沈阳市出租车行业语言服务现状调查研究

发布时间：2018-12-13 20:28

【摘要】：本文以沈阳市出租车行业语言为研究对象，综合采用文献综述、问卷调查、访谈等方法，从出租车司机语言选择、不良语言使用、礼貌用语的使用等方面，调查研究了出租车行业语言的服务现状。调查研究共分三个阶段进行：第一阶段主要通过文献综述、访谈等方式确定调查对象和角度，并制定调查问卷；第二阶段主要通过问卷调查方式，深入了解沈阳市出租车行业语言使用状况，共发放171份问卷，回收有效问卷168份，有效率98.25%；第三阶段针对问卷调查中发现的问题，通过深度访谈等方式，进行了进一步调查。本文主要分为三个部分。第一部分是出租车行业语言的服务现状的分析。本次研究调查出租车司机的语言选择现状、不良语言使用现状、礼貌用语使用现状，了解出租车行业整体的语言服务现状。调查结果表明，沈阳市出租车行业语言服务存在普通话、礼貌用语使用频率偏低，，部分出租车司机在服务中使用不良语言等现象。第二部分在出租车司机语言服务现状调查研究的基础上，调查了乘客对出租车司机语言服务现况的态度。调查结果表明，乘客对出租车司机语言选择的态度呈现多元化倾向，要求出租车司机使用普通话和沈阳话的需求同时存在；对出租车司机使用不良语言现象大都持否定态度，绝大多数乘客要求出租车司机在提供服务时使用礼貌用语。第三部分结合上述调查研究，分析了出租车行业语言服务现状的影响因素。事实上，出租车行业语言服务现状受语言本体、从业者素质、相关监管工作、培训工作以及其他外在因素等多方面因素的综合影响。本文通过调查结果的分析，进一步总结、提出了一些改进方法，旨在进一步规范和改进出租车行业的语言服务现状。
[Abstract]:This article takes Shenyang taxi industry language as the research object, synthetically uses the literature review, the questionnaire survey, the interview and so on, from the taxi driver language choice, the bad language use, the politeness language use and so on aspects, and so on. This paper investigates and studies the service status of taxi industry language. The investigation and research is divided into three stages: the first stage is mainly through literature review, interviews and other ways to determine the survey object and angle, and formulate the questionnaire; The second stage mainly through the questionnaire, in-depth understanding of Shenyang taxi industry language use, a total of 171 questionnaires issued, 168 effective questionnaires, the efficiency of 98.2525; In the third stage, the problems found in the questionnaire were investigated through in-depth interviews. This paper is divided into three parts. The first part is the analysis of the service status of taxi industry language. This study investigated the current situation of taxi drivers' language choice, bad language use and polite language use, and understood the present situation of the whole language service of taxi industry. The results show that there are some phenomena in the language service of taxi industry in Shenyang, such as Putonghua, low frequency of politeness and bad language used by some taxi drivers. In the second part, based on the investigation of the present situation of the taxi driver's language service, the author investigates the passenger's attitude towards the taxi driver's language service. The results show that the attitude of passengers towards taxi drivers' language choice is diversified, and the demand for both Mandarin and Shenyang dialect for taxi drivers exists simultaneously. The majority of passengers ask taxi drivers to use polite language when providing service. The third part analyzes the influencing factors of the current situation of language service in taxi industry. In fact, the present situation of language service in taxi industry is influenced by many factors, such as language Noumenon, quality of practitioners, relevant supervision work, training work and other external factors. Based on the analysis of the investigation results, this paper puts forward some improvement methods, aiming at further standardizing and improving the present situation of the language service in the taxi industry.
【学位授予单位】：沈阳师范大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：H13

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