eliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaelia
eliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaelia
eliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaelia
eliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaelia
eliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaeliaelia
43
ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
The in luence o gende on complain emails in se ice The in luence o gende on complain emails in se ice
encoun e s by B2 EFL Spanish speake sencoun e s by B2 EFL Spanish speake s
La in luencia del géne o en los emails de queja en in e acciones La in luencia del géne o en los emails de queja en in e acciones
de se icio de es udian es españoles de inglés como lengua de se icio de es udian es españoles de inglés como lengua
ex anje a en ni el B2 ex anje a en ni el B2
Ma ía-del-Ca men Méndez-Ga cía Ma ía-del-Ca men Méndez-Ga cía
Uni e sidad de Jaén
[email p o ec ed]
Ca men Maíz-A é aloCa men Maíz-A é alo
Uni e sidad Complu ense de Mad id
[email p o ec ed]
Abs ac Abs ac
The speech ac o complaining p esen s a conside able challenge
due o i s ace- h ea ening na u e, equi ing a high le el o
p agma ic compe ence. This challenge is in ensi ied when
complainan s communica e in a language o he han hei na i e
ongue, as hey may lack amilia i y no only wi h he linguis ic
o ms equi ed bu also wi h he sociop agma ic nuances in ol ed.
The p esen s udy adop s a mixed-me hod co pus-lea ne app oach
by analysing a da ase o complain emails om se ice encoun e s
au ho ed by 50 Spanish s uden s lea ning English as a o eign
language (EFL). Speci ically, i seeks o add ess wo esea ch
ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
44
The in luence o gende on complain emails in se ice encoun e s...
ques ions: (a) Wha s a egies and mo es shape he s uc u e o
complain emails w i en by Peninsula Spanish EFL s uden s in
se ice encoun e s? And (b) To wha deg ee does he a iable o
gende in luence he composi ion o complain emails in his
con ex ? I is hypo hesised ha s uden s, albei pa ially awa e o he
s uc u e o his kind o emails, migh ans e some s a egies om
hei L1. Rega ding gende , i is expec ed ha emale s uden s will
mi iga e hei complain while male s uden s will pe o m
complain s mo e di ec ly. The indings suppo bo h hypo heses as
s uden s ecognise he necessi y o ollowing a ou -mo e s uc u e
and acknowledge he impac o he a iables o powe and
in e pe sonal dis ance. Howe e , no able dis inc ions eme ge
be ween emale and male s uden s ega ding hei u ilisa ion o
s a egies and sub-s a egies wi hin each mo e, po en ially
pe pe ua ing gende -based s e eo ypes. These indings highligh he
need o a ge ed language ins uc ion ha add esses bo h linguis ic
and sociop agma ic aspec s.
Keywo ds:
EFL lea ne co pus, emails, complain s, se ice
encoun e s, Peninsula Spanish s uden s
ResumenResumen
El ac o de habla de la queja p esen a un desa ío debido a su
na u aleza amenazan e pa a la imagen, lo que equie e un al o ni el
de compe encia p agmá ica. Es e desa ío se in ensi ica cuando el
indi iduo o mula la queja en un idioma dis in o a su lengua
ma e na, ya que es posible que no es é amilia izado an o con las
o mas lingüís icas eque idas, como con los ma ices
sociop agmá icos. Desde una pe spec i a mix a, es e es udio analiza
una mues a de co eos elec ónicos de queja esc i os po 50
es udian es españoles de inglés como lengua ex anje a (EFL). Se
p e ende da espues a a dos p egun as de in es igación: (a) ¿Qué
es a egias y mo imien os es uc u an los co eos de quejas de es os
es udian es en las in e acciones de se icio? (b) ¿En qué medida
ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
45
Ma ía-del-Ca men Méndez-Ga cía y Ca men Maíz-A é alo
in luye el géne o en la composición de dichos co eos en es e
con ex o? Pa imos de la hipó esis de que los es udian es son
conscien es de la es uc u a de es e ipo de emails, pe o que se
p oduci án ans e encias desde su L1. En cuan o al géne o, se espe a
que las es udian es empleen un mayo g ado de mi igación en e a
un es ilo más di ec o de los es udian es. Los esul ados p ueban
ambas hipó esis, mos ando que los es udian es siguen una
es uc u a de cua o mo imien os y econocen la impo ancia de las
a iables de pode y dis ancia in e pe sonal. Sin emba go, exis en
dis inciones no ables en e ellos con espec o a las es a egias y sub-
es a egias empleadas en cada mo imien o, pe pe uando cie os
es e eo ipos de géne o. Es os hallazgos sub ayan la necesidad de una
ins ucción que abo de aspec os lingüís icos y sociop agmá icos.
