| ABSTRACT | 第1-10页 |
| 摘要 | 第10-12页 |
| List of Tables and figures | 第12-13页 |
| Transcription symbols | 第13-14页 |
| Chapter One Introduction | 第14-18页 |
| ·Research questions | 第15-16页 |
| ·Significance of the study | 第16-17页 |
| ·Organization of the thesis | 第17-18页 |
| Chapter Two Literature Review | 第18-44页 |
| ·Studies of complaints | 第18-37页 |
| ·The complaint speech act | 第18-19页 |
| ·Studies of complaints at home and abroad | 第19-37页 |
| ·Studies of complaints abroad | 第19-28页 |
| ·studies of complaints at home | 第28-34页 |
| ·Studies of consumer complaints - a brief review | 第34-37页 |
| ·Studies of complaint-responses | 第37-41页 |
| ·Studies of complaint-responses abroad | 第37-40页 |
| ·Domestic studies of complaint-responses | 第40-41页 |
| ·Studies of institutional talk in interaction | 第41-42页 |
| ·Achievements and Limitations of previous studies | 第42-44页 |
| Chapter Three Theoretical Framework | 第44-52页 |
| ·A brief introduction of Conversation Analysis | 第44-45页 |
| ·Sequence organization | 第45-52页 |
| ·Adjacency pair as the unit for sequence construction | 第45-46页 |
| ·Pre-expansion，insert expansion and post-expansion | 第46-51页 |
| ·Sequence-closing sequences | 第51-52页 |
| Chapter Four Data Analysis and Methodology | 第52-57页 |
| ·Definitions | 第52页 |
| ·Data collection | 第52-56页 |
| ·Procedure of data analysis | 第56页 |
| ·Research method | 第56-57页 |
| Chapter Five Conversation Analysis of Complaints and Their Responses | 第57-99页 |
| ·Structure of the ifrst category of complaint sequences | 第57-76页 |
| ·Initiation | 第58-63页 |
| ·Core part | 第63-68页 |
| ·Complaint development | 第68-74页 |
| ·Closing | 第74-76页 |
| ·A basic pattern | 第76页 |
| ·Structure of the second category of complaints | 第76-92页 |
| ·Initiation | 第77-85页 |
| ·Preliminary cues | 第77-81页 |
| ·Responses to preliminary cues | 第81-84页 |
| ·Possible complaints | 第84-85页 |
| ·Core part | 第85-91页 |
| ·Closing | 第91-92页 |
| ·A basic pattern | 第92页 |
| ·Employment of interruption and overlap devices | 第92-99页 |
| ·Who takes the initiative? | 第92-95页 |
| ·Who withdraw when overlap occurs? | 第95-99页 |
| ·Three results when PO interrupts | 第96-97页 |
| ·Two results when C interrupts | 第97-99页 |
| Chapter Six Pragmatic Interpretation of Complaints and Their Responses | 第99-114页 |
| ·Related theories | 第99-108页 |
| ·Speech act theory | 第99-101页 |
| ·What is a speech act? | 第99-100页 |
| ·Indirectness of speech act | 第100-101页 |
| ·Classification of speech acts | 第101页 |
| ·Grice's Cooperative Principle | 第101-102页 |
| ·Politeness Principle | 第102-104页 |
| ·Leech's Politeness Theory | 第102-104页 |
| ·Xu's alteration of Leech's PP | 第104页 |
| ·Brown and Levinson's Face Theory | 第104-107页 |
| ·What is "face"? | 第104-105页 |
| ·Intrinsic FTAs | 第105页 |
| ·Strategies for doing FTAs | 第105-106页 |
| ·The payoffs | 第106-107页 |
| ·Social variables | 第107页 |
| ·Power asymmetry in institutional settings | 第107-108页 |
| ·Interpretation | 第108-114页 |
| ·Interpretation in terms of speech act | 第108-109页 |
| ·Interpretation in terms of politeness | 第109-111页 |
| ·Interpretation in terms of institutional power | 第111-114页 |
| ·Institution interaction is goal-oriented | 第111-112页 |
| ·Power asymmetry in institutional interaction | 第112-114页 |
| Chapter Seven Conclusion | 第114-118页 |
| ·Major findings | 第114-116页 |
| ·Significance and implications | 第116页 |
| ·Limitations and suggestions for further research | 第116-118页 |
| Bibliography | 第118-122页 |
| Acknowledgement | 第122-123页 |
| 学位论文评阅及答辩情况表 | 第123页 |
