航空投诉回应中安慰策略的语用研究

发布时间：2021-10-23 10:15

　　随着社会对航空客服服务质量要求的不断提高,使用合乎礼貌交际的安慰策略处理客户投诉具有重要研究意义。本文即探讨了某民航公司客服在投诉回应中安慰策略的使用。安慰有助于减轻或解决消极情绪（Burleson 1985,Burleson and Goldsmith1998）。鉴于客服处理投诉的方式会影响消费者的满意度、忠诚度和公司的声誉,客服在回应客户因投诉产生的消极情绪时所采用的安慰策略值得我们关注。本研究中的“安慰策略”定义为:当被安慰者因消极事件而产生消极情绪时,安慰者将其消极情绪转变为积极情绪所实施的策略。本研究以言语行为理论（Searle1979）和Leech在1983年提出的礼貌原则为理论支撑,选取航空公司客服的投诉回应为语料,解决了两个研究问题:1)航空投诉回应中采用了哪些安慰策略?2)航空投诉回应中安慰策略的功能是什么?基于某民航公司投诉中心提供的38个电话录音（大约7小时）,采取定量和定性相结合的研究方法,本研究将安慰策略分为两大类,即以情感为中心的安慰策略和以问题为中心的安慰策略。以情感为中心的安慰策略又可分为四小类:道歉,表达同情和支持,分享相似经历,肯定客户的能力和努力;... 

【文章来源】：广东外语外贸大学广东省

【文章页数】：86 页

【学位级别】：硕士

【文章目录】：
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


【参考文献】：
期刊论文
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[2]安慰言语行为的语用分析[J]. 李佑丰.  邵阳学院学报(社会科学版). 2008(06)
[3]Politeness: Is There an East-West Divide?[J]. Geoffrey Leech.  外国语(上海外国语大学学报). 2005(06)
[4]语用策略与言语行为[J]. 刘森林.  外语教学. 2003(03)



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