| 内容提要 | 第1-6页 |
| Synopsis | 第6-9页 |
| Introduction | 第9-12页 |
| Chapter One Literature Review | 第12-27页 |
| ·Theories related to the study of complaints | 第12-14页 |
| ·Leech’s Politeness Principle | 第12-13页 |
| ·Brown and Levinson’s Face Theory | 第13-14页 |
| ·Previous studies of complaints | 第14-21页 |
| ·The speech act of complaining | 第14-17页 |
| ·Comparative studies of complaints at home and abroad | 第17-21页 |
| ·Previous studies of complaint-responses | 第21-27页 |
| ·Foreign studies of complaint-responses | 第21-25页 |
| ·Domestic studies of complaint-responses | 第25-27页 |
| Chapter Two Research Methodology and Procedure | 第27-34页 |
| ·Research design | 第27-28页 |
| ·Subjects | 第28-29页 |
| ·Instruments | 第29-31页 |
| ·Contextual variables | 第31-32页 |
| ·Research procedure | 第32-34页 |
| Chapter Three A Comparison of Complaints and Their Responses in English and Chinese | 第34-61页 |
| ·A comparison of complaints in English and Chinese | 第34-48页 |
| ·Complaint strategies used in English and Chinese | 第34-41页 |
| ·A comparison of complaint strategies in English and Chinese | 第41-48页 |
| ·Str.1: Below the level of reproach | 第41-43页 |
| ·Str.2: No explicit reproach | 第43-44页 |
| ·Str.3: Expression of annoyance or disapproval | 第44-45页 |
| ·Str.4: Explicit complaint | 第45-46页 |
| ·Str.5: Accusation and warning | 第46-47页 |
| ·Str.6: Immediate threat | 第47-48页 |
| ·Frequency of complaint strategies with different contextual variables | 第48-52页 |
| ·Social power | 第49-50页 |
| ·Social distance | 第50-51页 |
| ·Social contract | 第51-52页 |
| ·The level of S’s expectations | 第52页 |
| ·A comparison of complaint-responses in English and Chinese | 第52-61页 |
| ·Complaint-responses in English and Chinese | 第53-56页 |
| ·Acceptance of the complaint | 第53-54页 |
| ·Partial acceptance of the complaint | 第54-55页 |
| ·Rejection of the complaint | 第55页 |
| ·Disregarding the complaint | 第55-56页 |
| ·The severity of complaints and complaint-responses | 第56-61页 |
| Chapter Four An Analysis of Complaints in English and Chinese from the Cultural Perspective | 第61-68页 |
| ·Collectivism in China vs. Individualism in America | 第61-65页 |
| ·High context culture vs. low context culture | 第65-68页 |
| Conclusion | 第68-71页 |
| References | 第71-76页 |
| Appendix A | 第76-79页 |
| Appendix B | 第79-82页 |
| 摘要 | 第82-85页 |
| Abstract | 第85-89页 |
| Acknowledgement | 第89-90页 |
| 导师及作者简介 | 第90页 |
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