| Acknowledgements | 第1-5页 |
| Abstract | 第5-7页 |
| 中文摘要 | 第7-13页 |
| Chapter One Introduction | 第13-18页 |
| ·Definition | 第13-15页 |
| ·The Classification of Complaints | 第15-16页 |
| ·Directness of Complaint | 第16-17页 |
| ·The Goal of Research | 第17-18页 |
| Chapter Two Literature Review | 第18-28页 |
| ·Early Researches | 第18-22页 |
| ·Researches in the Fields of CA(Conversational Analysis) | 第22-25页 |
| ·Internal Relative Researches in Other Fields | 第25-28页 |
| Chapter Three The Theoretical Framework and Methodology | 第28-34页 |
| ·The Theoretical Basis Used to Analyze the Corpus | 第28-30页 |
| ·The Relationship between Complainer,Recipient and Other Participants(listeners) | 第30-32页 |
| ·Affective Factors | 第32页 |
| ·Other Supporting Theories | 第32-33页 |
| ·The Collection of the Corpus | 第33-34页 |
| Chapter Four The Characteristics of Complaint Calls | 第34-40页 |
| ·The General Characteristics of Complaint Calls | 第34-36页 |
| ·Complaint Calls As Direct Complaints | 第34-35页 |
| ·Complaint Calls As Institutional Talks | 第35-36页 |
| ·Complaint Calls As Telephone Calls | 第36页 |
| ·The Characteristics of Language in Complaint Calls | 第36-40页 |
| ·The Polite Language And Impolite Language | 第37-38页 |
| ·Psychological Reasons Which Affect the Participants' Word Choosing | 第38页 |
| ·The Stance That the Participants Taken | 第38-40页 |
| Chapter Five The Structural Analysis of Complaint Calls | 第40-49页 |
| ·The Analysis of Telephone Openings in Complaint Calls | 第40-43页 |
| ·The Analysis of Telephone Closings in Complaint Calls | 第43-46页 |
| ·The Analysis of Topic Management in Complaint Calls | 第46-49页 |
| Chapter Six Conclusion and Outlook | 第49-53页 |
| ·The General Review of the Thesis | 第49-50页 |
| ·Main Findings And Limitations of This Thesis | 第50-51页 |
| ·Main Findings And Break Through | 第50-51页 |
| ·Limitations | 第51页 |
| ·The Development Prospect of This Research | 第51-53页 |
| Bibliography | 第53-57页 |
| Appendix A | 第57-60页 |
| Appendix B | 第60-63页 |
| Appendix C | 第63-65页 |
| Appendix D | 第65-68页 |
| Appendix E | 第68-69页 |
| 攻读学位期间取得的研究成果 | 第69-70页 |
| 个人简况及联系方式 | 第70-72页 |
