人際關係管理理論指導下的酒店平臺網路抱怨語研究  

Platform Based on the Rapport-Management Theory

作　　者：李丹弟 金典 LI Dandi;JIN Dian(Zhejiang Gongshang University,China)

机构地区：[1]浙江工商大學

出　　处：《人文与社科亚太学刊》2024年第4期84-93,共10页Asia-Pacific Journal of Humanities and Social Sciences

摘　　要：本文在Spencer-Oatey的人際關係管理理論的指導下,以攜程網某酒店2021年3月至2024年4月共180條抱怨語為語料,定量考察其面子管理和社會權利與義務管理的實現情況並進行定性分析,再通過定量統計其抱怨策略分佈情況,研究其背後的人際關係取向。研究發現,抱怨者主要對酒店進行素質面子攻擊,重點抱怨其違反聯絡權的問題。通過統計抱怨策略頻數,表明多數抱怨者持和諧關係挑戰取向,但少數抱怨者也持有和諧關係維持取向。本文用定性定量相結合的方式進行分析,為研究網路抱怨語提供了新視角。Under the guidance of Spencer Oatey's Rapport Management Theory,this aricle focuses on 180 negative comments from March 2021 to April 2024 on a hotel platform alled Trip.com Group Limited.It quanitatively invesigates the management of face,sociality,and obligation rights,and analyzes them qualitatively.Besides,it studics the distrbution of complaint strategies in these complaints to figure out their rapport orientations.It was found that complainers mainly atacked the quality facs of the hotel staff and emphasized their violation of asociasiono rights.The frequency of complaint strategies demonstrates that most complainers hold the rapport challenge orientation,but still,some complainers hold the rapport maintenance oricntation.In this paper,both qualitative and quantitative methods are used to provide a new perspective for the study of ooline complains.

关 键 词：酒店平臺 抱怨語 人際關係管理 抱怨策略 關係取向 

分 类 号：G63[文化科学—教育学]