| ACKNOWLEDGEMENTS | 第3-4页 |
| ABSTRACT | 第4-5页 |
| 摘要 | 第6-10页 |
| Chapter One Introduction | 第10-13页 |
| 1.1 Research Background | 第10-11页 |
| 1.2 Research Purpose and Significance | 第11页 |
| 1.3 Organization of the Thesis | 第11-13页 |
| Chapter Two Literature Review | 第13-21页 |
| 2.1 Definition of Complaint as a Speech Act | 第13-14页 |
| 2.2 Previous Studies on the Speech Act of Complaints | 第14-16页 |
| 2.3 The Analytical Framework for Complaint Strategies | 第16-19页 |
| 2.4 Previous Studies on Online Complaints: Significance and Issues | 第19页 |
| 2.5 Cultural Variables and Level of Directness | 第19-21页 |
| Chapter Three Methodology | 第21-25页 |
| 3.1 Research Questions | 第21页 |
| 3.2 Data Collection | 第21-23页 |
| 3.3 Data Analysis | 第23-25页 |
| Chapter Four Results and Discussion | 第25-46页 |
| 4.1 Results of Complaint Strategy | 第25-32页 |
| 4.1.1 Complaint Strategy Types | 第25-31页 |
| 4.1.2 Complaint Strategies in Chinese Samples | 第31页 |
| 4.1.3 Complaint Strategies in American Samples | 第31-32页 |
| 4.2 Contrastive Analysis of Complaint Strategies Between Chinese and AmericanSamples | 第32-41页 |
| 4.2.1 The Occurrences of Complaint Strategies Used in Two Samples | 第32-34页 |
| 4.2.2 Level of Directness in Two Samples | 第34-38页 |
| 4.2.3 Similarities of Complaint Strategies between Chinese and AmericanSamples | 第38-39页 |
| 4.2.4 Differences of Complaint Strategies between Chinese and AmericanSamples | 第39-41页 |
| 4.3 Influence of Cultural Variables on the Choice of Strategies | 第41-46页 |
| Chapter Five Conclusion | 第46-49页 |
| 5.1 Major Findings | 第46-47页 |
| 5.2 Limitations of the Study | 第47页 |
| 5.3 Implications for Second Language Education and Further Research | 第47-49页 |
| REFERENCES | 第49-54页 |
| APPENDIX | 第54-59页 |
| 攻读学位期间发表的学术论文 | 第59-61页 |
