陈思静

消费投诉调解作为一种机构性人际交往场景，涉及调解员、消费者和经营者三方互动，因此调解过程不仅是自身权益的博弈过程，更是面子协商过程。本研究以面子理论为基础，以纪录片《你好，12315》中的十四段真实调解语料为研究对象，分析消费投诉调解话语中的面子策略。研究发现消费者的面子需求主要为积极面子受损后的面子修复，经营者的面子需求兼具积极和消极面子，调解员承担着双重面子工作，在维护执法权威的同时调和消费者与经营者双方的面子冲突。调解过程中三方参与者采用多样化的面子策略，并且面子策略的成功运用与调解效果呈正相关。

面子理论；消费投诉调解；面子策略；机构话语

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