摘要
语用学的“关系转向”（Spencer-Oatey 2011：3569）催生了一个崭新的语用学子学科——人际语用学的诞生。人际语用学探究人类如何在面对面及网络互动交际中建构、维系、解构人际关系。文献综述显示，已经有越来越多的实证研究探索以计算机为媒介的网络互动中的人际关系管理，但却鲜有研究探索网购差评回复中的关系管理。在网上消费时代，及时、适当的差评回复可以缓和破损的商客关系以及修复商家的线上负面形象。当前，多数差评回复的语言研究主要集中在TripAdvisor 平台上的酒店差评回复，民宿差评回复中的关系管理及印象管理鲜有研究。此外，虽然当前国内外的国际旅游热潮不断，但对住宿业线上差评回复的英汉语言对比研究还是极为缺乏的。
本研究注意到了这一研究空白，以全球最大的民宿预订网站之一——Airbnb（爱彼迎）上房东的中英文差评回复为例，探究民宿房东在差评回复中的关系管理策略，分析这些策略是如何对商客关系管理及民宿在线印象管理起作用的，发现中英文差评回复中关系管理策略使用的异同。
本研究通过对Airbnb中英文各两百条差评回复进行编码，发现差评回复中存在二十种关系管理策略，其中积极关系策略与消极关系策略各十种。通过与前人的酒店差评回复研究进行对比，本文发现“与好评比较”、“负面情感表达”、“拒绝下次入住”以及“突出顾客的失礼”这些消极关系策略只出现在民宿差评回复中，酒店回复中并无此些策略。另外，本文结合Spencer-Oatey的关系管理理论（2008）对民宿房东的
差评回复进行质性分析，分析结果表明房东通过对顾客面子、社交权力与义务以及交际目的的策略性管理实现商客关系管理。在印象管理层面，房东运用关系管理策略强化民宿及房东的正面积极形象、弱化其负面消极形象。本文讨论了这些策略的使用原因及特点。最后，本文通过SPSS软件对Airbnb房东中英文差评回复中关系管理策略的使用进行定量分析，分析结果显示无论是中文还是英文民宿差评回复，都使用了更多的消极关系管理策略，但英汉差评回复在八种关系管理策略的使用上具有显著性区别。本文讨论了这些相同及不同之处产生的原因。
本研究兼有学术及实践意义。学术意义在于：本研究是对网络人际语用表现的解释，发展了人际语用学及网络语用学的研究、探索了关系管理理论的适切性、丰富了人际语用领域的英汉对比研究。本文对民宿差评回复的人际语用学探索也在一定程度上填补了住宿业的语言研究仅关注酒店差评回复的空白。实践价值在于：本研究利于民宿业及酒店业从业者线上差评回复工作的开展，也有助于减少跨国游中从业者与游客之间误会的产生、利于缓和其冲突。
关键词：关系管理；网购差评；网购差评回复；Airbnb（爱彼迎）；英汉对比研究
ACKNOWLEDGEMENTS
I am grateful to all tho who gave me a lot of help during the completion of this thesis. Without their precious suggestions, ongoing supports and warm encouragement, this thesis would not be finished.
First and foremost, I would express my heartiest thanks to my supervisor, Feng Wei. She provided me with valuable ideas and suggestions on the lection of thesis topic and on the revi of this thesis. Her love for academic rearch also inspires me to keep learning, meet the challenge and explore the unknown. I also want to thank the professors who gave me helpful advice on how to conduct this study, which prompted my deep and critical thinking.
Besides, my gratitude would be expresd to my beloved family and friends. Time marches on and in the twinkling of an eye, I grew up from a little girl to a master student. Along the way, my dearest family and clost friends cheer up me, believe in me, encourage me and accompany me when I feel down, diffident, anxious and lonely. It is they who teach me to be optimistic, confident, brave and to enjoy the loneliness. I really appreciate them although they sometimes “laugh at” me when I make a fool of mylf. Especially, I am forever thankful for my mother for giving birth to me and loving me. I love her for all time.
