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| The Chinese Way of Communication——the analysis of the business discourse in market place | |
| 作者姓名： | 徐丽民 |
| 作者单位： | 浙江大学外语学院话语与多元文化研究所 杭州，310058 |
| 摘 要： | 1Theoretical background and relevant literature Much research work about service encounter has already been done.Great bodies of literatures focus on how to create high quality service encounters by improving the skills of the front-line personnel.Burns(1997)notes how“soft”skills are much more important than“hard”technical skills in the service encounter:emotional demands make salespeople be in a positive,joyful and even playful mood.The“soft”skills,in Burns’s view,tend to be the attit… |
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