日本と中国におけるクレーム交渉の談話の対照研究 : 客とサービス関係者のストラテジーを中心に - Collections | Kyushu University Library

＜departmental bulletin paper＞
日本と中国におけるクレーム交渉の談話の対照研究 : 客とサービス関係者のストラテジーを中心に

Creator	Creator Name 胡, 敏男 Hu, Minnan コ, ミンナン Affiliation Affiliation Name 九州大学大学院比較社会文化学府 Graduate School of Social and Cultural Studies, Kyushu University
Language	Japanese
Publisher	九州大学大学院比較社会文化研究科
Publisher	Graduate School of Social and Cultural Studies, Kyushu University
Date	2010-09-30
Source Title	Social and Cultural Studies
Vol	28
First Page	1
Last Page	10
Publication Type	Version of Record
Access Rights	open access
JaLC DOI	https://doi.org/10.15017/4493122
Abstract	The purpose of this study is to examine the Japanese and Chinese conversational style (hereinafter referred to as CS) revealed in claim negotiations by discussing the construction of claim negotiation... discourses and negotiating strategies used by customers and dealers. This study analyzes the construction of claim negotiation discourse and classifies the discourse into five units; preliminary unit, unit to introduce negotiation, negotiation unit, dealing unit and finalization unit. The results show that there are far more negotiating and dealing units in the claim negotiation discourses of Chinese. This difference implies that more interchanges are needed for the negotiation process between Chinese customers and dealers than the negotiation process between Japanese customers and dealers. Thus, it can be considered to be more difficult to finalize negotiation between Chinese customers and dealers than those conducted between Japanese customers and dealers. One of the aims of this research is to clarify the methods of negotiating strategies used by customers and dealers for achieving their respective goals. Subsequently, the following three results can thus far be ascertained. (1) Compared with Chinese negotiators, Japanese negotiators tend to use "FTA mending strategies" in order to ensure harmony in communication and to prevent a conversation rupture. (2) Compared with Japanese negotiators, Chinese negotiators tend to use "FTA strategies." (3) Japanese negotiators tend to use "negative politeness strategies" and Chinese negotiators tend to use "positive politeness strategies." It is concluded that Japanese customers use a "harmoniously persuading" CS. Further more, Japanese dealers use a "harmoniously persuading" CS, while Chinese customers use a "forcibly persuading" CS. Furthermore, Japanese dealers use a a"respectfully dealing" CS, whereas Chinese dealers use an "intimately dealing" CS.show more
Table of Contents	1. はじめに 2. 先行研究と本研究の位置づけ 3. データの紹介　3. 1 調査対象　3. 2 データの内容　3. 3 データ収集方法　3. 4 データ文字化方法 4. クレーム交渉談話の話段の種類 5. 客とサービス関係者の交渉ストラテジー　5. 1 「前置き話段」におけるストラテジー　5. 2 「交渉目的が表面化する話段」におけるストラテジー　5. 3 「主交渉部分」におけるストラテジー　5. 4 「ある程度の合意が形成される話段」におけるストラテジー　5. 5 結果のまとめ 6. 考察　6. 1 サービス関係者側の交渉ストラテジーの日中比較──敬意的スタイルVS接近的スタイル　6. 2 客側の交渉ストラテジーの日中比較──婉曲的な説得型VS強制的な説得型 7. 終わりに参考文献show more

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Details

NCID	AA11187805
Record ID	4493122
Subject Terms	コミュニケーション・スタイル
Subject Terms	談話分析
Type	論文
Type	Articles
Created Date	2021.10.07
Modified Date	2021.12.13