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nces between the service staff’s response strategies in Dunhuang and Lanzhouin detail.

5.1 Results of Research Question One

Based on the data collected, 640 valid recordings in Dunhuang and 1123 validrecordings in Lanzhou were collected through role-play, the overall patterns ofresponse strategies employed by Dunhuang and Lanzhou service staffs are obtained(see Table 5.1 & 5.2). The overall patterns of Dunhuang and Lanzhou service staffs’choices of response strategies were examined from three aspects since the servicestaff’s response collected in this study are segmented into alerter, head acts andsupportive moves.An alerter is an opening element preceding the actual response, such as a term ofaddress or an attention getter. In this study, the frequency of alerter is relatively low,so I didn’t further divide alerter into specific terms, just consider it in a general way:zero term or general term, in which general term consists of addresses, greeting. FromTable5.1, we can find that service staffs in Dunhuang generally use little alerter whenthey respond to customer’s inquiry, the percentage of zero term is 77.2%. From Table5.2, we can find service staffs in Lanzhou also rarely use alerter when response tocustomer, percentage of zero term is up to 95.3%.

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Conclusion

According to the previous results and discussions of this study, I will providethe main findings of this study and points out its limitations and gives somerecommendations for the future research. The gender difference in performing the response act shows that service staffsin Dunhuang employ almost the same number of general terms in alerter whenresponse to male customers and female customers, which shows that service staffsperform politely no matter facing male customers or female customers. Service staffsrespond to male customers more directly with less pre-posed supportive moves andpost-posed supportive moves than female customers, which indicate that service staffspay attention to concise and clear responding towards males. However, service staffsprovide more indirect response to female customers with more pre-posed supportivemoves and post-posed supportive moves to show their concern for female customers’needs.Politeness degree affects Dunhuang service staffs’ choices of responsestrategies. The differences reveal that when customers are polite, Dunhuang servicestaffs tend to be more polite, they would employ more general terms such as addressin alerter, the strategy of inquiry and explanation as supportive moves in response topolite customers. This phenomenon illustrates that Dunhuang service staffs aresensitive to the customer’s behavior and tend to be more polite to polite customers.However, they would not bluntly respond to customers though customers inquire in animpolite way.
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References (abbreviated)
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