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dc.contributor.authorYonghong, Qian
dc.description.abstract本研究收集100条大众点评网(中国第三方评论网站,类似于TripAdvisor)饭店商 家对顾客差评进行的回应话语作为研究语料,采用修辞话步分析方法对道歉言语行为和其它 伴随话步进行了判断和统计,并基于Spencer-Oatey(2008)的关系管理框架,分析了中国网络 饭店商家在网络道歉言语行为中所涉及的关系管理策略。研究结果表明,道歉言语行为和其 它话步(如致谢、解释、修复、开头、结尾、邀请等)一起共同协作来对双方关系进行修复与 管理。在网络公开回应的特殊语境下,饭店差评回应作者精心选用了致歉语域(包括道歉标记 语,强调、重复、敬语、亲近称呼、代词及自我指称)及致歉内容(是否接受责任)在修复彼 此关系的同时,维护自身所代表饭店商家的良好形象。研究还将汉语的研究发现与Morrow & Yamanouchi (2020) 研究中的英语和日语道歉行为进行比较,以期揭示一些跨文化异同。研究 结果对从事网络跨文化交际沟通工作的相关人员具有一定参考价值。 The present study, drawing upon Spencer-Oatey’s (2008) Rapport Management framework, presents an analysis of restaurants’ apologies to customers in Chinese CMC. 100 responses by restaurants to customers’ negative reviews on Chinese independent third-party reviewing website similar to TripAdvisor) have been collected for our study, and the method of Rhetorical Move Analysis has been used to identify Apologies and accompanying moves in our data. It is revealed that apologies, along with other accompanying moves such as Thanks, Explanations, Repairs, Openings, Closings, Invitations etc., serve as remedial responses to restore rapport or harmony. Considering the public nature of the open online communication, the linguistic domain of apology (including apology expressions, intensification, repetition, honorifics, endearing addressing terms, pronouns, and selfreferring expressions) and content of apology (Accepting or not accepting responsibility) are properly designed and managed by the restaurants’ response writers in order to repair the relationship with the unsatisfied individual customer on the one hand, while maintaining and protecting the restaurants’ good reputation with the overhearing audience online on the other hand. We also compared our Chinese online apologies with those in English and Japanese as studied by Morrow & Yamanouchi (2020) in order to reveal some cross-cultural similarities and differences. The findings are expected to provide some insights into the area of cross-cultural studies of online apologies, as well as to be valuable to business professionals who increasingly interact with consumers cross-culturally on the internet.es_ES
dc.publisherUniversidad de León: Instituto Confucioes_ES
dc.rightsAtribución-NoComercial-CompartirIgual 4.0 Internacional*
dc.subject.otherComida chinaes_ES
dc.subject.otherCríticas negativases_ES
dc.title跨文化视角下中国饭店网络差评回应中的道歉与和谐关系管理 = Apologies in Chinese Restaurants' Responses to Negative Online Reviews and Rapport Management-A Cross-cultural Perspective = Disculpas en las respuestas de los restaurantes chinos a las críticas negativas online y el informe de gestión: una perspectiva interculturales_ES
dc.journal.titleSinología Hispánicaes_ES

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Atribución-NoComercial-CompartirIgual 4.0 Internacional
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