本文關(guān)鍵詞：網(wǎng)絡商務環(huán)境下抱怨回應的語用研究

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【摘要】：本論文主要從語用學的角度研究網(wǎng)絡商務交際環(huán)境下商家對顧客抱怨的回應。以往已有大量對抱怨的研究，然而多數(shù)學者似乎都忽略了對抱怨回應的研究。另外，過去對抱怨及抱怨回應的研究多數(shù)是基于語篇補全測試或面對面環(huán)境下所搜集的語料，網(wǎng)絡環(huán)境下的語料鮮少有人研究。因此，本文試圖探究網(wǎng)絡商務交際環(huán)境下抱怨的回應。 基于網(wǎng)絡交易平臺“淘寶”中的語料和Verschueren （2000）的語言順應論，本研究采取以定性分析方法為主的方式，試圖回答以下三個研究問題：（1）商家在回應顧客抱怨時采用哪些語言手段？（2）商家對顧客抱怨的回應順應了哪些語境因素？（3）商家為什么采用這些語言手段來回應顧客抱怨？ 根據(jù)言外之力，我們將商家對顧客抱怨的回應分為五大類：找借口、辯解、反駁、道歉、自我推銷。商家對顧客抱怨的回應主要順應了兩大語境因素，一是網(wǎng)絡交際環(huán)境的公開性特征，二是受抱怨內(nèi)容的制約。最后，我們對商家采用不同語言手段來回應抱怨的動機進行了探討。分析表明，在網(wǎng)絡商務交際環(huán)境下，，商家采用不同語言手段回應抱怨來實現(xiàn)以下目的：歸咎責任、修復受損形象、建立理想形象以及降低負面評價的可信度。 通過全面闡述網(wǎng)絡商務環(huán)境下的抱怨回應，本研究意在給淘寶顧客和商家提供一些啟示。同時，通過研究網(wǎng)絡中的交際，本研究為非面對面的人際交際研究提供了新的理據(jù)。
【關(guān)鍵詞】：抱怨 抱怨回應 網(wǎng)絡商務交際環(huán)境 順應性
【學位授予單位】：廣東外語外貿(mào)大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：H136
【目錄】：

• ACKNOWLEDGEMENTS5-6
• ABSTRACT6-8
• 摘要8-9
• CONTENTS9-11
• LIST OF ABBREVIATIONS11
• LIST OF TABLES11
• LIST OF FIGURES11-12
• CHAPTER ONE INTRODUCTION12-18
• 1.1 Introduction12
• 1.2 The object of the study12-13
• 1.3 The rationale of the study13
• 1.4 The objective of the study13-14
• 1.5 The methodology of the study14-15
• 1.6 The organization of the study15-18
• CHAPTER TWO LITERATURE REVIEW18-26
• 2.1 Definitions of complaint18-19
• 2.2 Studies on complaint19-22
• 2.2.1 Studies from a contrastive approach19-21
• 2.2.2 Studies from a non-contrastive approach21-22
• 2.3 Studies on complaint response22-23
• 2.4 Remaining issues in the above studies23-26
• CHAPTER THREE THEORETICAL FRAMEWORK26-34
• 3.1 Introduction26
• 3.2 Abrief introduction to Verschueren s Adaptation Theory26-31
• 3.2.1 Pragmatics as a functional perspective26
• 3.2.2 Language use as continuous making of choices26-27
• 3.2.3 Variability, negotiability and adaptability27-28
• 3.2.4 Four angles of investigation28-31
• 3.3 Complaint responses as a realization of Adaptation Theory31-34
• 3.3.1 Complaint responses as a realization of choice-making31-32
• 3.3.2 Complaint responses as adaptation to contextual correlates32
• 3.3.3 Complaint responses as adaptation to communicative goals32-34
• CHAPTER FOUR LINGUISTIC REALIZATIONS OF COMPLAINT RESPONSES34-44
• 4.1 Introduction34
• 4.2 Excuse34-36
• 4.2.1 Appealing to accidents34-35
• 4.2.2 Denial of agency35-36
• 4.3 Justification36-37
• 4.4 Refutation37-41
• 4.4.1 Content-focused refutation38-39
• 4.4.2 Customer-focused refutation39-41
• 4.5 Apology41
• 4.6 Self-promotion41-42
• 4.7 Summary42-44
• CHAPTER FIVE CONTEXTUAL CORRELATES INFLUENCING THE CHOICE OF COMPLAINT RESPONSES44-50
• 5.1 Introduction44
• 5.2 Complaint responses as adaptation to the feature of context44-46
• 5.3 Complaint responses as adaptation to the content of complaints46-47
• 5.4 Summary47-50
• CHAPTER SIX PRAGMATIC FUNCTIONS OF COMPLAINT RESPONSES50-56
• 6.1 Introduction50
• 6.2 Attributing responsibility50-52
• 6.3 Repairing damaged images52-53
• 6.4 Establishing desired images53-54
• 6.5 Decreasing the credibility of negative reviews54
• 6.6 Summary54-56
• CHAPTER SEVEN CONCLUSION56-60
• 7.1 Introduction56
• 7.2 Major findings of the study56-57
• 7.3 Implications57-58
• 7.4 Limitations58
• 7.5 Suggestions for future research58-60
• REFERENCES60-62

【參考文獻】

中國期刊全文數(shù)據(jù)庫 前1條

1 袁周敏;朱躍;;中美大學生抱怨策略對比研究[J];西安外國語大學學報;2007年04期

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