)對(duì)100篇外國(guó)企業(yè)英文公開道歉進(jìn)行跨學(xué)科研究,以探索危企如何通過(guò)公開道歉來(lái)修復(fù)企業(yè)形象。本研究使用Antconc 3.5.7生成高頻詞和關(guān)鍵詞從而得到英文公開道歉的語(yǔ)言特征。其中,最顯著的詞匯特征如下:（1）大量使用第一人稱和第二人稱代詞和物主代詞;（2）頻繁的直接道歉表達(dá)以及（3）高頻使用商務(wù)術(shù)語(yǔ)。在句法層面,通過(guò)對(duì)部分關(guān)鍵詞進(jìn)行檢索發(fā)現(xiàn)英文公開道歉聲明呈現(xiàn)出大量顯著的語(yǔ)言模式和固定時(shí)態(tài)特征:（1）“customers”通常與動(dòng)詞搭配,常見結(jié)構(gòu)為“Verb（某物）+（to）customers”,而且該詞前常用“our”或“valued/esteemed/respected”修飾;... 

【文章來(lái)源】：廣東外語(yǔ)外貿(mào)大學(xué)廣東省

【文章頁(yè)數(shù)】：85 頁(yè)

【學(xué)位級(jí)別】：碩士

【文章目錄】：
ACKNOWLEDGEMENTS
ABSTRACT
摘要
LIST OF ABBREVIATIONS
CHAPTER ONE GENERAL INTRODUCTION
    1.1 Research background
    1.2 Research rationale
        1.2.1 Motivation for the present research
        1.2.2 Significance of the present research
    1.3 Research objective
    1.4 Organization of the thesis
CHAPTER TWO LITERATURE REVIEW
    2.1 Previous research on corporate image restoration
        2.1.1 Studies on corporate image and corporate image crisis
        2.1.2 Studies on corporate image restoration
    2.2 Previous research on corporate public apology
        2.2.1 Definitions of corporate public apology
        2.2.2 Studies on corporate public apology
    2.3 Corporate public apology and corporate image restoration
    2.4 Summary
CHAPTER THREE THEORETICAL FRAMEWORK AND RESEARCH METHODOLOGY
    3.1 Theoretical framework
        3.1.1 Image restoration discourse theory
        3.1.2 Situational crisis communication theory
        3.1.3 Theoretical framework
    3.2 Research methodology
        3.2.1 Data collection
        3.2.2 Data processing
    3.3 Analytical framework
CHAPTER FOUR LINGUISTIC FEATURES OF ENGLISH CORPORATE APOLOGIES
    4.1 Word frequency analysis
    4.2 Keyword analysis
    4.3 Concordance analysis of keywords and high-frequency words
    4.4 Summary
CHAPTER FIVE PRAGMATIC STRATEGIES FOR IMAGE RESTORATION VIA CORPORATEAPOLOGIES
    5.1 Strategy of expressing apology
        5.1.1 IFIDs
        5.1.2 Self-referring terms and other-referring terms
    5.2 Strategy of intensifying affection
        5.2.1 Intensifiers
        5.2.2 Expletives
    5.3 Strategy of mitigating responsibility
        5.3.1 Vague references
        5.3.2 Downtoners
        5.3.3 If-clause
        5.3.4 Formulaic expressions for the offence was out of good intention
        5.3.5 Formulaic expressions for the offence occurred by accident
    5.4 Rebuilding strategy
        5.4.1 Formulaic expressions for compensation
        5.4.2 Formulaic expressions for correcting actions and making promises
    5.5 Bolstering strategy
        5.5.1 Formulaic expressions for mention of previous excellent performance
        5.5.2 Formulaic expressions for emphasis on the corporate philosophy
    5.6 Summary
    5.7 Discussion
CHAPTER SIX CORPORATE IMAGE RESTORATION VIA PRAGMATIC STRATEGIES
    6.1 To express mortification
    6.2 To reduce offensiveness of act
    6.3 To minimize or evade the responsibility
    6.4 Summary
CHAPTER SEVEN CONCLUSION
    7.1 Major findings
    7.2 Implications
    7.3 Limitations and suggestions for future studies
REFERENCES
APPENDIX


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