【摘要】：作為絲綢之路重鎮(zhèn)和現(xiàn)代旅游城市,敦煌在中國(guó)乃至國(guó)際上以其發(fā)達(dá)的旅游和文化資源聞名。而蘭州作為典型的工業(yè)城市,是甘肅省的政治和經(jīng)濟(jì)中心。敦煌話和蘭州話雖都屬西北方言,但是在語(yǔ)音、語(yǔ)調(diào)、歷史等方面有著很大區(qū)別。這些經(jīng)濟(jì)和語(yǔ)言背景上的差異可能會(huì)造成兩座城市在語(yǔ)用習(xí)慣方面的不同。“一帶一路”政策的實(shí)行對(duì)沿路城市的語(yǔ)用研究提出了全新的要求,忽視這些已然存在的語(yǔ)用差異,必然會(huì)影響城市間的經(jīng)濟(jì)和文化交流。服務(wù)業(yè)是展現(xiàn)城市風(fēng)貌的直接窗口,也是最能體現(xiàn)城市文明禮貌程度的指標(biāo)之一。因此,為了更好地推進(jìn)“一帶一路”政策的實(shí)行,促進(jìn)沿路城市交流,提高城市語(yǔ)用文明程度,對(duì)蘭州和敦煌的服務(wù)業(yè)語(yǔ)用文明現(xiàn)狀進(jìn)行調(diào)查是很有必要的。以往對(duì)蘭州和敦煌的語(yǔ)言研究既缺乏變異語(yǔ)用學(xué)的新視角,也鮮有涉及服務(wù)業(yè)對(duì)話,而本研究從變異語(yǔ)用學(xué)角度出發(fā),以敦煌和蘭州服務(wù)人員對(duì)請(qǐng)求的回應(yīng)話語(yǔ)為研究對(duì)象,探究了兩城市的語(yǔ)用文明現(xiàn)狀。本文選取請(qǐng)求言語(yǔ)行為作為研究對(duì)象。請(qǐng)求是一種威脅說(shuō)話雙方面子的言語(yǔ)行為,因此如何對(duì)請(qǐng)求進(jìn)行回應(yīng),是衡量說(shuō)話人禮貌認(rèn)知和禮貌策略使用水平的重要標(biāo)準(zhǔn)。國(guó)外一些文獻(xiàn)對(duì)請(qǐng)求回應(yīng)的研究未必適用于中國(guó)文化背景和語(yǔ)言習(xí)慣,而國(guó)內(nèi)的請(qǐng)求回應(yīng)研究視角陳舊,沒(méi)有涉及到中國(guó)兩城市間的語(yǔ)用對(duì)比。因此,本研究從變異語(yǔ)用學(xué)角度對(duì)蘭州和敦煌服務(wù)人員回應(yīng)請(qǐng)求的話語(yǔ)進(jìn)行了對(duì)比研究。本研究使用定性定量相結(jié)合的方式,通過(guò)角色扮演法,分析了年齡和性別因素對(duì)蘭州敦煌兩城市服務(wù)人員回應(yīng)請(qǐng)求時(shí)所用策略的影響。本文在比較兩城市服務(wù)人員回應(yīng)請(qǐng)求話語(yǔ)的基礎(chǔ)上,分析了造成這些現(xiàn)象的原因。蘭州和敦煌各有十六名角色扮演人員參與調(diào)研,男老組、女老組、男青組和女青組各四名。扮演人員經(jīng)培訓(xùn)掌握了必需的交流和設(shè)備操作技能。扮演人員在隨機(jī)抽樣抽出的服務(wù)類(lèi)場(chǎng)所發(fā)出請(qǐng)求,錄下全程對(duì)話,其請(qǐng)求話語(yǔ)事先設(shè)計(jì)好,涉及事物大小和請(qǐng)求禮貌程度都加以控制。最終,32名扮演人員共在兩城市的107個(gè)地點(diǎn)收集了1712組有效對(duì)話。數(shù)據(jù)分析方法借鑒了跨文化言語(yǔ)行為研究項(xiàng)目的研究方法。根據(jù)收集到的語(yǔ)料,得出以下主要結(jié)論:(1)在稱(chēng)呼語(yǔ)、主言語(yǔ)行為和后附加策略上,顧客性別差異對(duì)敦煌服務(wù)人員回應(yīng)請(qǐng)求的話語(yǔ)有顯著性影響。(2)在稱(chēng)呼語(yǔ)、主言語(yǔ)行為、回應(yīng)角度和后附加策略上,年齡差異對(duì)敦煌服務(wù)人員回應(yīng)請(qǐng)求的話語(yǔ)有顯著性影響。(3)在問(wèn)候語(yǔ)、主言語(yǔ)行為和回應(yīng)角度上,顧客性別差異對(duì)蘭州服務(wù)人員回應(yīng)請(qǐng)求的話語(yǔ)有顯著性影響。(4)在問(wèn)候語(yǔ)、稱(chēng)呼語(yǔ)、主言語(yǔ)行為和前后附加策略上,年齡差異對(duì)蘭州服務(wù)人員回應(yīng)請(qǐng)求的話語(yǔ)有顯著性影響。(5)在稱(chēng)呼語(yǔ)、問(wèn)候語(yǔ)和前后附加策略上,敦煌和蘭州服務(wù)人員回應(yīng)請(qǐng)求的話語(yǔ)有顯著性差異。收集數(shù)據(jù)表明兩個(gè)城市的服務(wù)人員都傾向于對(duì)男性顧客和青年顧客使用更禮貌的回應(yīng)方式,這與中國(guó)社會(huì)的傳統(tǒng)家庭模式和話語(yǔ)權(quán)歸屬,以及互聯(lián)網(wǎng)和移動(dòng)端發(fā)展帶來(lái)的青年群體成為消費(fèi)主力軍的經(jīng)濟(jì)趨勢(shì)有關(guān)。兩個(gè)城市對(duì)比看來(lái),敦煌作為傳統(tǒng)的旅游城市,其服務(wù)人員在回應(yīng)顧客請(qǐng)求時(shí)更加禮貌。這得益于敦煌每年的全市文明禮貌宣傳活動(dòng)和深入人心的文明觀念。
[Abstract]:As an important town on the Silk Road and a modern tourist city, Dunhuang is famous for its developed tourism and cultural resources in China and even in the world. As a typical industrial city, Lanzhou is the political and economic center of Gansu Province. Differences in economic and linguistic backgrounds may cause differences in pragmatic habits between two cities. The implementation of the policy of "one belt and one road" puts forward new demands on pragmatic studies along the way. Ignoring these existing pragmatic differences will inevitably affect economic and cultural exchanges between cities. Therefore, in order to better promote the implementation of the "one belt and one way" policy, promote urban communication