敦煌和蘭州服務(wù)人員回應(yīng)詢(xún)問(wèn)話(huà)語(yǔ)的對(duì)比研究
發(fā)布時(shí)間：2018-08-05 09:38
【摘要】：敦煌市位于甘肅省,曾經(jīng)是絲綢之路重鎮(zhèn),以其獨(dú)特的自然景觀和文化遺跡聞名于世,比如,敦煌莫高窟和月牙泉。此前國(guó)內(nèi)外大量關(guān)于敦煌的研究注重從文學(xué)或者歷史的角度研究敦煌文化遺跡或者歷史典籍。近年來(lái),隨著中國(guó)“一帶一路”的提出,敦煌又一次以其重要的地理位置,悠久的歷史文化以及發(fā)達(dá)的旅游業(yè)吸引了眾多的關(guān)注。但是,很少有研究從語(yǔ)言學(xué)或者語(yǔ)用學(xué)角度研究敦煌服務(wù)行業(yè)或者旅游業(yè)。本研究將從語(yǔ)用學(xué)角度研究敦煌的服務(wù)行業(yè)的語(yǔ)言使用情況,并和蘭州作以對(duì)比研究。由于言語(yǔ)行為是人類(lèi)交流的最小單位,為了更好地理解某一語(yǔ)言區(qū)域的交流和行為方式,研究語(yǔ)用學(xué)中的言語(yǔ)行為變得至關(guān)重要。而且,由于對(duì)敦煌服務(wù)行業(yè)的語(yǔ)用研究收集了大量的自然語(yǔ)料,這將有助于對(duì)當(dāng)?shù)胤⻊?wù)行業(yè)的發(fā)展獻(xiàn)計(jì)獻(xiàn)策。為了研究敦煌服務(wù)行業(yè)的言語(yǔ)行為,本研究旨在考察詢(xún)問(wèn)言語(yǔ)行為的回應(yīng),詢(xún)問(wèn)是一種常見(jiàn)的言語(yǔ)行為,但是國(guó)內(nèi)對(duì)其語(yǔ)用學(xué)方面的研究甚少。不同于以往大量關(guān)注在漢語(yǔ)詢(xún)問(wèn)句式和語(yǔ)氣層面的研究,本研究從語(yǔ)用學(xué)角度考察服務(wù)員對(duì)顧客詢(xún)問(wèn)的回應(yīng),而且主要聚焦于禮貌和服務(wù)員回應(yīng)策略的使用。本研究考察社會(huì)變量中性別差異和禮貌程度對(duì)回應(yīng)策略的影響,具體來(lái)說(shuō)是敦煌以及蘭州各自的顧客性別差異和禮貌程度對(duì)服務(wù)員回應(yīng)策略的影響,同時(shí)對(duì)比發(fā)現(xiàn)兩地服務(wù)員回應(yīng)策略的異同之處。本研究采取定性研究和定量研究相結(jié)合的研究方法。我采用了開(kāi)放式角色扮演方法收集數(shù)據(jù)。在開(kāi)放式角色扮演中,語(yǔ)言的產(chǎn)生方式與日常語(yǔ)言互動(dòng)非常接近,扮演顧客的參與者在選定的服務(wù)場(chǎng)所,用事先設(shè)計(jì)好的情境與服務(wù)員交流。這樣就可以收集到半自然的語(yǔ)料。之后把收集到的角色扮演的音頻轉(zhuǎn)寫(xiě)成書(shū)面形式的語(yǔ)料。而角色扮演中用到的情境是基于收集了服務(wù)員和顧客之間真實(shí)的對(duì)話(huà)語(yǔ)料而設(shè)計(jì)的。收集到的服務(wù)員對(duì)顧客提問(wèn)的回應(yīng)語(yǔ)可以被分為稱(chēng)呼,主言語(yǔ)行為和附加策略,附加策略又可以進(jìn)一步劃分為前附加策略和后附加策略。最后借助SPSS軟件(統(tǒng)計(jì)產(chǎn)品與服務(wù)解決方案)的第20版對(duì)數(shù)據(jù)進(jìn)行分析。本研究的研究過(guò)程分為五步:收集自然語(yǔ)料,設(shè)計(jì)角色扮演的情境,實(shí)施角色扮演,轉(zhuǎn)寫(xiě)角色扮演的音頻,分析收集到的數(shù)據(jù)。敦煌的角色扮演者是在沙州鎮(zhèn)隨機(jī)挑選的,蘭州的角色扮演者是在蘭州大學(xué)和市民中隨機(jī)挑選的。最后有16位年齡在16歲到70歲之間的參與者參與了敦煌的顧客角色扮演,16位年齡在16歲到70歲之間的參與者參與了蘭州的顧客角色扮演。這些參與者又被平均分為兩組:青年組(16-34)和老年組(55-70)。這兩組中的男性和女性的數(shù)量是一樣的。最終,本研究在敦煌收集到了640個(gè)有效音頻數(shù)據(jù),在蘭州收集到了1123個(gè)有效音頻數(shù)據(jù)。本研究的結(jié)果如下:(1)敦煌和蘭州的服務(wù)員在回應(yīng)顧客的提問(wèn)時(shí)都采用了很多策略,而且兩地服務(wù)員的主回應(yīng)策略以直接回應(yīng)為主。此外,敦煌服務(wù)員的回應(yīng)中使用的稱(chēng)呼要遠(yuǎn)多于蘭州的服務(wù)員。就服務(wù)員回應(yīng)的附加策略而言,兩地出現(xiàn)的最多的前附加策略是詢(xún)問(wèn),后附加策略是解釋。(2)顧客的性別差異對(duì)敦煌服務(wù)員的回應(yīng)策略有影響。具體來(lái)說(shuō),服務(wù)員在回應(yīng)男性顧客時(shí)更多采用直接回應(yīng)的主言語(yǔ)行為,而回應(yīng)女性顧客時(shí)更多采用間接回應(yīng)的主言語(yǔ)行為。而且在回應(yīng)女性顧客時(shí)使用的前附加策略更多,使用的后附加策略中詢(xún)問(wèn)出現(xiàn)的頻率最高。(3)禮貌程度對(duì)敦煌服務(wù)員的回應(yīng)策略有影響。當(dāng)顧客以禮貌的方式提問(wèn),服務(wù)員也表現(xiàn)得更禮貌,而且在這種情況下,服務(wù)員會(huì)采用更多的前附加策略,其中使用最多的是詢(xún)問(wèn)。(4)敦煌和蘭州服務(wù)員在回應(yīng)顧客的詢(xún)問(wèn)時(shí)既有相同之處,又有不同之處。相同之處是:兩地服務(wù)員在回應(yīng)時(shí)都采用了很多策略,而且他們回應(yīng)策略的主言語(yǔ)行為都以直接回應(yīng)為主。不同之處表現(xiàn)在三個(gè)方面:第一,兩地服務(wù)員的回應(yīng)策略存在差異。相比于敦煌的服務(wù)員,蘭州服務(wù)員在回應(yīng)顧客的提問(wèn)時(shí)用到的稱(chēng)呼語(yǔ)較少。而敦煌的服務(wù)員在回應(yīng)時(shí)采用更多的后附加策略。第二,兩地服務(wù)員在回應(yīng)男女顧客時(shí)采用的策略存在差異。敦煌服務(wù)員在回應(yīng)男性顧客時(shí)采用更多的稱(chēng)呼,后附加策略中的詢(xún)問(wèn),提供和建議也比蘭州服務(wù)員采用的多,蘭州服務(wù)員回應(yīng)策略中使用最多的后附加策略是解釋。敦煌服務(wù)員在回應(yīng)女性顧客時(shí)使用到的稱(chēng)呼語(yǔ)同樣比蘭州服務(wù)員多,而且使用的間接主言語(yǔ)行為也多于蘭州服務(wù)員。敦煌和蘭州服務(wù)員在在回應(yīng)策略上的相同之處顯示,兩地服務(wù)員在回應(yīng)時(shí)都采用了多種策略,而且他們均以直接回應(yīng)為主。這表明,敦煌和蘭州的服務(wù)員在回應(yīng)時(shí)有一個(gè)共識(shí),那就是在回答顧客的提問(wèn)時(shí)應(yīng)該以清楚的方式給出有效且直接的回答。另一方面,兩地的不同之處表明,兩地服務(wù)員的禮貌程度顯示出差異,這一點(diǎn)主要通過(guò)兩地服務(wù)員在回應(yīng)時(shí)采用的不同策略體現(xiàn)出來(lái),而這主要受兩地服務(wù)員所認(rèn)可的禮貌規(guī)則不同的影響。
