| ACKNOWLEDGEMENTS | 第5-6页 |
| ABSTRACT | 第6页 |
| 摘要 | 第7-8页 |
| CONTENTS | 第8-10页 |
| LIST OF ABBREVIATIONS | 第10-11页 |
| LIST OF TABLES | 第11-12页 |
| CHAPTER ONE INTRODUCTION | 第12-18页 |
| 1.1 Research Background | 第12-13页 |
| 1.2 Rationale | 第13-14页 |
| 1.3 Research Questions | 第14-15页 |
| 1.4 Significance | 第15-16页 |
| 1.5 Organization of the Study | 第16-18页 |
| CHAPTER TWO LITERATURE REVIEW | 第18-34页 |
| 2.1 Studies of Public Discourse | 第18-20页 |
| 2.2 An Overview of Complaints | 第20-25页 |
| 2.2.1 Definition of Complaints | 第20-22页 |
| 2.2.2 Complaints as a Speech Act | 第22-23页 |
| 2.2.3 Classification of Complaints | 第23-25页 |
| 2.3 Previous Studies of Complaints and Complaint Responses | 第25-29页 |
| 2.3.1 Pragmatic Research on Complaints | 第25-27页 |
| 2.3.2 Ethnographic Studies of Complaints | 第27-29页 |
| 2.4 Complaints and Face-threatening | 第29-31页 |
| 2.4.1 Face and Face-threatening | 第29-30页 |
| 2.4.2 Complaints and Face-threatening | 第30-31页 |
| 2.5 Complaints and Conflicts | 第31-33页 |
| 2.6 Summary | 第33-34页 |
| CHAPTER THREE THEORETICAL FRAMEWORK | 第34-46页 |
| 3.1 Laforest's Complaint and Complaint Response Strategies | 第34-40页 |
| 3.1.1 Laforest's Complaint Realization Strategies | 第34-37页 |
| 3.1.2 Laforest's Complaint Response Strategies | 第37-40页 |
| 3.2 Directness Levels and Modality Markers in Complaints and Complaint Responses | 第40-46页 |
| 3.2.1 Directness Levels in Complaints | 第40-42页 |
| 3.2.2 Modality Markers in Complaints | 第42-46页 |
| CHATER FOUR DATA COLLECTION AND RESEARCH METHODS | 第46-50页 |
| 4.1 Data Collection | 第46-47页 |
| 4.2 Research Methods | 第47-48页 |
| 4.3 Research Procedure | 第48-50页 |
| CHATER FIVE FINDINGS AND ANALYSIS | 第50-84页 |
| 5.1 Realizations of Complaint and Complaint Response Employed by Chinese and American Online Shopping Consumers and Sellers | 第50-64页 |
| 5.1.1 Comparison of Complaint Realizations Employed by Chinese and American online Shopping Consumers | 第50-56页 |
| 5.1.2 Comparison of Complaint Response Realizations Employed by Chinese and American Online Shopping Sellers | 第56-64页 |
| 5.2 Comparison of Directness and Severity Levels in Chinese and American Online Shopping Complaints and Complaint Responses | 第64-78页 |
| 5.2.1 Comparison of Directness Levels in Chinese and American Online Shopping Complaints and Complaint Responses | 第65-66页 |
| 5.2.2 Comparison of Severity Levels in Chinese and American Online Shopping Complaints and Complaint Responses | 第66-78页 |
| 5.3 Explanations for the Analysis of Complaints and Complaint Responses by Chinese and American Online Shopping Consumers and Sellers | 第78-84页 |
| 5.3.1 Analysis from the Perspective of Face-threatening | 第78-81页 |
| 5.3.2 Analysis from the Perspective of Conflict Management | 第81-84页 |
| CHAPTER SIX CONCLUSIONS | 第84-88页 |
| 6.1 Summary of the Findings | 第84-85页 |
| 6.2 Implications | 第85-86页 |
| 6.3 Limitations | 第86-87页 |
| 6.4 Suggestions for Further Research | 第87-88页 |
| REFERENCES | 第88-101页 |
| APPENDICES | 第101-148页 |
| AppendixⅠ | 第101-109页 |
| Appendix Ⅱ | 第109-122页 |
| Appendix Ⅲ | 第122-140页 |
| Appendix Ⅳ | 第140-148页 |