uae是哪个国家
Last but not least, I would like to extend my sincerest thanks to my country and tho most respectable angels in white. Turning back the clock to the end of 2019, the novel coronavirus pneumonia has struck in China. The vere impacts of this dia have rippled throughout all walks of life in China. However, the rising numbers of confirmed cas do not undermine our confidence in
overcoming this novel pneumonia. Although the country ems to have been plunged into darkness, the doctors and nurs, the scientists, the volunteers, the policemen and the whole nation have gone to great lengths to fight against this fierce war, leaving numerous touching moments. It is their lfless dedication that has protected us from anxiety and fear, getting the country gradually back on track. Thank again and best wishes to them!属龙的哪年出生
TABLE OF CONTENTS
ABSTRACT IN ENGLISH (iii)
ABSTRACT IN CHINESE (v)
< v ii LIST OF FIGURES (xiii)
LIST OF TABLES ................................................................................................................................. x iv LIST . x v CHAPTER ONE INTRODUCTION .. (1)
1.1 Background of This Study (1)
1.2 Object of This Study (2)
1.3 Rationale of This Study (5)
1.3.1 The era of online consumption and the significance of negative reviews management (5)
1.3.2 The popularity of Airbnb across the world (7)
nba历届总冠军列表1.3.3 The applicability of rapport management (9)
1.3.4 The possibility of this study (10)
1.4 Structure of This Thesis (10)
CHAPTER TWO LITERA TURE REVIEW (13)
2.1 The Relational Turn of Pragmatics (13)
2.1.1 Revisiting politeness theories (13)
2.1.2 Studies on rapport management (19)
2.2 Studies on Online Consumer Reviews and Their Respons (28)
2.2.1 The genre of online consumer reviews (28)
2.2.2 The genre of review respons (32)
2.3 Studies on Impression Management (38)
CHAPTER THREE THEORETICAL FRAMEWORK (41)
3.1 Key Components of Rapport Management (41)
3.2 Factors Influencing Rapport Management Strategy U (45)
3.3 Rapport Management Strategies (48)
3.4 Rapport Management Outcomes (51)
CHAPTER FOUR METHODOLOGY (53)
4.1 Rearch Questions (53)
4.2 Data (54)
4.2.1 Data Source (54)
4.2.2 Data Collection (56)
4.3 Data Codification (58)
CHAPTER FIVE FINDINGS (61)
5.1 Rapport Management Strategies (61)土豆条怎么炸
5.1.1 Rapport strategies (63)
5.1.2 Disrapport strategies (71)
5.1.3 The employment of rapport strategies and disrapport strategies (80)
5.2 The Impacts of Languages on Usage of Rapport Management Strategies (83)
5.3 Summary (88)
CHAPTER SIX DISCUSSION (89)
6.1 The Strategic Management of Rapport (90)
6.1.1 The strategic management of face (90)
6.1.2 The strategic management of sociality rights and obligations (94)
6.1.3 The strategic management of interactional goals (96)
6.2 The Strategic Management of Impression (99)
6.3 The Effects of Languages (103)
6.3.1 The similar tendency in Mandarin and English respons (103)
6.3.2 The divergences between Mandarin and English respons (106)
6.4 Summary (108)
CHAPTER SEVEN CONCLUSION (113)
7.1 Major Findings (113)
7.2 Implications (116)
7.3 Limitations and Suggestions for Further Studies (118)
REFERENCES (121)
RESEARCH ACHIEVEMENTS (130)
PERSONAL PROFILES (131)
LETTER OF COMMITMENT (132)
AUTHORIZATION STATEMENT (133)
目录
英文摘要 (iii)
中文摘要 (v)
致谢......................................................................................................................................... v ii 图目录 (xiii)
表目录........................................................................................................................................ x iv 缩略语表......................................................................................................................................... x v 第一章引言.. (1)
1.1 研究背景 (1)
1.2 研究对象 (2)
1.3 研究理据 (5)
1.3.1 网络消费时代及差评管理的意义 (5)
1.3.2 民宿网站Airbnb在全球的流行 (7)
1.3.3 关系管理理论的适用性 (9)
1.3.4 当前研究的可能性 (10)
1.4 论文结构 (10)
用车申请
第二章文献综述 (13)
2.1 语用学的关系转向 (13)
2.1.1 再谈礼貌理论 (13)
2.1.2 关系管理研究回顾 (19)
2.2 网购评论及其回复的相关研究 (28)
2.2.1 在线消费者评论的研究回顾 (28)
2.2.2 在线消费者评论回复的研究回顾 (32)
洞顶乌龙茶2.3 印象管理研究回顾 (38)
第三章理论框架 (41)
3.1 关系管理核心概念 (41)
3.2 关系管理策略使用的影响因素 (45)布鞋家园
3.3 关系管理策略 (48)
3.4 关系管理结果 (51)
第四章研究方法 (53)
4.1 研究问题 (53)
4.2 语料 (54)
4.2.1 语料来源 (54)
4.2.2 语料收集 (56)
4.3 语料编码 (58)
热血的歌第五章研究发现 (61)
5.1 关系管理策略 (61)
5.1.1 积极关系策略 (63)
5.1.2 消极关系策略 (71)
5.1.3 积极与消极关系策略的使用 (80)
5.2 语言因素对关系管理策略使用的影响 (83)
