본 연구는 불만제공자의 언어전략의 특징을 한중일 대조연구의 관점에서 분석·고찰하였다. 먼저 부담도가 낮은 상황에서 한국남녀는 이유설명, 사죄표명, 달래기, 감정표출, 자기변호, 책임인정을 다용하였고 남성은 여성에 비해 이유설명을, 여성은 남성에 비해 자기변호를 많이 사용하였다. 일본남녀가 다용하는언어전략은 사죄표명, 이유설명, 책임인정, 자기변호, 달래기였고, 사죄표명은 여성이 압도적으로 많이 사용하는반면에 감정표출은 남성이 다용하는 특징을 보였다. 중국남녀가 다용하는 언어전략은 이유설명, 책임회피, 달래기, 감정표출이었고, 이유설명은 남성이, 자기변호는 여성이 다용하는 특징을 보였다. 다음으로 부담도가 높은 상황에서 한국남녀가 다용하는 언어전략은 사죄표명, 달래기, 이유설명, 감정표출이었고, 남성은 여성에 비해 달래기와 감정표출을, 여성은 남성에 비해 자기변호를 특히 많이 사용하고 있었다. 일본남녀가 다용하는 언어전략은 사죄표명, 이유설명이었고, 책임회피는 남성이 압도적으로 많이 사용하는 반면에 달래기는 여성이 압도적으로 다용하는 특징을 보였다. 중국남녀가 다용하는 언어전략은 이유설명, 책임회피, 달래기, 감정표출이었고, 남녀가 유사한 언어전략을 구사하고 있었다
The study analyzes and considers features of dissatisfaction providers’ language strategies appearing immediately after utterance acts of dissatisfaction expressers as a comparative study of cases in Korea, China, and Japan.
First of all, in the situation where the level of burden is low, men and women in Korea have frequently used explanation for reasons, expression for apologies, soothing, releasing emotions, self-defense and acknowledging responsibilities; especially, men have used explanation for reasons more than women, and women self-defense more than men. In Japan, language strategies frequently used by men and women have been expressions for apologies, explanation for reasons, acknowledging responsibilities, self-defense and soothing; it has shown a feature that expressions for apologies are used overwhelmingly by women and emotional expressions are used often by men. In China, language strategies frequently used by men and women are explanation for reasons, avoidance for responsibilities, soothing and releasing emotions; it has shown a feature that explanation for reasons is used often by men and self-defense often by women.
Next, in the situation where the level of burden is high, frequently used language strategies by men and women in Korea have been expressions for apologies, soothing, explanation for reasons and releasing emotions; especially, men have used soothing and releasing emotions more often than women, and women self-defense than men. In Japan, language strategies frequently used by men and women have been expressions for apologies and explanation for reasons; it has shown a feature that avoidance for responsibilities is often used overwhelmingly by men but soothing often used overwhelmingly by women. In China, language strategies frequenlty used by men and women have been explanations for reasons, avoidance for responsibilities, soothing and releasing emotions; men and women have used similar language strategies each other.