本論文探討了在商務語境下接線員與投訴顧客之間的人際敏感互動。在人際關(guān)系管理理論框架內(nèi),具體考察了如下三個問題:1)接線員在具有人際敏感性的電話互動中采用了哪些投訴回應策略?2)決定接線員投訴回應策略的因素有哪些?3)以及接線員所采用的這些策略的實際效果如何?本研究的語料收集于一家中國航空公司的客戶關(guān)懷中心,共計42通投訴處理電話,時長達7.5小時。通過采用定性研究和會話分析的方法,本研究著重對其中17處人際敏感互動中的投訴回應策略進行了詳細分析。研究發(fā)現(xiàn),當顧客的不禮貌或不恰當?shù)难哉Z使得雙方的人際關(guān)系變得敏感時,接線員會采用6種不同的投訴回應策略。常規(guī)的4種策略包括道歉、補償、解釋和表示關(guān)懷。此外接線員還會采用2類非常規(guī)的策略,包括虛假贊成和話題轉(zhuǎn)移策略,具體表現(xiàn)為忽視顧客的不禮貌或不當言語,轉(zhuǎn)而將話題轉(zhuǎn)移到下一步行動或向顧客提供另一種解決方案。此外,本研究發(fā)現(xiàn)接線員在人際敏感互動中采用的投訴回應策略受如下幾個因素影響:接線員的人際管理傾向、受工作指標影響下對時間成本的考慮、接線員所扮演的社會服務者角色、以及社會語用原則。分析表明接線員所采用的這些投訴回應策略在某些情況下有效。它們能夠... 

【文章來源】：廣東外語外貿(mào)大學廣東省

【文章頁數(shù)】：94 頁

【學位級別】：碩士

【文章目錄】：
ACKNOWLEDGEMWENTS
ABSTRACT
摘要
CHAPTER ONE INTRODUCTION
    1.1 Research topic
    1.2 Definition of interpersonally sensitive interaction
    1.3 Rationale
    1.4 Research questions
    1.5 Organization of the thesis
CHAPTER TWO LITERATURE REVIEW
    2.1 Previous studies of complaint response strategies
    2.2 Classification of complaint response strategies
    2.3 Summary
CHAPTER THREE THREORETICAL FRAMEWORK
    3.1 Rapport Management Theory
        3.1.1 Factors influencing strategy use in managing rapport
        3.1.2 Rapport management theory and interpersonally sensitive interactions
    3.2 Conversational analysis and interpersonally sensitive calls
    3.3 Analytical framework
CHAPTER FOUR DATA AND METHOD
    4.1 Data collection and analysis
        4.1.1 Identification of interpersonally sensitive interactions
        4.1.2 Identification and classification of complaint response strategies
        4.1.3 Criteria for judging the effects of complaint response strategies
    4.2 Research Methods
    4.3 Cross Validation
CHAPTER FIVE ANALYSIS AND DISCUSSION
    5.1 Types of complaint response strategies
        5.1.1 Conventional complaint response strategies
        5.1.2 Unconventional complaint response strategies
        5.1.3 Summary of complaint response strategies
    5.2 Factors influencing agents’use of response strategies
        5.2.1 Rapport enhancement/maintenance/neglect orientations
        5.2.2 Contextual variables
        5.2.3 Socio-pragmatic principles-equity and association
        5.2.4 Summary of factors influencing strategy use
    5.3 Effects of complaint response strategies
        5.3.1 Complaint response strategies producing positive outcomes
        5.3.2 Complaint response strategies producing negatives outcomes
CHAPTER SIX CONCLUSIONS
    6.1 Major findings
    6.2 Limitations
    6.3 Suggestions for further study
REFERENCES
APPENDIXES
    Appendix A
    Appendix B
    Appendix C
    Appendix D


【參考文獻】：
期刊論文
[1]Politeness: Is There an East-West Divide?[J]. Geoffrey Leech.  外國語(上海外國語大學學報). 2005(06)



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