目 录摘 要........................................................................................................................IAbstract.....................................................................................................................II引 言.......................................................................................................................11 语用学中语言研究理论概述...............................................................................21.1 言语行为理论...............................................................................................21.2 会话含义理论...............................................................................................31.3 关联理论.......................................................................................................31.4 合作原则和礼貌原则...................................................................................32 前台文员工作语言分析.......................................................................................52.1 前台文员沟通语言分析...............................................................................52.1.1 外部沟通语言......................................................................................52.1.2 内部沟通语言......................................................................................52.2 前台文员工作中出现的语言沟通问题.......................................................62.2.1 语言表达方式欠妥..............................................................................62.2.2 语言表述内容不准确..........................................................................72.2.3 语言表达目标隐形..............................................................................72.3 前台文员工作中影响语言沟通的因素.......................................................82.3.1 客户年龄..............................................................................................82.3.2 客户诉求..............
