人际敏感互动中接线员投诉回应策略的语用研究

发布时间：2021-08-24 06:52

　　本论文探讨了在商务语境下接线员与投诉顾客之间的人际敏感互动。在人际关系管理理论框架内,具体考察了如下三个问题:1)接线员在具有人际敏感性的电话互动中采用了哪些投诉回应策略?2)决定接线员投诉回应策略的因素有哪些?3)以及接线员所采用的这些策略的实际效果如何?本研究的语料收集于一家中国航空公司的客户关怀中心,共计42通投诉处理电话,时长达7.5小时。通过采用定性研究和会话分析的方法,本研究着重对其中17处人际敏感互动中的投诉回应策略进行了详细分析。研究发现,当顾客的不礼貌或不恰当的言语使得双方的人际关系变得敏感时,接线员会采用6种不同的投诉回应策略。常规的4种策略包括道歉、补偿、解释和表示关怀。此外接线员还会采用2类非常规的策略,包括虚假赞成和话题转移策略,具体表现为忽视顾客的不礼貌或不当言语,转而将话题转移到下一步行动或向顾客提供另一种解决方案。此外,本研究发现接线员在人际敏感互动中采用的投诉回应策略受如下几个因素影响:接线员的人际管理倾向、受工作指标影响下对时间成本的考虑、接线员所扮演的社会服务者角色、以及社会语用原则。分析表明接线员所采用的这些投诉回应策略在某些情况下有效。它们能够... 

【文章来源】：广东外语外贸大学广东省

【文章页数】：94 页

【学位级别】：硕士

【文章目录】：
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


【参考文献】：
期刊论文
[1]Politeness: Is There an East-West Divide?[J]. Geoffrey Leech.  外国语(上海外国语大学学报). 2005(06)



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