Palab as cla e:
Co pus de ap endices de inglés como lengua
ex anje a (EFL), co eos elec ónicos, quejas, in e acciones de
se icio, es udian es españoles peninsula es
1. In oduc ion1. In oduc ion
Mas e ing p agma ic compe ence in o eign languages is
challenging ye c ucial. Complaining is an in ica e speech ac o
bo h na i e and non-na i e speake s o he language, as i akes place
in a ace- h ea ening con ex ha pu s he EFL speake a a
disad an age. P o iciency in exp essing complain s encompasses
mo e han jus linguis ic s a egies; i also in ol es he cul u e-
speci ic no ms and unspoken ules go e ning complain s ac oss
di e en cul u al backg ounds (Chen e al., 2011).
The CEFR-CV (Council o Eu ope, 2020) unde sco es he
impo ance o demons a ing p agmalinguis ic compe ence by
ini ia ing, ollowing up on, and nego ia ing a complain ac oss ace-
o- ace and digi al communica ion, in bo h w i en and spoken
in e ac ion, and wi hin media ion en i onmen s a B1 and abo e.
ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
46
The in luence o gende on complain emails in se ice encoun e s...
This co e s a spec um o complexi y, om e e yday ansac ions
like eques ing ood o d ink o add essing con lic s and demanding
sa is ac ion. Fo mal e-mails and le e s o complain a e in eg a ed
in o w i en in e ac ion ac i i ies.
Resea ch has o en ocused on o al and w i en complain s by
EFL s uden s. Howe e , he conside a ion o emails is ela i ely
ecen (Nguyen & Pham 2021). Besides, wi h e y ew excep ions (Usó-
Juan & Ma ínez-Flo , 2017; Maíz-A é alo and Méndez-Ga cía, 2023),
he e has been minimal ocus on w i en complain s by Spanish EFL
lea ne s. Simila ly, al hough he e is compelling bu limi ed esea ch
on how he lea ne ’s gende in luences he pe o mance o
complain s among English lea ne s om a ious L1, e y li le
conside a ion has been gi en o Peninsula Spanish. This pape seeks
o ed ess his balance by ocalising on he e ec o gende on he
mo es and s a egies displayed in B2 emails o complain s au ho ed
by Peninsula Spanish EFL s uden s, pa icula ly in he con ex o
se ice encoun e s. The a ionale o ocusing on B2 le el is oo ed in
he
CEFR-CV
’s expec a ion (2020) ha B1 lea ne s should possess he
compe ence o p o icien ly compose complain emails.
2. Complain s in se ice encoun e s2. Complain s in se ice encoun e s
Se ice encoun e s ypically encompass b ie and ansi o y ac s o
communica ion o an impe sonal a he han social na u e be ween
a se ice seeke and a se ice p o ide . They o e oppo uni ies o
lee ing appo cons uc ion, c ucial in cus ome complain se ices,
whe e mee ing cus ome expec a ion is pa amoun (Ke oe-Feldman,
2018). The a ionale behind his lies in he likelihood ha
complaine s a e equen use s o he o ganisa ion’s p oduc s o
se ices. Hence, he p edisposi ion o complain is p opo iona e o
he pe cei ed g a i y o he ansg ession, discon en leading o
nega i e wo d-o -mou h (Goodman & Newman, 2003).
ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
47
Ma ía-del-Ca men Méndez-Ga cía y Ca men Maíz-A é alo
Complain s can be di ec o ace- h ea ening, add essing he
accoun able pa y o he o ence, o indi ec o non- ace- h ea ening,
ocusing on a hi d pa y (Ke oe-Feldman, 2018). In his con ex ,
when clien s a e dissa is ied wi h he se ice p o ided, hey hold he
complainee liable o he ansg ession and issue a complain o pass
judgemen and eques o epai o ed ess he objec ionable
si ua ion (Laabidi and Bous iha, 2020).
Complain s may hinde appo cons uc ion, o en
challenging he ecipien ’s nega i e ace and po en ially leading o
hos ili y and con on a ion (Yuan and Zhang, 2018; Wijayan o e al.,
2017). Consequen ly, wi hin he se ice p o ide sec o , complain s
o en en wine wi h complain managemen , se ice eco e y ac ions,
and e o s o p e en complain s om escala ing.
Complain s o en mi o s o y elling, as complaine s sha e
hei expe ience wi h s o y- ecipien s expec ing an a ilia e esponse.
This p ocess in ol es a ec i i y; emo ions like us a ion, blame o
disappoin men a e wo en he e, which can p omp complaine s o
di ulge p i a e in o ma ion (O habe & Má quez Rei e , 2011).
Howe e , om a sociop agma ic pe spec i e, he ela ionship
be ween bo h in e locu o s ends o be asymme ical, whe e he
clien is ypically iewed as being in he igh and dis an , which
clea ly in luences how complain s a e a icula ed and he mo es and
s a egies employed in he p ocess.
2.1. Mo es and s a egies in he speech ac o complain 2.1. Mo es and s a egies in he speech ac o complain
Mo es e e o “seman ic and unc ional uni s o ex s ha ha e
speci ic communica i e pu poses” (Bibe e al., 2007: 31). The
selec ion o a complain mo e pa e n is shaped by he social
a iables o dis ance, powe and anking o imposi ion (Moon, 2001).
The speech ac o complain is o en poly-mo e (P yka pa ska,
2008). E en hough i “has no p ede e mined o m [...] and is mo e

ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
48
The in luence o gende on complain emails in se ice encoun e s...
in ica e and di icul han many o he speech ac s” (Yang & Wu, 2022,
p. 2), p e ious esea ch on complain s gene ally ou lines a ou -mo e
pa e n ini ia ed by an opene , ollowed by a s a emen o he
p edicamen , a p oposal o emedia ion and a closing, each con aining
mul iple s a egies (T ench, 1995; P yka pa ska, 2008; Yuan & Zhang,
2018; Nguyen & Pham, 2021; Maíz-A é alo & Méndez Ga cía, 2023).
Howe e , al e na i e pa e ns ha e also been p oposed. T ench
(1995) iden i ies i e mo es –opene , ac s a emen o exp ess he
p oblem, speake ’s jus i ica ion, emedy and closing. Hasyim and
Hasyim (2020) dis inguish he ou mo es o ini ia ing, ques ioning,
c i icising, and eques ing epai . Meanwhile, Chen e al. (2011)
p esen a clus e o six mo es, he mos equen being dissa is ac ion
+ eques o epai .
Each mo e wi hin a complain sequence is ealised by one o
se e al s ages o s a egies, linguis ic o discu si e choices made by
he speake o achie e hei communica i e goal. Fo ins ance, in he
opening mo e, a complaine may di ec ly ini ia e he complain o
seek he complainee’s a en ion; o when s a ing he p oblem,
s a egies could ange om implici exp essions o annoyance o
explici s a egies such as blaming o accusing he add essee
(Olsh ain & Weinbach, 1987). The choice o s a egy hinges on ac o s
such as he speake -lis ene ela ionship, he se e i y o he p oblem
and cul u al expec a ions. Unde s anding he a ailable s a egies
enables complaine s o be e ailo hei complain s o achie ing
desi ed ou comes.
In se ice encoun e s, he speech ac o complain in spoken
in e ac ion comp ehends i e mo es: g ee ing, agg ession- educ ion,
con lic -se lemen , p oblem-solu ion and conclusion. Despi e he
inhe en di e si y in each complain scena io, esea ch a es s ha
he eason o he complain is equen ly exp essed du ing he
g ee ing phase (O habe & Má quez Rei e , 2011).
