| Acknowledgements | 第4-5页 |
| Abstract | 第5-7页 |
| 摘要 | 第8-13页 |
| List of Abbreviations | 第13-14页 |
| Chapter One Introduction | 第14-19页 |
| 1.1 Research Background | 第14-16页 |
| 1.2 Significance and Necessity of the Study | 第16-17页 |
| 1.3 Objectives of the Study | 第17-18页 |
| 1.4 Organization of the Thesis | 第18-19页 |
| Chapter Two Literature Review | 第19-33页 |
| 2.1 Theoretical Framework | 第19-23页 |
| 2.1.1 Speech Act Theory | 第19页 |
| 2.1.2 Politeness Principle | 第19-22页 |
| 2.1.3 Brown and Levinson's Face Saving Theory | 第22-23页 |
| 2.2 Complaint Speech Acts | 第23-28页 |
| 2.2.1 Definitions of Complaint Speech Acts | 第23-24页 |
| 2.2.2 Classifications of Complaint Speech Acts | 第24页 |
| 2.2.3 Prerequisites and Implementation Models of Complaint Speech Acts | 第24-25页 |
| 2.2.4 Foreign Studies on Complaint Speech Acts | 第25-27页 |
| 2.2.5 Domestic Studies on Complaint Speech Acts | 第27-28页 |
| 2.3 Personality | 第28-33页 |
| 2.3.1 Concepts of Personality | 第28-29页 |
| 2.3.2 Classifications of Personality | 第29-30页 |
| 2.3.3 Introversion and Extroversion | 第30-31页 |
| 2.3.4 Studies on Personality Types | 第31-33页 |
| Chapter Three Methodology | 第33-42页 |
| 3.1 Establishment of Common Complaining Situations and Complaint Strategies | 第33-37页 |
| 3.1.1 Group Interviews | 第33-35页 |
| 3.1.2 Online Poll | 第35-36页 |
| 3.1.3 Online Questionnaire | 第36-37页 |
| 3.2 Research Subjects | 第37页 |
| 3.3 Research Instruments | 第37-39页 |
| 3.3.1 Instrument for Investigating Participants'Personality (Introversion/Extroversion) | 第37-38页 |
| 3.3.2 Instrument for Investigating Participants' use of Complaint Strategies in Chinese | 第38-39页 |
| 3.3.3 Semi-structured Interview | 第39页 |
| 3.4 Pilot Study | 第39-40页 |
| 3.5 Data Collection and Analysis Procedures | 第40-42页 |
| Chapter Four Results and Discussions | 第42-63页 |
| 4.1 Personality Differences in Chinese Complaint Strategies | 第42-43页 |
| 4.2 Personality Differences in Chinese Complaint Strategies Associated with Social Distance and Social Status | 第43-58页 |
| 4.2.1 Complaint Strategies Associated with Social Distance | 第44-52页 |
| 4.2.2 Complaint Strategies Associated with Social Status | 第52-58页 |
| 4.3 Effect of Personality Type on Complaint Strategies in Chinese | 第58-63页 |
| 4.3.1 Overall Distributions of Chinese Complaint Strategies | 第58-59页 |
| 4.3.2 Distributions of Chinese Complaint Strategies between Introverts and Extroverts | 第59-61页 |
| 4.3.3 Regression Analysis | 第61-63页 |
| Chapter Five Conclusion | 第63-68页 |
| 5.1 Major Findings of the Study | 第63-64页 |
| 5.2 Implications of the Study | 第64-65页 |
| 5.3 Limitations of the Study and Suggestions for Further Research | 第65-68页 |
| Works Cited | 第68-72页 |
| Appendices | 第72-74页 |
