| Abstract in English | 第9-12页 |
| Abstract in Chinese | 第13-18页 |
| Chapter One Introduction | 第18-25页 |
| 1.1 Background of the Study | 第18-19页 |
| 1.2 Statement of the Problem | 第19-21页 |
| 1.3 Objectives of the Study | 第21-22页 |
| 1.4 Significance of the Study | 第22-24页 |
| 1.5 Organization of the Dissertation | 第24-25页 |
| Chapter Two Literature Review | 第25-64页 |
| 2.1 Introduction | 第25-27页 |
| 2.2 Conversation Analysis | 第27-34页 |
| 2.2.1 Research Tradition of Conversation Analysis | 第27-30页 |
| 2.2.1.1 Data Source of Conversation Analysis | 第27-28页 |
| 2.2.1.2 Fundamental Assumptions of Conversation Analysis | 第28-29页 |
| 2.2.1.3 Research Lines of Conversation Analysis | 第29-30页 |
| 2.2.2 Institutional Talk | 第30-34页 |
| 2.3 Previous Studies of Request and Response in Conversation Analysis | 第34-62页 |
| 2.3.1 General Studies of Request and Response in Conversation Analysis | 第34-38页 |
| 2.3.2 Request and Response in Ordinary Talk | 第38-42页 |
| 2.3.3 Request and Response in Institutional Settings | 第42-62页 |
| 2.3.3.1 Request and Response in Emergency Calls | 第43-52页 |
| 2.3.3.2 Request and Response in Commercial Services | 第52-57页 |
| 2.3.3.3 Request and Response in Medical Encounters | 第57-61页 |
| 2.3.3.4 Request and Response in Other Institutional Settings | 第61-62页 |
| 2.4 Research Gaps and Research Questions | 第62-63页 |
| 2.5 Summary | 第63-64页 |
| Chapter Three Theoretical and Analytical Framework | 第64-82页 |
| 3.1 Introduction | 第64页 |
| 3.2 Theoretical Framework | 第64-68页 |
| 3.2.1 Interaction Order | 第64-67页 |
| 3.2.2 Moral Order | 第67-68页 |
| 3.3 Analytical Framework: Sequence Organization in Conversation Analysis | 第68-81页 |
| 3.3.1 Speech Act Theory and Conversation Analysts' Comments | 第69-72页 |
| 3.3.2 Action Formation and Ascription in Conversation Analysis | 第72-78页 |
| 3.3.3 Sequence Organization of Actions in Conversation Analysis | 第78-81页 |
| 3.4 Summary | 第81-82页 |
| Chapter Four Methodology | 第82-89页 |
| 4.1 Introduction | 第82页 |
| 4.2 Data Source | 第82-84页 |
| 4.3 Data Collection | 第84页 |
| 4.4 Data Analysis | 第84-88页 |
| 4.5 Summary | 第88-89页 |
| Chapter Five Formulating Requests by Reporting Problems | 第89-130页 |
| 5.1 Introduction | 第89页 |
| 5.2 Initiation of Callers' Problem Presentations | 第89-91页 |
| 5.3 Prefaces of Callers' Problem Presentations | 第91-94页 |
| 5.4 Construction of Callers' Problem Presentations | 第94-122页 |
| 5.4.1 Request for Information | 第94-96页 |
| 5.4.2 Request for Assistance | 第96-122页 |
| 5.4.2.1 Credibility of Callers' Requests | 第96-98页 |
| 5.4.2.2 Legitimacy of Callers' Requests | 第98-104页 |
| 5.4.2.3 Relevance of Callers' Requests | 第104-115页 |
| 5.4.2.4 Callers' Entitlement to Make Requests | 第115-122页 |
| 5.5 Ending of Callers' Problem Presentations | 第122-128页 |
| 5.5.1 Repetition as a Way of Ending Problem Presentations | 第122-124页 |
| 5.5.2 Callers' Summaries of Stances on Reported Problems | 第124-127页 |
| 5.5.3 Making Direct Requests as a Way of Ending Problem Presentations | 第127-128页 |
| 5.6 Summary | 第128-130页 |
| Chapter Six Post-expansion of Problem Presentations | 第130-172页 |
| 6.1 Introduction | 第130页 |
| 6.2 The Host's Role | 第130-160页 |
| 6.2.1 Finding out the Nature of Reported Problems | 第130-147页 |
| 6.2.2 Finding out Callers' Stances on Reported Problems | 第147-160页 |
| 6.3 The Caller's Role | 第160-171页 |
| 6.4 Summary | 第171-172页 |
| Chapter Seven Responses to Reported Problems and Closure of Telephone Calls | 第172-278页 |
| 7.1 Introduction | 第172页 |
| 7.2 Providing Immediate Help | 第172-184页 |
| 7.3 Future-oriented Responses | 第184-254页 |
| 7.3.1 Future-oriented Responses under Callers' Control | 第185-203页 |
| 7.3.2 Future-oriented Responses under Directors' Control | 第203-254页 |
| 7.3.2.1 Callers' Acceptance | 第203-207页 |
| 7.3.2.2 Callers' Resistance | 第207-230页 |
| 7.3.2.3 The Host's Resistance | 第230-254页 |
| 7.4 Providing No Help | 第254-276页 |
| 7.5 Summary | 第276-278页 |
| Chapter Eight Generation Mechanism of Request and Response in ChinesePublic Service Calls | 第278-305页 |
| 8.1 Introduction | 第278页 |
| 8.2 Actions Performed in Different Phases of Chinese Public Service Calls | 第278-280页 |
| 8.3 Process of Accomplishing Institutional Task | 第280-302页 |
| 8.3.1 Callers' Problem Presentations | 第280-281页 |
| 8.3.2 Post-expansion of Problem Presentations | 第281-285页 |
| 8.3.3 Directors' Responses to Reported Problems | 第285-288页 |
| 8.3.4 Resistance to Directors' Responses | 第288-295页 |
| 8.3.5 Responses to Resistance | 第295-300页 |
| 8.3.6 Ending of Request Sequences | 第300-302页 |
| 8.4 Mechanism of Requests and Responses in Chinese Public Service Calls | 第302-304页 |
| 8.5 Summary | 第304-305页 |
| Chapter Nine Conclusion | 第305-317页 |
| 9.1 Introduction | 第305页 |
| 9.2 Summary of the Present Study | 第305-309页 |
| 9.3 Implications of the Present Study | 第309-315页 |
| 9.3.1 Implications for Directors' Responses to Citizens' Problems | 第310-314页 |
| 9.3.1.1 Eliminating Callers' Concerns and Misunderstandings | 第310-312页 |
| 9.3.1.2 Allowing Citizens to Have Control over Solutions to TheirProblems | 第312页 |
| 9.3.1.3 Delivering Responses Based on Callers' Epistemic Status | 第312-313页 |
| 9.3.1.4 Avoiding Evasions | 第313-314页 |
| 9.3.1.5 Delivering Responses from Managers' Perspective | 第314页 |
| 9.3.2 Implications for Responses to Requests in Other Service Calls | 第314-315页 |
| 9.4 Limitations of the Present Study | 第315页 |
| 9.5 Suggestions for Future Research | 第315-317页 |
| References | 第317-331页 |
| Appendix Ⅰ | 第331-333页 |
| Acknowledgements | 第333-335页 |
| Publication | 第335-336页 |
| 学位论文评阅及答辩情况表 | 第336页 |
