敦煌和兰州服务人员回应询问话语的对比研究

发布时间：2018-08-05 09:38

【摘要】：敦煌市位于甘肃省,曾经是丝绸之路重镇,以其独特的自然景观和文化遗迹闻名于世,比如,敦煌莫高窟和月牙泉。此前国内外大量关于敦煌的研究注重从文学或者历史的角度研究敦煌文化遗迹或者历史典籍。近年来,随着中国“一带一路”的提出,敦煌又一次以其重要的地理位置,悠久的历史文化以及发达的旅游业吸引了众多的关注。但是,很少有研究从语言学或者语用学角度研究敦煌服务行业或者旅游业。本研究将从语用学角度研究敦煌的服务行业的语言使用情况,并和兰州作以对比研究。由于言语行为是人类交流的最小单位,为了更好地理解某一语言区域的交流和行为方式,研究语用学中的言语行为变得至关重要。而且,由于对敦煌服务行业的语用研究收集了大量的自然语料,这将有助于对当地服务行业的发展献计献策。为了研究敦煌服务行业的言语行为,本研究旨在考察询问言语行为的回应,询问是一种常见的言语行为,但是国内对其语用学方面的研究甚少。不同于以往大量关注在汉语询问句式和语气层面的研究,本研究从语用学角度考察服务员对顾客询问的回应,而且主要聚焦于礼貌和服务员回应策略的使用。本研究考察社会变量中性别差异和礼貌程度对回应策略的影响,具体来说是敦煌以及兰州各自的顾客性别差异和礼貌程度对服务员回应策略的影响,同时对比发现两地服务员回应策略的异同之处。本研究采取定性研究和定量研究相结合的研究方法。我采用了开放式角色扮演方法收集数据。在开放式角色扮演中,语言的产生方式与日常语言互动非常接近,扮演顾客的参与者在选定的服务场所,用事先设计好的情境与服务员交流。这样就可以收集到半自然的语料。之后把收集到的角色扮演的音频转写成书面形式的语料。而角色扮演中用到的情境是基于收集了服务员和顾客之间真实的对话语料而设计的。收集到的服务员对顾客提问的回应语可以被分为称呼,主言语行为和附加策略,附加策略又可以进一步划分为前附加策略和后附加策略。最后借助SPSS软件(统计产品与服务解决方案)的第20版对数据进行分析。本研究的研究过程分为五步:收集自然语料,设计角色扮演的情境,实施角色扮演,转写角色扮演的音频,分析收集到的数据。敦煌的角色扮演者是在沙州镇随机挑选的,兰州的角色扮演者是在兰州大学和市民中随机挑选的。最后有16位年龄在16岁到70岁之间的参与者参与了敦煌的顾客角色扮演,16位年龄在16岁到70岁之间的参与者参与了兰州的顾客角色扮演。这些参与者又被平均分为两组:青年组(16-34)和老年组(55-70)。这两组中的男性和女性的数量是一样的。最终,本研究在敦煌收集到了640个有效音频数据,在兰州收集到了1123个有效音频数据。本研究的结果如下:(1)敦煌和兰州的服务员在回应顾客的提问时都采用了很多策略,而且两地服务员的主回应策略以直接回应为主。此外,敦煌服务员的回应中使用的称呼要远多于兰州的服务员。就服务员回应的附加策略而言,两地出现的最多的前附加策略是询问,后附加策略是解释。(2)顾客的性别差异对敦煌服务员的回应策略有影响。具体来说,服务员在回应男性顾客时更多采用直接回应的主言语行为,而回应女性顾客时更多采用间接回应的主言语行为。而且在回应女性顾客时使用的前附加策略更多,使用的后附加策略中询问出现的频率最高。(3)礼貌程度对敦煌服务员的回应策略有影响。当顾客以礼貌的方式提问,服务员也表现得更礼貌,而且在这种情况下,服务员会采用更多的前附加策略,其中使用最多的是询问。(4)敦煌和兰州服务员在回应顾客的询问时既有相同之处,又有不同之处。相同之处是:两地服务员在回应时都采用了很多策略,而且他们回应策略的主言语行为都以直接回应为主。不同之处表现在三个方面:第一,两地服务员的回应策略存在差异。相比于敦煌的服务员,兰州服务员在回应顾客的提问时用到的称呼语较少。而敦煌的服务员在回应时采用更多的后附加策略。第二,两地服务员在回应男女顾客时采用的策略存在差异。敦煌服务员在回应男性顾客时采用更多的称呼,后附加策略中的询问,提供和建议也比兰州服务员采用的多,兰州服务员回应策略中使用最多的后附加策略是解释。敦煌服务员在回应女性顾客时使用到的称呼语同样比兰州服务员多,而且使用的间接主言语行为也多于兰州服务员。敦煌和兰州服务员在在回应策略上的相同之处显示,两地服务员在回应时都采用了多种策略,而且他们均以直接回应为主。这表明,敦煌和兰州的服务员在回应时有一个共识,那就是在回答顾客的提问时应该以清楚的方式给出有效且直接的回答。另一方面,两地的不同之处表明,两地服务员的礼貌程度显示出差异,这一点主要通过两地服务员在回应时采用的不同策略体现出来,而这主要受两地服务员所认可的礼貌规则不同的影响。
[Abstract]:Dunhuang City, located in Gansu Province, once the Silk Road Town, is famous for its unique natural landscape and cultural relics, such as the Mogao Grottoes and Crescent Spring in Dunhuang. A large number of domestic and international studies on Dunhuang have paid attention to the study of Dunhuang cultural relics or historical classics from the perspective of literature or history. In recent years, along with China, "along with China" Dunhuang has attracted a lot of attention for its important geographical location, long history and culture and the developed tourism industry. However, few studies have studied Dunhuang service industry or tourism industry from the perspective of linguistics or pragmatics. This study will study the language use of Dunhuang's service industry from the pragmatic perspective. Compared with Lanzhou, the study of speech acts is the smallest unit of human communication. In order to better understand the communication and behavior of a language area, it is essential to study the speech act in pragmatics. Moreover, it will be helpful to the study of the pragmatic study of the pragmatic research in the service industry in Dunhuang. In order to study the speech behavior of the service industry in Dunhuang, this study aims to examine the response of inquiring speech act. Inquiry is a common speech act, but there is little research on its pragmatics in China. This study examines the response of waiters to customer enquiries from the perspective of pragmatics, and focuses on the use of politeness and waitress's response strategy. This study examines the effects of gender differences and politeness on response strategies in social variables, specifically the gender differences and politeness of the customers in Dunhuang and Lanzhou. This study adopts the method of combining qualitative and quantitative research. I adopt the open role playing method to collect data. In the open role play, the way of language generation is very close to the daily language interaction and acts as a customer. Participants communicate with the waiters in a pre designed situation in a selected place of service. In this way, a semi natural corpus can be collected. Then the audio of the role play is transferred to a written form. The situation used in the role play is based on the collection of the authentic dialogic materials between