| 摘要 | 第1-5页 |
| ABSTRACT | 第5-9页 |
| Chapter One Introduction | 第9-12页 |
| ·Background of the Study | 第9页 |
| ·Purpose and Significance of the Study | 第9-10页 |
| ·An Overall Structure of the Thesis | 第10-12页 |
| Chapter Two Literature Review | 第12-30页 |
| ·Definitions of Complaint and Complaint Letter | 第12-13页 |
| ·Status Quo of Complaint Study | 第13-17页 |
| ·Functions of complaints | 第13-14页 |
| ·Responses to complaints | 第14页 |
| ·Realization patterns of complaints | 第14-17页 |
| ·Studies about Strategies in Complaint Letters | 第17-19页 |
| ·Face Theory | 第19-22页 |
| ·The overall review of “face”studies | 第19-21页 |
| ·Contrastive studies of “face”in Western and Chinese cultures | 第21-22页 |
| ·Cultural Framework of the Current Study | 第22-28页 |
| ·Cultural dimensions by Hofstede | 第23-25页 |
| ·High/Low context by Hall | 第25-27页 |
| ·The dynamic characteristic of culture | 第27-28页 |
| ·Summary | 第28-30页 |
| Chapter Three Sample Analysis and Strategy Selection | 第30-38页 |
| ·Analysis of Complaint Letter Samples | 第30-34页 |
| ·Corresponding Strategies for the Characteristics of Complaint Letters | 第34-37页 |
| ·Summary | 第37-38页 |
| Chapter Four Methodology | 第38-44页 |
| ·Hypotheses of the Study | 第38-40页 |
| ·Design of the Questionnaire | 第40-42页 |
| ·Subjects | 第42-43页 |
| ·Data Collection | 第43页 |
| ·Data Analysis | 第43-44页 |
| Chapter Five Results and Discussion | 第44-54页 |
| ·Discussion about Hypothesis 1 | 第45-47页 |
| ·Discussion about Hypothesis 2 | 第47-49页 |
| ·Discussion about Hypothesis 3 | 第49-52页 |
| ·Discussion about Hypothesis 4 | 第52-54页 |
| Chapter Six Conclusion | 第54-57页 |
| ·Summary | 第54-55页 |
| ·Implications | 第55页 |
| ·Limitations | 第55-56页 |
| ·Recommendations for Future Study | 第56-57页 |
| Acknowledgements | 第57-58页 |
| References | 第58-61页 |
| Appendices | 第61-62页 |
