酒店从业人员礼貌用语的语用策略研究
发布时间：2018-07-26 16:55
【摘要】：本文以斯考伦礼貌用语的关联独立策略为指导,对酒店从业人员的服务用语进行分析,探讨其服务用语中所运用的礼貌策略,并对用语中所出现的问题进行研究。针对调查中所发现的问题,提出相应的改进建议。由于对酒店服务用语的研究较少,本研究的结果可供酒店及其他服务行业参考。 笔者调查了海南三家和江西一家五星级酒店,通过录音获得93篇服务对话,采访了50名酒店顾客,在100份酒店从业人员调查问卷中收回78份有效问卷。通过研究发现,除关联独立策略外,委婉语与幽默语也是酒店服务语用策略的一大亮点。礼貌服务用语中的违禁条例,如顾客的绰号、家乡话、沉默等,不仅为酒店从业人员所使用,而且获得了大多数顾客的肯定。此外,过高的实习员工流失率与不够合理的新老员工比例,造成酒店服务质量稳定性的断层。员工培训中应急培训的缺失也成为酒店提高其服务质量的绊脚石。 服务质量是酒店在激烈行业竞争中获胜的关键,而贯穿始终的礼貌用语对服务质量有着直接影响。笔者建议酒店依据实际情况放宽从业人员对违禁语的使用；招收适量的实习员工,使新老员工人数比例合理化；在员工培训上运用情景教学法,并且多加入应急情景下的礼貌用语培训。
[Abstract]:Under the guidance of Skallon's independent strategy of politeness, this paper analyzes the service terms of hotel employees, probes into the politeness strategies used in their service terms, and studies the problems in them. According to the problems found in the investigation, the corresponding improvement suggestions are put forward. Due to the lack of research on hotel service terms, the results of this study can be used as reference for hotel and other service industries. The author investigated three hotels in Hainan and a five-star hotel in Jiangxi Province. Through recording, 93 service dialogues were obtained, 50 hotel customers were interviewed, and 78 valid questionnaires were collected from 100 hotel employees' questionnaires. Besides the strategy of relevance independence, euphemism and humor are also one of the highlights of hotel service pragmatic strategy. The forbidden regulations in polite service, such as customer's nickname, home language, silence, etc., are not only used by hotel staff, but also affirmed by most customers. In addition, the high turnover rate of intern staff and the unreasonable proportion of new and old staff result in the fault of hotel service quality stability. Staff training in the lack of emergency training has become a stumbling block to improve the quality of hotel services. The service quality is the key to win the fierce competition in the industry, and the politeness words that run through all the time have a direct influence on the service quality. The author suggests that the hotel should relax the use of prohibited language by employees according to the actual situation; recruit appropriate number of intern staff to rationalize the proportion of new and old employees; use situational teaching method in employee training. And join the polite language training in emergency situations.
【学位授予单位】：海南大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：H136
本文编号：2146667
[Abstract]:Under the guidance of Skallon's independent strategy of politeness, this paper analyzes the service terms of hotel employees, probes into the politeness strategies used in their service terms, and studies the problems in them. According to the problems found in the investigation, the corresponding improvement suggestions are put forward. Due to the lack of research on hotel service terms, the results of this study can be used as reference for hotel and other service industries. The author investigated three hotels in Hainan and a five-star hotel in Jiangxi Province. Through recording, 93 service dialogues were obtained, 50 hotel customers were interviewed, and 78 valid questionnaires were collected from 100 hotel employees' questionnaires. Besides the strategy of relevance independence, euphemism and humor are also one of the highlights of hotel service pragmatic strategy. The forbidden regulations in polite service, such as customer's nickname, home language, silence, etc., are not only used by hotel staff, but also affirmed by most customers. In addition, the high turnover rate of intern staff and the unreasonable proportion of new and old staff result in the fault of hotel service quality stability. Staff training in the lack of emergency training has become a stumbling block to improve the quality of hotel services. The service quality is the key to win the fierce competition in the industry, and the politeness words that run through all the time have a direct influence on the service quality. The author suggests that the hotel should relax the use of prohibited language by employees according to the actual situation; recruit appropriate number of intern staff to rationalize the proportion of new and old employees; use situational teaching method in employee training. And join the polite language training in emergency situations.
【学位授予单位】：海南大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：H136
【参考文献】
相关期刊论文 前3条
1 唐伟;谢春山;李芷逸;;认同——酒店文化构建的新视角[J];饭店现代化;2013年10期
2 周树江;董传杰;;礼貌原则视角下的会话沉默[J];外语学刊;2014年05期
3 顾曰国;礼貌、语用与文化[J];外语教学与研究;1992年04期
，本文编号：2146667
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