[Abstract]:Dunhuang City, located in Gansu Province, once the Silk Road Town, is famous for its unique natural landscape and cultural relics, such as the Mogao Grottoes and Crescent Spring in Dunhuang. A large number of domestic and international studies on Dunhuang have paid attention to the study of Dunhuang cultural relics or historical classics from the perspective of literature or history. In recent years, along with China, "along with China" Dunhuang has attracted a lot of attention for its important geographical location, long history and culture and the developed tourism industry. However, few studies have studied Dunhuang service industry or tourism industry from the perspective of linguistics or pragmatics. This study will study the language use of Dunhuang's service industry from the pragmatic perspective. Compared with Lanzhou, the study of speech acts is the smallest unit of human communication. In order to better understand the communication and behavior of a language area, it is essential to study the speech act in pragmatics. Moreover, it will be helpful to the study of the pragmatic study of the pragmatic research in the service industry in Dunhuang. In order to study the speech behavior of the service industry in Dunhuang, this study aims to examine the response of inquiring speech act. Inquiry is a common speech act, but there is little research on its pragmatics in China. This study examines the response of waiters to customer enquiries from the perspective of pragmatics, and focuses on the use of politeness and waitress's response strategy. This study examines the effects of gender differences and politeness on response strategies in social variables, specifically the gender differences and politeness of the customers in Dunhuang and Lanzhou. This study adopts the method of combining qualitative and quantitative research. I adopt the open role playing method to collect data. In the open role play, the way of language generation is very close to the daily language interaction and acts as a customer. Participants communicate with the waiters in a pre designed situation in a selected place of service. In this way, a semi natural corpus can be collected. Then the audio of the role play is transferred to a written form. The situation used in the role play is based on the collection of the authentic dialogic materials between the service staff and the customers. The responses of the collected attendants to the customer's questions can be divided into address, main speech act and additional strategy, and additional strategies can be further divided into former additional strategies and post additional strategies. Finally, the data are analyzed with the help of the twentieth edition of the SPSS software (statistical products and service solutions). The five step: collecting the natural corpus, designing the role playing situation, implementing the role playing, transferring the audio of the role playing, and analyzing the data collected. The role players in Dunhuang are selected randomly in the town of Sha Zhou, and the role players in Lanzhou are selected by the Lanzhou University and the citizens. Finally, 16 are between 16 and 70 years old. Participants participated in Dunhuang's customer role play, and 16 participants