【摘要】 消费服务负面评价研究以探讨商家回应话语的语用策略为主，对回应话语中关系管理的多维性关注不足。本研究基于外卖平台上商家对负面评价的回应话语，分析商家如何辩驳负面评价的不合理性、不道德性，以及表明买卖关系不可修复。本研究参照辩证关系视角，发现商家回应话语实现了针对不同消费者群体的关系管理目的，包括对给出负面评价消费者的关系趋离管理和对潜在消费者的关系联结管理，构成商家管理评价的语用理据。本研究为探索消费服务话语提供了关系管理的多维视角。更多还原

【Abstract】 Research on negative reviews in consumer services has predominantly focused on the pragmatic strategies employed in merchants’ responses,while overlooking the multidimensional nature of relationship management instantiated in such responses.Drawing on a corpus of merchants’ responses to negative reviews on a major fooddelivery platform,this study examines how merchants manage the perceived irrationality,immorality,and relationship damage.By adopting a relational dialectic s perspective,we demonstrate that merchants’ responses serve two relationship management goals:to help merchants create relational separation from the negative consumers while fostering relational connectedness with prospective consumers.This orientation constitutes the pragmatic rationale underlying the merchants’ review management practices.The findings offer a multidimensional lens for investigating relational work in online mediated consumer-service discourse.更多还原