| 中文摘要 | 第3-5页 |
| ABSTRACT | 第5-6页 |
| Chapter One Introduction | 第9-14页 |
| 1.1 Study Background | 第9-12页 |
| 1.1.1 Consumer-generated Content (CGC) and Computer-mediated Communication (CMC) | 第9-10页 |
| 1.1.2 Study on the Speech Act of Complaining | 第10-12页 |
| 1.2 Purpose of the Study | 第12页 |
| 1.3 Significance of the Study | 第12-13页 |
| 1.4 Organization of the Thesis | 第13-14页 |
| Chapter Two Literature Review | 第14-27页 |
| 2.1 Definition of Complaint | 第14-15页 |
| 2.2 Two Models of Complaint Strategies | 第15-19页 |
| 2.2.1 Olshtain and Weinbach’s Complaint Strategies | 第16-17页 |
| 2.2.2 Trosborg’s Complaint Strategies | 第17-19页 |
| 2.3 Working Framework for Current Study | 第19-21页 |
| 2.4 Theories on Intercultural Communication | 第21-23页 |
| 2.4.1 Language, Culture and Intercultural Communication | 第21-22页 |
| 2.4.2 Hofstede’s Culture Dimension of Individualism and Collectivism | 第22页 |
| 2.4.3 Hall’s Theory of High-Context and Low-Context | 第22-23页 |
| 2.5 Previous Studies on Speech Act of Complaining | 第23-27页 |
| 2.5.1 Relevant Studies on the Two Models of Complaint Strategies | 第23-24页 |
| 2.5.2 Comparative Studies on the Speech Act of Complaining in Cultural Perspective | 第24-27页 |
| Chapter Three Methodology | 第27-31页 |
| 3.1 Research Questions | 第27页 |
| 3.2 Sample Collection | 第27-29页 |
| 3.2.1 TripAdvisor | 第27-28页 |
| 3.2.2 Principles of Selecting Samples | 第28-29页 |
| 3.2.3 Selection of Samples | 第29页 |
| 3.3 Sample Analysis | 第29-31页 |
| 3.3.1 Principles of Analyzing Samples | 第29-30页 |
| 3.3.2 Procedure of Analyzing Samples | 第30-31页 |
| Chapter Four Results and Discussions | 第31-56页 |
| 4.1 Results of Complaint Strategies | 第31-36页 |
| 4.1.1 The New Model of Complaint Strategies | 第31-34页 |
| 4.1.2 Complaint Strategies in Chinese Samples | 第34-35页 |
| 4.1.3 Complaint Strategies in American Samples | 第35-36页 |
| 4.2 Comparison of Complaint Strategies between Chinese andAmerican Samples | 第36-44页 |
| 4.2.1 Comparison of Chinese and American Samples according to the Prior Order of Complaint Strategies | 第36-37页 |
| 4.2.2 Comparison of Every Complaint Strategy between Chinese and American Samples | 第37-44页 |
| 4.3 Detailed Sample Analysis | 第44-50页 |
| 4.3.1 Complaint Strategies in the Chinese Samples | 第44-47页 |
| 4.3.2 Complaint Strategies in the American Samples | 第47-50页 |
| 4.4 Discussions | 第50-55页 |
| 4.4.1 Similarities of Complaint Strategies between Chinese and American Samples | 第51-52页 |
| 4.4.2 Differences of Complaint Strategies between Chinese and American Samples | 第52-55页 |
| 4.5 Summary | 第55-56页 |
| Chapter Five Conclusions and Implications | 第56-59页 |
| 5.1 Summary of the Findings | 第56-57页 |
| 5.2 Implications of the Present Study | 第57-58页 |
| 5.3 Limitations and Suggestions for Future Studies | 第58-59页 |
| Acknowledgements | 第59-60页 |
| References | 第60-65页 |
| Appendix | 第65-67页 |
| Appendix A 作者在攻读硕士学位期间发表的论文目录 | 第65页 |
| Appendix B Some Samples | 第65-67页 |
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