基于公开道歉语料库的企业形象修复研究
发布时间：2021-01-24 15:47
近年来,随着新媒体的快速发展,消费者对企业的监督增强,企业负面事件的曝光可能性也随之增加。企业若能采取有效的应对措施处理负面事件,就有可能重塑品牌形象,减少损失,从而转“危”为“机”。作为使用最多且非常重要的有效应对措施之一,企业公开道歉受到了学术界的广泛关注。然而,很少有研究以跨学科的和基于语料库的研究方法来分析英文企业公开道歉,尤其在语言特征方面。因此,本研究试图从语言特征、语用策略和语用功能三个维度出发对100篇外国企业英文公开道歉进行跨学科研究,以探索危企如何通过公开道歉来修复企业形象。本研究使用Antconc 3.5.7生成高频词和关键词从而得到英文公开道歉的语言特征。其中,最显著的词汇特征如下:（1）大量使用第一人称和第二人称代词和物主代词;（2）频繁的直接道歉表达以及（3）高频使用商务术语。在句法层面,通过对部分关键词进行检索发现英文公开道歉声明呈现出大量显著的语言模式和固定时态特征:（1）“customers”通常与动词搭配,常见结构为“Verb（某物）+（to）customers”,而且该词前常用“our”或“valued/esteemed/respected”修饰;...
【文章来源】：广东外语外贸大学广东省
【文章页数】：85 页
【学位级别】：硕士
【文章目录】：
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
【参考文献】：
期刊论文
[1]语料库辅助的MTI翻译教学探索[J]. 曾祥宏. 上海翻译. 2019(01)
[2]基于语料库的腾讯亚马逊致股东信元话语研究[J]. 胡春雨,李旭妍. 外语学刊. 2018(01)
[3]基于语料库的商务英语学习词典编纂研究——兼评《牛津商务英语学习词典》[J]. 胡春雨,何家宁. 广东外语外贸大学学报. 2013(06)
[4]语料库与商务英语词汇研究[J]. 胡春雨. 广东外语外贸大学学报. 2011(02)
[5]汉语道歉语的话语研究[J]. 傅蓓. 语言教学与研究. 2010(06)
本文编号：2997510
【文章来源】：广东外语外贸大学广东省
【文章页数】：85 页
【学位级别】：硕士
【文章目录】：
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
【参考文献】：
期刊论文
[1]语料库辅助的MTI翻译教学探索[J]. 曾祥宏. 上海翻译. 2019(01)
[2]基于语料库的腾讯亚马逊致股东信元话语研究[J]. 胡春雨,李旭妍. 外语学刊. 2018(01)
[3]基于语料库的商务英语学习词典编纂研究——兼评《牛津商务英语学习词典》[J]. 胡春雨,何家宁. 广东外语外贸大学学报. 2013(06)
[4]语料库与商务英语词汇研究[J]. 胡春雨. 广东外语外贸大学学报. 2011(02)
[5]汉语道歉语的话语研究[J]. 傅蓓. 语言教学与研究. 2010(06)
本文编号：2997510
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