aged 16 to 70 were involved in the role playing of Lanzhou's customers. The participants were equally divided into two groups: the youth group (16-34) and the elderly group (55-70). The number of men and women in the two groups was the same. In the end, the study collected 640 in Dunhuang. Effective audio data, 1123 effective audio data were collected in Lanzhou. The results of this study were as follows: (1) the attendants in Dunhuang and Lanzhou adopted a lot of strategies in responding to the customer's questions, and the main response strategy of the two attendants was direct response. In addition, the response of the Dunhuang attendants was much more than the orchid. State attendant. In terms of the additional strategy of waitress response, the most advanced additional strategy in both places was asked, and the post additional strategy was explained. (2) the gender differences in the customers had an impact on the response strategies of the Dunhuang waiters. Specifically, the waiters responded more directly to the male customers in response to the main verbal behavior and responded to the women. More indirect responses were used when sexual customers were used. And more additional strategies were used in response to female customers and the highest frequency in the post additional strategies used. (3) the degree of politeness had an impact on the response strategy of Dunhuang attendants. And in this case, the waiters will use more previous additional strategies, most of which are asked. (4) the waiters in Dunhuang and Lanzhou have the similarities and differences in responding to the customer's enquiries. The same is: the waiters and waiters have adopted a lot of strategies in response to the response and they respond to the main verbal behavior of the strategy. The difference is manifested in three aspects: first, the response strategies of the two attendants are different. Compared to the Dunhuang waiters, the Lanzhou waiters use less address in response to the customer's questions. And the waiters in Dunhuang use more post additional strategies in response. Second, the two attendants respond to the response. There are differences in the strategies used by male and female customers. Dunhuang waiters use more address when responding to male customers, and post additional strategies are more used than Lanzhou waiters. Lanzhou waiters respond to the most used post additional strategies to explain. Dunhuang waiters use them in response to female customers. There are more names than Lanzhou waiters and more indirect speech acts than Lanzhou waiters. The similarities between Dunhuang and Lanzhou attendants in response strategies show that the two attendants use a variety of strategies in response, and they are both direct responses. This indicates that the waiters in Dunhuang and Lanzhou are in the same way. In response, there is a consensus that an effective and direct answer should be given in a clear way when answering a customer's question. On the other hand, the differences between the two places show the difference in the degree of politeness between the two attendants, which is mainly reflected by the different strategies used by the two attendants at the time of return. The politeness rules approved by the two attendants have different effects.
