中国网络购物评论中的抱怨语研究  

On Complaints of Chinese Online Shopping Reviews

作　　者：金梅[1] 袁周敏[1] Jin Mei;Yuan Zhou-min(Nanjing University of Posts and Telecommunications,Nanjing 210023,China)

机构地区：[1]南京邮电大学,南京210023

出　　处：《外语学刊》2020年第4期9-14,共6页Foreign Language Research

基　　金：教育部人文社科研究项目“食品安全类网络突发事件舆情的文化话语研究”(14YJC740036);江苏省高校哲学社科研究项目“食品安全类网络舆情的语用互动策略研究”(2016SJD740005)的阶段性成果。

摘　　要：随着数字传播和网络交际的普及,网络购物评论已经成为消费者表达购物体验的重要渠道,同时也是商家改进产品和改善服务的重要信源。本研究以大众点评网的某食品差评为语料,从积极评论占比及其语言特点、抱怨言语行为集和抱怨策略3个维度考察网络购物评论中的抱怨语使用情况。研究发现,差评语料内嵌积极评论达到22.3%,且在语言特点上多表现为使用转折连词、名词性主谓结构以及转折性副词等;与抱怨言语行为共现的言语行为类别主要包括断言类、表情类、指令类和承诺类;抱怨策略集中在明确抱怨和质问谴责上。本研究进一步证实服务态度是影响抱怨语语力的重要变量,并指出网络交际对抱怨语使用的影响。With the popularization of digital communication, consumers prefer to express their likes and dislikes by commenting on their shopping experience. These comments from consumers have become an essential information source for the sellers and shop mana-gers to make improvements on the products or services. The data is collected from the negative comments on food at Dianping.com, one of the largest online platforms hosting consumers’ reviews of restaurants and dishes. The present study explores the characteristics of complaints in the consumers’ reviews in three dimensions: the proportion of positive content and its language features, the speech act set of complaining and complaint strategies. It is found that about 22.3% of the total negative comments are embedded with positive comments featuring adversative conjunctions, nominal subject-predicate structures, adversative adverbials, etc. The speech acts that appear with complaining include assertives, expressives, directives and commisives. Complaint strategies mainly focus on explicit complaint and expression of questioning and accusation. This research further proves that the service attitude is an important variable affecting the illocutionary force of complaints, and then points out the influence of online communication on the use of complaints.

关 键 词：网络购物 抱怨语 积极评论 言语行为集 抱怨策略 服务态度 网络交际 

分 类 号：H030[语言文字—语言学]