Journal of Language Situation and Language Service
JLSLS, Vol. 1, No. 2, 2025, pp.260-272.
Print ISSN: 3078-3755; Online ISSN: 3104-5065
Journal homepage: https://www.lslsjournal.com
DOI：Https://doi.org/10.64058/JLSLS.25.2.07
重复抑或重构:元表征视角下客服投诉对话中的回声
李玉坤(Li Yukun),王和玉(Wang Heyu)
摘要：客服投诉对话中的回声话语可从元表征视角（Sperber & Wilson 1995）区分为引述式回声与重构式回声。引述式回声依赖元语言相似性。在投诉互动中，处于权力弱势的客户常借助此类回声实施框架内抵抗；客服则可能通过引述式回声回避问题与责任。另一方面，基于阐释相似性的重构式回声，作为一种深层话语干预手段，能够在维持核心命题内容相关性的同时，促成认知框架的系统性转换，从而推动日常话语与机构话语之间的框架整合。在机构语境中，客服往往运用重构式回声将客户的主观叙述转化为客观事实陈述，以启动制度性应对机制；而客户则可能通过重构式回声强调机构应承担的道义责任，以争取诉求实现。由此可见，元表征视角下投诉对话中的回声现象，并非单纯话轮重复，更彰显其作为机构环境中权力协商与话语重构的关键语言机制。这一视角为深入探索机构互动中的话语策略与权力动态提供了重要路径。
关键词：客服投诉对话; 回声话语；元表征; 机构话语
作者简介：李玉坤，通讯作者，广东工业大学外国语学院副教授，研究方向：社会语言学、会话分析，电邮：liyukun@gdut.edu.cn。王和玉，广东工业大学外国语学院教授，研究方向：句法，电邮：wangheyu@gdut.edu.cn。
Title：Repeat or Reconstruction: A Study of Echo Utterance in Customer Service Encounters from the Perspective of Meta-Representation
Abstract: Under Sperber & Wilson’s (1995) meta-representation framework, echoic utterances in service complaints divide into quotative and reconstructive echoes. Quotative echoes use metalinguistic resemblance to position speakers within the original discourse frame. Customers often employ them for resistance, while agents use them to deflect responsibility. Reconstructive echoes, by contrast, rely on interpretive resemblance and enable deeper discursive intervention. They preserve propositional content while shifting cognitive frames, bridging everyday and institutional discourse. Agents reframe subjective complaints as objective cases to trigger procedures; customers instead stress institutional deontic responsibilities to advance claims. Thus, echoic utterances act not as repetition, but as core mechanisms of power negotiation and reframing in institutional talks.
Key words: customer service encounters; echo utterance; meta-representation; institutional talks
Author Biography:Li Yukun，Associate Professor, School of Foreign Languages, Guangdong University of Technology。Research interests: sociolinguistics, conversation analysis.Email:liyukun@gdut.edu.cn。Wang Heyu，Professor, School of Foreign Languages, Guangdong University of Technology. Research interests: syntax，Email: wangheyu@gdut.edu.cn。
Received: 17 Sep 2025 / Revised: 12 Nov 2025 / Accepted: 30 Nov 2025 / Published online: 30 Dec 2025 / Print published: 30 Dec 2025.
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