传播学与言语行为理论视域下的涉外旅游投诉处理探析  

On Handling Tourist Complaints from Perspective of Communication and Speech Act Theory

作　　者：赵明[1] 

机构地区：[1]中国矿业大学管理学院经济系,江苏徐州221116

出　　处：《旅游论坛》2010年第5期603-606,共4页Tourism Forum

基　　金：江苏省教育厅2008年度高校哲学社会科学基金指导项目(08SJD7400032)

摘　　要：从倾听类型、言语行为理论和实施策略与方法3个方面论述了涉外旅游顾客投诉的处理问题,说明旅游企业经营者应力避防御性倾听、攻击性倾听而采用接纳性倾听,聚焦于顾客投诉话语的言外行为,实施至关重要的言后行为,从而满足顾客要求,维护企业商誉,保证潜在客源,增加企业收益。The present paper discusses the handling of the tourist complaints from the aspects of different types of attentive listening, the speech act theory and the actual strategy and methods as to how to satisfy the customers＇ needs in a down--to-- earth way. The paper shows that it is advisable for the tourist operators / tourism enterprises to adopt the acceptant attentive listening instead of the defensive or offensive attentive listening, to focus on the illocutionary act of the customers＇ complaints and to implement the indispensable perloeutionary act in order to gratify the requests of the customers , maintain the good fame of the enterprises , guarantee the great quantity of the would--be customers and increase the revenue of the tourist operators.

关 键 词：倾听 言语行为 投诉 处理 

分 类 号：F591[经济管理—旅游管理] F203[经济管理—产业经济]