语言学论文哪里有？本研究的结论表明，这些元语用策略在直播互动中的有效应用对于增强消费者忠诚度和维护品牌形象至关重要。此外，研究建议，主播在培训过程中应重视语言组织和互动技巧，以提升其在复杂数字环境中的应变能力。研究成果对其他需要实时互动和情绪管理的数字平台具有重要的借鉴意义。
Chapter One Introduction
1.2 Research Objectives
The purpose of this study is to discuss the interpersonal metapragmatic strategiesused by anchors to deal with consumers complaints in the context of live steamingand to analyze the anchors’language choices to reveal how the anchors interact withthe consumers,alleviate the consumer’s emotions and establish a harmoniousinterpersonal relationship during the live streaming process.Chen(2022)proposedcorresponding metapragmatics based on Halliday’s three meta-functions of language:ideational metapragmatics,interpersonal metapragmatics and textual metapragmatics.Based on the interpersonal metapragmatic framework proposed by Chen(2022),thisstudy aims to comprehensively explore the interpersonal metapragmatic strategiesadopted by live streaming anchors when responding to consumer complaints.Thestudy will reveal the types of interpersonal metapragmatic strategies adopted byanchors when facing consumer complaints in the live streaming room.This includesidentifying and classifying different coping strategies,such as direct response,indirect response,topic change,humorous resolution,etc.and analyzing the impactof these interpersonal metaprgamtics strategies.By sorting out specific strategies,wecan have a clearer understanding of the common practices and selection basis ofanchors’language choice when dealing with negative feedback,thereby providingempirical support for enriching and expanding Chen’s interpersonal metapragmaticsframework.
Chapter Three Theoretical Foundation
3.1 The Theory of Interpersonal Pragmatics
The term“interpersonal pragmatics”is used to designate examinations of therelational aspect of interactions between people that both affect and are affected bytheir understanding of culture,society,and their own and others’interpretations.(Locher&Graham,2010,p.2).It examines how speakers influence others,expresspoliteness,manage face and convey social meanings beyond the literal content oftheir utterances.Key concepts include politeness theory which looks at how speakersmanage face and mitigate potential threats to it,and speech acts which analyze howutterances function as actions,such as making requests or giving compliments.Interpersonal pragmatics is concerned with the way language reflects and reinforcespower dynamics in interaction.Speakers may use certain linguistic strategies,likegiving directives,interrupting or choosing formal language to assert authority.Conversely,expressions of solidarity,such as using informal or familiar language,create closeness and equality among interlocutors.Locher and Watts(2005)introduced the concept of“relational work”which focuses on how interlocutorsmanage relationships through language.Relational work encompasses bothpoliteness and impoliteness strategies as well as everyday and routinecommunicative behaviors that fall between overt politeness and rudeness.
Chapter Five Results and Discussion
5.1 Distribution of Interpersonal Metapragmatic Strategies inAnchors’Response to Consumers Complaint
This section outlines the various interpersonal metapragmatic strategies thatanchors use when addressing complaints in live streaming rooms.
In live streaming commerce,anchors play a crucial role in shaping the consumerexperience.When faced with consumer complaints,they often rely on languagechoices to manage the interaction,guide the conversation and maintain a positiverelationship with the consumers.These strategies are divided into various categoriesthat contribute to both the organization of discourse and the management ofinterpersonal relations.
5.1.1 Emotional and Relational Management Strategies
These strategies focus on fostering positive emotions and building trust.Byexpressing empathy,showing appreciation and using collaborative language,anchorscan create a supportive atmosphere.This helps defuse frustration,validate consumerconcerns and reinforce a sense of mutual respect,making consumers feel heard and valued.
5.2 The Functions of Interpersonal Metapragmatic Strategies onInterpersonal Relationships in Live Streaming
Based on the theoretical foundation of this study,there are three functions ofinterpersonal metapragmatic.In a live-streaming setting,anchors rely on these threefunctions to effectively respond to complaints and maintain a positive environment.Disarming prevents escalation by addressing the consumers emotions and showingempathy;Adjusting structures the response and keeps the interaction on track;Incrementing amplifies engagement,making the viewer feel involved in the solution.Together,these functions contribute to a well-rounded approach that not onlyresolves immediate complaints but also builds long-term viewer satisfaction andloyalty.
5.2.1 Disarming:Calming Negative Emotions and Building Empathy
The disarming function plays a critical role in managing the emotional aspect ofcomplaints.By focusing on reducing negative emotions,disarming strategies aim tocreate an environment where viewers feel respected and understood.This function isessential because complaints can quickly escalate if not handled with care.Disarming serves to neutralize potential conflict and prevent a single complaint fromaffecting the mood of the entire stream.Key strategies in this category includeattitude makers and gratitude expression.
Chapter Six Conclusion
6.1 Major Findings
Firstly,this study explore the interpersonal metapragmatic strategies employedby anchors when responding to consumer complaints.In the contemporary world ofe-commerce,live streaming has emerged as a potent tool for consumer engagementwhere the dynamic interaction between anchors and their consumers plays a criticalrole in determining the success of a sales pitch or the resolution of consumerconcerns.Live streaming anchors use various interpersonal metapragmatic strategiesto handle interactions particularly when responding to complaints.These strategies,which include vagueness and ambiguity,topic shifting,inclusive language,emphasisand mitigation,engaging questions,acknowledgement and response and attitudemarkers,help in shaping the tone and direction of communication,ensuring that itremains constructive,positive and consumer-oriented.The findings from this studyhighlight the effectiveness of strategies like vagueness and ambiguity for managinguncertainty,topic shifting for maintaining productive conversations and inclusivelanguage for fostering a sense of community.Emphasis and mitigation help inbalancing positivity with sensitivity while engaging questions and attitude markersenhance interaction and emotional connection.
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