A Study Of The Impoliteness On Online Complaints:Perspective Of Rapport Management

Complaint speech act is a hot topic in recent years,but most scholars collect complaints in people's daily life based on DCT questionnaire survey.As a hot topic of scholars' research,impoliteness is mostly analyzed in literary works.The widespread popularity of online reviews has greatly affected people's social life and impoliteness in online complaints.The phenomenon has not been paid enough attention,and there is still a lot of room for research.This thesis chooses the theory of interpersonal relationship management to analyze it,because it makes up for the deficiency of politeness principle and can analyze the phenomenon of impoliteness from both personal and social levels.Therefore,this thesis aims to study the impoliteness on online complaints from the perspective of interpersonal relationship management theory,so as to provide reference for the maintenance and improvement of interpersonal harmony.Under the framework of Spencer-Oatey's(2000)theory of interpersonal relationship management,this thesis makes a qualitative study of impoliteness on online complaints from Booking.com.The thesis collects 226 online complains from Bangkok within five months from Booking.com.Among these online complaint,it chooses 15 examples to demonstrate impoliteness in Booking.com This thesis combines the two factors of interpersonal relationship management,including face management and social rights management,and establishes a new research framework based on the three dimensions influencing people's strategic choices.(1)How is the impoliteness in Booking.com formed by violating the Rapport management theory(2)Why is impoliteness considered realized between both sides?All in all,based on the theoretical framework of Spencer-Oatey's Rapport Management Theory,apart from the impoliteness between the hotels and customers' interactions,the impoliteness in Booking.com is caused by unequal treatment from hotels to customers and in staffs' rudeness.And it finds out the phenomenon of impoliteness is realized through violating rapport management in four ways: violating quality face,violating identity face,violating equity rights,and violating association rights.People usually judge whether to adopt impolite behavior according to three factors.The contextual variables of the three factors is the main factor affecting the phenomenon of impoliteness,and message content:costbenefit considerations and social/interactional roles are the main discussion points.