汉语会话中的抱怨及其回应

发布时间：2018-02-21 13:51

本文关键词： 汉语抱怨序列结构机构对话　出处：《山东大学》2012年硕士论文　论文类型：学位论文

【摘要】：抱怨是一种常见的言语行为,国内外对此的研究已经较多,但大都是运用话语补全测试法(DCT)收集语料,且大多数研究是对两种语言中的抱怨进行对比分析。另外,作为研究对象的抱怨多是发生在个人日常生活中的。本文以会话分析为工具,运用言语行为理论、礼貌原则、面子理论以及机构权势对机构对话中的抱怨言语行为的序列结构进行综合分析。本文的新意体现在语料收集方法和研究视角两个方面：一.以发生在通信公司中的个人和机构之间的对话录音作为研究数据,可以避免传统的用DCT收集语料的弊端,更加真实地反映机构会话中抱怨言语行为的结构特点。二.采用了新的研究视角,将抱怨言语行为的结构看作是一个序列,运用会话分析的手段描述其结构特点。根据抱怨对象的不同(分别是某些话务员的服务和电话卡业务)我们发现这里的抱怨分为两大类。第一类包含四个阶段：开始、中心、发展和结束,其中抱怨的提出方式较为直接；第二类只有三个阶段：开始、中心和结束,其中抱怨是隐含在问题咨询中的,因此这类抱怨被话务员所忽略,我们称其为“潜在的抱怨”,故这类抱怨就没有“发展阶段”。针对两类抱怨的序列结构特点提出了两个抱怨基本发展模式。我们还发现,因为抱怨的接受对象并非被抱怨者本人,而且这种客服电话设置的目的之一就是要倾听顾客的抱怨,所以抱怨对于对方的面子威胁程度是很小的,故在实施抱怨这一言语行为时,顾客既没有采用积极礼貌策略也没有采用消极礼貌策略。在进行第一类抱怨时,因为顾客对抱怨的确定性,故采用公开提及的策略；而在进行第二类抱怨时,由于顾客对抱怨的不确定性,故采用非公开提及策略,即通过将抱怨隐含在问题中来实施抱怨言语行为。另外,作者还对双方的话轮数量以及对打断策略的运用进行了分析。我们发现双方的话轮数量基本相同；双方使用打断策略的次数也基本一样,但如果是顾客首先打断而导致双方话语出现重叠的话,他们是不会主动退出的,而是坚持结束当前话轮。这表明,双方是在一个相对平等的氛围中对话的。因为顾客具有地位权势(顾客是上帝),而话务员具有专业知识权势(在业务的熟悉程度和问题的解决方面),又因为双方对话的主要目的是解决问题,所以两种权势大致抵消,不存在明显的权势不对称。本文旨在拓宽抱怨研究的视角,丰富言语行为研究。另外,这项研究无论对于移动通信公司还是其顾客都有现实指导意义。
[Abstract]:Complaint is a common speech act. There have been many researches on it at home and abroad, but most of the data are collected by using the speech complement Test (DCT), and most of the studies are contrastive analysis of the complaints in the two languages. Most of the complaints that are the subject of this study occur in the daily life of individuals. This paper uses speech act theory, politeness principle and conversational analysis as a tool. Face theory and institutional power are used to analyze the sequence structure of speech act of complaint in institutional dialogue. The new ideas of this paper are embodied in the methods of corpus collection and the perspective of research. Firstly, the recording of conversations between individuals and institutions in communication companies as research data can avoid the drawback of traditional data collection with DCT. Secondly, the structure of complaining speech act is regarded as a sequence from a new perspective, and the structural characteristics of complaint speech act are described by conversational analysis. Depending on the object of the complaint (the services of some operators and the calling card business), we find that there are two main categories of complaints. The first category consists of four stages: start, center, development and end. The complaint is presented in a more direct manner; the second category has only three stages: start, center and end, in which the complaint is implicit in the question consultation, so this complaint is ignored by the operator. We call it a "potential complaint", so there is no "stage of development" for this kind of complaint. Two basic patterns of complaint development are proposed according to the sequential structural characteristics of the two kinds of complaints. We also found that because the complaint was not received by the person complained to, and because one of the purposes of the customer service phone setup was to listen to the customer's complaint, the degree of the threat to the face of the other party was minimal. Therefore, the customer neither adopts positive politeness strategy nor negative politeness strategy in the speech act of complaining. In the first kind of complaint, the customer adopts the publicly mentioned strategy because of the certainty of complaint. In the second kind of complaint, due to the uncertainty of the customer's complaint, the strategy of non-public mention is adopted, that is, the speech act of complaint is implemented by implying the complaint in the problem. In addition, the author also analyzes the number of rounds and the use of interruption strategies. We find that the number of rounds is basically the same, and the number of times used by both sides is basically the same. But if it is the customer who breaks in first and causes the overlap between the two words, they will not withdraw voluntarily, but insist on ending the current round. Both sides talk in a relatively equal atmosphere... Because the customer is in a position of power (the customer is god, and the operator has the expertise) in terms of business familiarity and problem resolution, and because of the two parties. The main purpose of the dialogue is to solve problems, So the two powers are largely counterbalanced, and there is no apparent power asymmetry. The purpose of this paper is to broaden the perspective of complaint research and enrich the study of speech acts. In addition, this study has practical significance for both mobile communication companies and their customers.
【学位授予单位】：山东大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：H13

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