隨著社會(huì)對(duì)航空客服服務(wù)質(zhì)量要求的不斷提高,使用合乎禮貌交際的安慰策略處理客戶投訴具有重要研究意義。本文即探討了某民航公司客服在投訴回應(yīng)中安慰策略的使用。安慰有助于減輕或解決消極情緒（Burleson 1985,Burleson and Goldsmith1998）。鑒于客服處理投訴的方式會(huì)影響消費(fèi)者的滿意度、忠誠(chéng)度和公司的聲譽(yù),客服在回應(yīng)客戶因投訴產(chǎn)生的消極情緒時(shí)所采用的安慰策略值得我們關(guān)注。本研究中的“安慰策略”定義為:當(dāng)被安慰者因消極事件而產(chǎn)生消極情緒時(shí),安慰者將其消極情緒轉(zhuǎn)變?yōu)榉e極情緒所實(shí)施的策略。本研究以言語(yǔ)行為理論（Searle1979）和Leech在1983年提出的禮貌原則為理論支撐,選取航空公司客服的投訴回應(yīng)為語(yǔ)料,解決了兩個(gè)研究問(wèn)題:1)航空投訴回應(yīng)中采用了哪些安慰策略?2)航空投訴回應(yīng)中安慰策略的功能是什么?基于某民航公司投訴中心提供的38個(gè)電話錄音（大約7小時(shí)）,采取定量和定性相結(jié)合的研究方法,本研究將安慰策略分為兩大類(lèi),即以情感為中心的安慰策略和以問(wèn)題為中心的安慰策略。以情感為中心的安慰策略又可分為四小類(lèi):道歉,表達(dá)同情和支持,分享相似經(jīng)歷,肯定客戶的能力和努力;... 

【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)】：86 頁(yè)

【學(xué)位級(jí)別】：碩士

【文章目錄】：
ACKNOWLEDGEMENTS
ABSTRACT
摘要
CHAPTER ONE INTRODUCTION
    1.1 Research background
    1.2 Research topic
    1.3 Rationale
    1.4 Research questions
    1.5 Organization of the thesis
CHAPTER TWO LITERATURE REVIEW
    2.1 Previous studies on complaints and complaint responses
        2.1.1 Previous studies on complaints
        2.1.2 Previous studies on complaint responses
    2.2 Previous studies on comforting and comforting strategies
        2.2.1 Previous studies on comforting
        2.2.2 Previous studies on comforting strategies
    2.3 Summary
CHAPTER THREE THEORETICAL FRAMEWORK
    3.1 Speech Act Theory
        3.1.1 Austin’s Speech Act Theory
        3.1.2 Searle’s Speech Act Theory
    3.2 Leech’s Politeness Principles
        3.2.1 The development of Leech’s Politeness Principles
        3.2.2 Brief introduction of three maxims
    3.3 The conceptual framework
    3.4 Summary
CHAPTER FOUR RESEARCH PROCEDURES
    4.1 Methodology and data collection
    4.2 Specific procedures
    4.3 Summary
CHAPTER FIVE FINDINGS
    5.1 Felicity conditions of performing comforting strategies
    5.2 Comforting strategies in airline complaint responses
        5.2.1 Emotion-centered comforting strategies
        5.2.2 Problem-centered comforting strategies
        5.2.3 Frequency of comforting strategy
    5.3 Functions of comforting strategies in airline complaint responses
        5.3.1 Providing advice
        5.3.2 Expressing sympathy
        5.3.3 Showing agreement
    5.4 Summary
CHAPTER SIX CONCLUSION
    6.1 Summary
    6.2 Significance
    6.3 Limitations and suggestions
REFERENCES
APPENDIX


【參考文獻(xiàn)】：
期刊論文
[1]安慰言語(yǔ)行為及其策略分析[J]. 曾鳳英,竇秋萍.  齊魯師范學(xué)院學(xué)報(bào). 2012(03)
[2]安慰言語(yǔ)行為的語(yǔ)用分析[J]. 李佑豐.  邵陽(yáng)學(xué)院學(xué)報(bào)(社會(huì)科學(xué)版). 2008(06)
[3]Politeness: Is There an East-West Divide?[J]. Geoffrey Leech.  外國(guó)語(yǔ)(上海外國(guó)語(yǔ)大學(xué)學(xué)報(bào)). 2005(06)
[4]語(yǔ)用策略與言語(yǔ)行為[J]. 劉森林.  外語(yǔ)教學(xué). 2003(03)



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