the service staff and the customers. The responses of the collected attendants to the customer's questions can be divided into address, main speech act and additional strategy, and additional strategies can be further divided into former additional strategies and post additional strategies. Finally, the data are analyzed with the help of the twentieth edition of the SPSS software (statistical products and service solutions). The five step: collecting the natural corpus, designing the role playing situation, implementing the role playing, transferring the audio of the role playing, and analyzing the data collected. The role players in Dunhuang are selected randomly in the town of Sha Zhou, and the role players in Lanzhou are selected by the Lanzhou University and the citizens. Finally, 16 are between 16 and 70 years old. Participants participated in Dunhuang's customer role play, and 16 participants aged 16 to 70 were involved in the role playing of Lanzhou's customers. The participants were equally divided into two groups: the youth group (16-34) and the elderly group (55-70). The number of men and women in the two groups was the same. In the end, the study collected 640 in Dunhuang. Effective audio data, 1123 effective audio data were collected in Lanzhou. The results of this study were as follows: (1) the attendants in Dunhuang and Lanzhou adopted a lot of strategies in responding to the customer's questions, and the main response strategy of the two attendants was direct response. In addition, the response of the Dunhuang attendants was much more than the orchid. State attendant. In terms of the additional strategy of waitress response, the most advanced additional strategy in both places was asked, and the post additional strategy was explained. (2) the gender differences in the customers had an impact on the response strategies of the Dunhuang waiters. Specifically, the waiters responded more directly to the male customers in response to the main verbal behavior and responded to the women. More indirect responses were used when sexual customers were used. And more additional strategies were used in response to female customers and the highest frequency in the post additional strategies used. (3) the degree of politeness had an impact on the response strategy of Dunhuang attendants. And in this case, the waiters will use more previous additional strategies, most of which are asked. (4) the waiters in Dunhuang and Lanzhou have the similarities and differences in responding to the customer's enquiries. The same is: the waiters and waiters have adopted a lot of strategies in response to the response and they respond to the main verbal behavior of the strategy. The difference is manifested in three aspects: first, the response strategies of the two attendants are different. Compared to the Dunhuang waiters, the Lanzhou waiters use less address in response to the customer's questions. And the waiters in Dunhuang use more post additional strategies in response. Second, the two attendants respond to the response. There are differences in the strategies used by male and female customers. Dunhuang waiters use more address when responding to male customers, and post additional strategies are more used than Lanzhou waiters. Lanzhou waiters respond to the most used post additional strategies to explain. Dunhuang waiters use them in response to female customers. There are more names than Lanzhou waiters and more indirect speech acts than Lanzhou waiters. The similarities between Dunhuang and Lanzhou attendants in response strategies show that the two attendants use a variety of strategies in response, and they are both direct responses. This indicates that the waiters in Dunhuang and Lanzhou are in the same way. In response, there is a consensus that an effective and direct answer should be given in a clear way when answering a customer's question. On the other hand, the differences between the two places show the difference in the degree of politeness between the two attendants, which is mainly reflected by the different strategies used by the two attendants at the time of return. The politeness rules approved by the two attendants have different effects.
【学位授予单位】：兰州大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：H136

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