关系身份构建视域下中美酒店线上差评回复中的人称指示语对比研究  

A Comparative Study of Person Deixis in Chinese and American Hotels’Online Responses to Negative Reviews:A Perspective of Relational Identity Construction

作　　者：蒋婷[1] 唐平 Jiang Ting;Tang Ping

机构地区：[1]重庆大学,重庆401331 [2]重庆市江津李市中学校,重庆402275

出　　处：《中国ESP研究》2024年第3期81-92,176,共13页Chinese Journal of ESP

基　　金：2023年度重庆市研究生教育“课程思政”示范项目(项目编号:YKCSZ23007);2023年度重庆市语言文字科研项目重点项目(项目编号:yyk23110);2022年度重庆大学外国语学院思政项目(项目编号:FLC01)的阶段性研究成果。

摘　　要：本文针对人称指示语,对比分析中美酒店对线上差评的回复话语,探讨中美酒店与顾客之间关系身份构建的异同。研究表明:中美酒店对人称指示语资源分配兼具不平衡性,且对于顾客指称的表现形式上有较大差异;籍此构建的酒店—顾客关系身份差异显著。究其因,美国属于低权力距离国家,并崇尚平等的人际关系,因此美国酒店线上差评回复中倾向于运用一致式人称指示语构建平等友好的复合关系身份;而中国属于高权力距离国家,遵循“贬己尊人”原则,并在营销中渗透人情关系,因此中国酒店倾向于用曲折所指以及变异式人称指示语改变与顾客之间的社会距离,以此构建变异关系身份。Hotels’active response to negative reviews is an important language strategy to deal with misunderstandings and conflicts between hotels and customers.This study analyzes American and Chinese hotels’responses to explore their features of the construction of relational identity between hotels and customers from the perspective of person deixis.The results reveal the overall distribution of both hotels’person deixis is unbalanced and there exist some differences in the denotations of customers.And there are some differences in the ways of relational identity construction.To be specific,American hotels advocate low power and equal interpersonal relationship in communication,so American hotels tend to construct more equal and cordial transitional identity through the use of coincident matching form(CMF)of realization;while Chinese hotels advocate high power and the principle of disgracing oneself while honoring others in communication,and the penetration of“renqing”relationship in the Chinese marketing,so Chinese hotels tend to change the social distance between hotels and customers by applying variational matching form(VMF)of realization and winding reference,thus constructing the variant identity.

关 键 词：中美酒店 差评回复 关系身份 人称指示语 对比研究 

分 类 号：F27[经济管理—企业管理]