Departmental Bulletin Paper 不満表明とそれに対する応答の研究 : 「情報提供―応答」の連鎖に注目して
The Study of Complaints and Responses to Complaints : Focusing on sequences of Offering information and its responses

ウォンサミン, スリーラット

19pp.11 - 19 , 2017-03-31 , お茶の水女子大学大学院人間文化創成科学研究科
The purpose of this paper is to study sequences of offering information and its responses in complaint \discourse, shedding light on Japanese, Thai native situations and Japanese-Thai contact situations. \The results here reveal that the sequences most adopted by Japanese Native speakers are “offering \general information-building relationship” and “offering general information-showing consideration”. \Meanwhile, the sequence of “offering speaker’s information-looking for problem solution” are found \most among Thai Native Speakers. In terms of constructing the complaint discourse, Japanese Native \Speakers prefer explaining consequences of the unsatisfactory situation objectively and attempt to \repair the situation by apologizing or showing their consideration. In contrast, Thai Native Speakers \focus on explaining the effect of the unsatisfactory situation caused by the interlocutor and attempting \to come up with the solution as soon as they can. As for Japanese-Thai contact situations in which \Thai learners must give response to complaints by the Japanese, the sequence found most is “offering \general information-backchannels”. It shows that, unlike in the native situations, Thai learners mainly \use backchannels. The responses, such as “building relationship”, “showing consideration” and “looking \for problem solution” are rarely used which gives the impression of the interlocutor not understanding, \or not being involved in repairing the situation.

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