【學(xué)位授予單位】：蘭州大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類(lèi)號(hào)】：H136
本文編號(hào)：2165392
[Abstract]:Dunhuang City, located in Gansu Province, once the Silk Road Town, is famous for its unique natural landscape and cultural relics, such as the Mogao Grottoes and Crescent Spring in Dunhuang. A large number of domestic and international studies on Dunhuang have paid attention to the study of Dunhuang cultural relics or historical classics from the perspective of literature or history. In recent years, along with China, "along with China" Dunhuang has attracted a lot of attention for its important geographical location, long history and culture and the developed tourism industry. However, few studies have studied Dunhuang service industry or tourism industry from the perspective of linguistics or pragmatics. This study will study the language use of Dunhuang's service industry from the pragmatic perspective. Compared with Lanzhou, the study of speech acts is the smallest unit of human communication. In order to better understand the communication and behavior of a language area, it is essential to study the speech act in pragmatics. Moreover, it will be helpful to the study of the pragmatic study of the pragmatic research in the service industry in Dunhuang. In order to study the speech behavior of the service industry in Dunhuang, this study aims to examine the response of inquiring speech act. Inquiry is a common speech act, but there is little research on its pragmatics in China. This study examines the response of waiters to customer enquiries from the perspective of pragmatics, and focuses on the use of politeness and waitress's response strategy. This study examines the effects of gender differences and politeness on response strategies in social variables, specifically the gender differences and politeness of the customers in Dunhuang and Lanzhou. This study adopts the method of combining qualitative and quantitative research. I adopt the open role playing method to collect data. In the open role play, the way of language generation is very close to the daily language interaction and acts as a customer. Participants communicate with the waiters in a pre designed situation in a selected place of service. In this way, a semi natural corpus can be collected. Then the audio of the role play is transferred to a written form. The situation used in the role play is based on the collection of the authentic dialogic materials between the service staff and the customers. The responses of the collected attendants to the customer's questions can be divided into address, main speech act and additional strategy, and additional strategies can be further divided into former additional strategies and post additional strategies. Finally, the data are analyzed with the help of the twentieth edition of the SPSS software (statistical products and service solutions). The five step: collecting the natural corpus, designing the role playing situation, implementing the role playing, transferring the audio of the role playing, and analyzing the data collected. The role players in Dunhuang are selected randomly in the town of Sha Zhou, and the role players in Lanzhou are selected by the Lanzhou University and the citizens. Finally, 16 are between 16 and 70 years old. Participants participated in Dunhuang's customer role play, and 16 participants aged 16 to 70 were involved in the role playing of Lanzhou's customers. The participants were equally divided into two groups: the youth group (16-34) and the elderly group (55-70). The number of men and women in the two groups was the same. In the end, the study collected 640 in Dunhuang. Effective audio data, 1123 effective audio data were collected in Lanzhou. The results of this study were as follows: (1) the attendants in Dunhuang and Lanzhou adopted a lot of strategies in responding to the customer's questions, and the main response strategy of the two attendants was direct response. In addition, the response of the Dunhuang attendants was much more than the orchid. State attendant. In terms of the additional strategy of waitress response, the most advanced additional strategy in both places was asked, and the post additional strategy was explained. (2) the gender differences in the customers had an impact on the response strategies of the Dunhuang waiters. Specifically, the waiters responded more directly to the male customers in response to the main verbal behavior and responded to the women. More indirect responses were used when sexual customers were used. And more additional strategies were used in response to female customers and the highest frequency in the post additional strategies used. (3) the degree of politeness had an impact on the response strategy of Dunhuang attendants. And in this case, the waiters will use more previous additional strategies, most of which are asked. (4) the waiters in Dunhuang and Lanzhou have the similarities and differences in responding to the customer's enquiries. The same is: the waiters and waiters have adopted a lot of strategies in response to the response and they respond to the main verbal behavior of the strategy. The difference is manifested in three aspects: first, the response strategies of the two attendants are different. Compared to the Dunhuang waiters, the Lanzhou waiters use less address in response to the customer's questions. And the waiters in Dunhuang use more post additional strategies in response. Second, the two attendants respond to the response. There are differences in the strategies used by male and female customers. Dunhuang waiters use more address when responding to male customers, and post additional strategies are more used than Lanzhou waiters. Lanzhou waiters respond to the most used post additional strategies to explain. Dunhuang waiters use them in response to female customers. There are more names than Lanzhou waiters and more indirect speech acts than Lanzhou waiters. The similarities between Dunhuang and Lanzhou attendants in response strategies show that the two attendants use a variety of strategies in response, and they are both direct responses. This indicates that the waiters in Dunhuang and Lanzhou are in the same way. In response, there is a consensus that an effective and direct answer should be given in a clear way when answering a customer's question. On the other hand, the differences between the two places show the difference in the degree of politeness between the two attendants, which is mainly reflected by the different strategies used by the two attendants at the time of return. The politeness rules approved by the two attendants have different effects.
【學(xué)位授予單位】：蘭州大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類(lèi)號(hào)】：H136
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