and enhance the level of urban pragmatic civilization, it is necessary to investigate the status quo of the pragmatic civilization of service industry in Lanzhou and Dunhuang. In the past, Lanzhou and Dunhuang were used to investigate the status quo. Language research lacks a new perspective of deviant pragmatics and seldom involves service industry dialogues. From the perspective of deviant pragmatics, this study explores the status quo of pragmatic civilization in Dunhuang and Lanzhou based on the responding discourse of service personnel to requests. As speech acts threatening the face of both speakers, how to respond to requests is an important criterion to measure the speaker's politeness cognition and use of politeness strategies. Therefore, this study makes a contrastive study of the responses of service personnel in Lanzhou and Dunhuang from the perspective of variational pragmatics. This study uses qualitative and quantitative methods to analyze the age and gender factors used by service personnel in Dunhuang and Lanzhou in responding to requests. Based on the comparison of service personnel's response to requests in Lanzhou and Dunhuang, this paper analyzes the causes of these phenomena. Sixteen role-playing personnel from Lanzhou and Dunhuang participated in the survey, including four from the old men's group, four from the old women's group, four from the young men's group and four from the young women's group. In the end, a total of 1712 groups of effective dialogues were collected from 107 locations in the two cities by 32 actors. Based on the collected corpus, the main conclusions are as follows: (1) In terms of address, subject speech act and post-attachment strategy, gender differences have a significant impact on the response of Dunhuang service staff to requests. (2) Age differences have a significant impact on Dunhuang service staff in terms of address, subject speech act, response angle and post-attachment strategy. (3) From the perspectives of greetings, subject speech acts and responses, the gender differences of customers have a significant impact on the responsiveness of Lanzhou service personnel to requests. (4) Age differences have a significant effect on the responsiveness of Lanzhou service personnel to requests in terms of greetings, addresses, subject speech acts and additional strategies. (5) There was a significant difference in the addresses, greetings and post-supplementary strategies between Dunhuang and Lanzhou. The data collected showed that service workers in both cities tended to use more polite responses to male and young customers, which was a traditional family pattern in Chinese society. Compared with the traditional tourist cities, Dunhuang is more polite in responding to customers'requests. This is due to the annual civilized and polite publicity activities and the popularity of Dunhuang. The concept of civilization.
【學(xué)位授予單位】：蘭州大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類(lèi)號(hào)】：H136

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本文編號(hào)：2195069