| ACKNOWLEDGEMENTS | 第1-6页 |
| ABSTRACT | 第6-8页 |
| 摘要 | 第8-9页 |
| CONTENTS | 第9-12页 |
| LIST OF TABLES AND FIGURES | 第12-13页 |
| Part I Introduction | 第13-17页 |
| Chapter 1 Introduction | 第13-17页 |
| ·Rational for the study | 第13-14页 |
| ·Aims of the study | 第14-15页 |
| ·Organization of the dissertation | 第15-17页 |
| Part II Literature Review | 第17-37页 |
| Chapter 2 E-mail | 第17-22页 |
| ·The history of e-mail | 第17页 |
| ·E-mail as computer mediated communication | 第17-19页 |
| ·Language features of e-mail | 第19-22页 |
| Chapter 3 Theoretical Framework | 第22-30页 |
| ·An outline of genre theory | 第22-28页 |
| ·The origin of genre | 第22-23页 |
| ·The development of modern genre theory | 第23-28页 |
| ·E-mail as a communicative genre | 第28-30页 |
| Chapter 4 Background Information of Customer E-service | 第30-37页 |
| ·Why e-service | 第30页 |
| ·The tool shop | 第30-34页 |
| ·Friendly e-contact | 第34页 |
| ·Cross-cultural communication | 第34-37页 |
| Part III Empirical Exploration | 第37-64页 |
| Chapter 5 Data Collection | 第37-40页 |
| Chapter 6 Text Features of Business E-mail | 第40-47页 |
| ·Subjects | 第40页 |
| ·Openings | 第40-42页 |
| ·Openings in replies from Chinese companies | 第40-41页 |
| ·Openings in replies from American companies | 第41-42页 |
| ·Closings | 第42-44页 |
| ·Closings in replies from Chinese companies | 第42-43页 |
| ·Closings in replies from American companies | 第43-44页 |
| ·Stylistic register | 第44-45页 |
| ·Conversational features | 第45页 |
| ·Compression, abbreviation and word omission | 第45页 |
| ·Awareness of medium | 第45-47页 |
| Chapter 7 Move Structure Analysis | 第47-64页 |
| ·Procedure of the analysis | 第47页 |
| ·Discourse community | 第47页 |
| ·Communicative purpose | 第47-48页 |
| ·Previous researches on the move structure of business letters | 第48-49页 |
| ·Generic move structure of e-mails from American companies | 第49-56页 |
| ·M 1 Establishing the negotiation chain | 第51-52页 |
| ·M 2 Providing information/answers | 第52-53页 |
| ·M 3 Requesting information | 第53-55页 |
| ·M 4 Inviting for further contact | 第55页 |
| ·M 5 Ending | 第55-56页 |
| ·Generic move structure of e-mails from Chinese companies | 第56-64页 |
| ·M 1 Establishing the business chain | 第58页 |
| ·M 2 Providing information/answers | 第58-61页 |
| ·M 3 Requesting information | 第61-62页 |
| ·M 4 Inviting for further contact | 第62页 |
| ·M 5 Ending | 第62-64页 |
| Part IV Friendly E-contact | 第64-68页 |
| Chapter 8 Customer Friendly E-contact | 第64-66页 |
| Chapter 9 Textual Realization of Customer Friendly E-contact | 第66-68页 |
| Part V Conclusions and Implications | 第68-71页 |
| REFERENCES | 第71-77页 |
| APPENDIX I | 第77-88页 |
| APPENDIX II | 第88-101页 |