Among he a e s udies on he o mula ion o complain s in
se ice encoun e con ex s by EFL lea ne s, Ami youse i e al. (2018)
ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
49
Ma ía-del-Ca men Méndez-Ga cía y Ca men Maíz-A é alo
examine how I anian EFL lea ne s, Pe sian na i e speake s and English
na i e speake s handle appo managemen s a egies. Resul s
highligh he widesp ead use o social ela ions o appo managemen
s a egies, pa icula ly, appo enhancemen , main enance, challenge
and neglec s a egies. Howe e , cul u e-speci ic di e ences a e
iden i ied in he equency o use o hese s a egies, appo
enhancemen and main enance s a egies being mo e common among
Pe sian na i e speake s, whe eas appo challenge s a egies a e mo e
equen among Pe sian na i e speake s and I anian EFL lea ne s.
2.2. EFL lea ne s’ o mula ion o complain s2.2. EFL lea ne s’ o mula ion o complain s
S udies o EFL lea ne s’ complain s o en del e in o c oss-cul u al
and acquisi ional pe spec i es agains he backd op o an
in e language amewo k ha ypically compa es lea ne s’ use wi h
ha o na i e speake s, hough his app oach is inc easingly
conside ed limi ed (Chen e al., 2011; da Sil a, 2014). These s udies
s ess he nega i e p agma ic ans e o lea ne s’ na i e language
and cul u e (Chen e al., 2011; da Sil a, 2014).
Some in es iga ions sugges ha EFL lea ne s end o be mo e
explici in hei complain s han na i e speake s (da Sil a, 2014;
Kakolaki & Shah okhi, 2016; T ench, 1995). Ye , o he s udies
unde line ha na i e speake s demons a e asse i eness and a
p e e ence o explici complain s a egies (Laabidi & Bous iha,
2020), con as ing his o EFL lea ne s’ inclina ion owa ds o e -
poli eness and indi ec complain s (Esh aghi & Shah okhi 2016).
These indings also indica e ha lea ne s’ p agma ic compe ence o
hei local cul u e in luences hei use o mi iga o s and indi ec
s a egies o so en complain s. Addi ionally, con ex ual a iables
signi ican ly impac he s a egies employed by lea ne s.
In Spain, Hidalgo e al.’s (2014) in es iga e he complain s
made by Spanish uni e si y s uden s in bo h hei L1 and in EFL,
ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
50
The in luence o gende on complain emails in se ice encoun e s...
e ealing a b oade ange o s a egies and a mo e di ec app oach
when complain s a e made in Spanish. In e es ingly, s uden s end
o associa e di ec ness wi h Spanish and indi ec ness wi h English.
Likewise, Usó-Juan & Ma ínez-Flo (2017) look in o he impac
o language p o iciency on he complain s a egies among emale
EFL uni e si y s uden s in Spain and ind ha , ega dless o
p o iciency le el, s uden s employ a bu e ing s a egy o mi iga e
he message p io o oicing he complain .
While s udies ha e p ima ily ocused on ace- o- ace
in e ac ion, a signi ican numbe o complain s a e now issued
digi ally, especially h ough email.
2.3. EFL s uden s’ cons uc ion o emails2.3. EFL s uden s’ cons uc ion o emails
Emails ha e become a p e alen mode o handling complain s.
They domina e long-dis ance ela ionships due o hei asynch onous
na u e (Chen, 2015; Halenko e al. 2021), a e ex ensi ely used in he
wo kplace and se e as a medium o young indi iduals o
communica e wi h adul s in w i ing (Economidou-Koge sidis, 2018).
Teaching and lea ning he skill o email w i ing in English
p esen e iden challenges. The wide a ay o sende - ecipien
ela ionships and in e ac ion con ex s, coupled wi h he a iabili y in
email con en ions ac oss cul u es, has led o a lack o consensus on
he p agma ics o na i e speake s’ email w i ing. Emails di e
signi ican ly om adi ional le e -w i ing due o hei con ex ual
a iabili y and hyb id cha ac e . Resembling o he o ms o
co espondence, e-mails can exhibi s ylis ic and linguis ic ea u es
o w i en o mali y o e-poli eness (Biesenbach-Lucas, 2007), and
ypically adop an epis ola y o ma wi h g ee ings, main body and
a ewell. No ably, hey lack non- e bal and pa alinguis ic cues,
“al hough he use o emo icons and capi aliza ion can be seen as a
way o make up o hese cues” (Economidou-Koge sidis, 2018, p. 491).
ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
51
Ma ía-del-Ca men Méndez-Ga cía y Ca men Maíz-A é alo
Mo eo e , like o he w i en ex s, emails can be e ised and edi ed
by he sende (Economidou-Koge sidis, 2018). Con e sely, hei
in e ac i e, ansien and dynamic na u e, allows o in o mal
ea u es akin o speech such as single wo ds, sho sen ences, non-
s anda d spellings o emo icons, and he exclusion o openings,
closings and signa u es (Biesenbach-Lucas, 2007; Economidou-
Koge sidis, 2018).
S udies explo ing emails au ho ed by EFL lea ne s p ima ily
add ess he powe dynamics in s uden s’ communica ion wi h
p o esso s, p edominan ly in s uden s’ o mula ion o eques s
(Biesenbach-Lucas, 2007; Codina-Espu z, 2022; Chen, 2015;
Economidou-Koge sidis, 2015, 2016, 2018; Laza escu, 2020),
demons a ing no only a mani es powe imbalance bu also
subs an ial disc epancy in pe cep ions ega ding app op ia eness and
email p agma ics. Addi ionally, esea ch ocuses on o ms o add ess
and g ee ings/closings o mulas (Bou-F anch, 2011; Schaue , 2021).
In EFL s uden s’ eques emails dis inc pa e ns su ace,
including highe di ec ness, omission o g ee ings ( e med as
a oidance s a egy o ze o o m o add ess) o a oidance o
de e ence o ms (like “dea ” o ‘ i le’ + name) and absence o closings
alongside insu icien mi iga ion (Codina-Espu z, 2022). The e is a
endency o impose on he eade , wi h mo e eques s o ac ion han
o in o ma ion (Laza escu, 2020). Rema kably, some s uden s
belie e ha me ely using “please” o “ hank you” cons i u es “poli e”
o mulaic u e ances (Economidou-Koge sidis, 2016). Besides, ecen
esea ch indica es ha despi e s uden s ecognising he s a us
di e ence, hey o en o e look his dissimila i y and choose no o
mi iga e o downg ade hei eques emails o p o esso s (Codina-
Espu z, 2022).
Consequen ly, EFL s uden s o en al e na e be ween o mal o
casual language, using clipped syn ax, symbols o abb e ia ions
(Biesenbach-Lucas, 2007). Howe e , p o esso s end o pe cei e
casual language as inconside a e o ude based on pe cei ed s a us-
ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
58
The in luence o gende on complain emails in se ice encoun e s...
Figu e 1. Mo es and s a egies in emails o complain
(Maíz-A é alo and Méndez-Ga cía, 2023: 32)
Figu e 1. Mo es and s a egies in emails o complain (Maíz-A é alo and Méndez-Ga cía, 2023: 32)
As shown in Figu e 1, emails o complain ollow he cus oma y ou -mo e s uc u e, wi h a se
o s a egies and sub-s a egies in each o hem. Some o he s a egies seem ecu en in all
emails o complain , acco ding o he li e a u e, while o he s (in o ange) may de i e om he
con ex ual cons ain s whe e he in e ac ion is p oduced and become appa en in he EFL
Peninsula Spanish sample in es iga ed by Maíz-A é alo and Méndez Ga cía (2023). Thus, he
opening mo e (o opene ) ypically includes a salu a ion in di e en deg ees o o mali y. In he
case whe e he ela ionship be ween he in e locu o s is no dis an , i may include bo h appo
cons uc ion (“I hope his inds you well”) and e en an apology o add essing hem (“I’m so y
o bo he you by email”). Rappo cons uc ion and he need o apologise in o de o epai a
possible h ea o he ecipien ’s nega i e ace seem qui e ela ed o Spanish cul u e’s endency

ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
59
Ma ía-del-Ca men Méndez-Ga cía y Ca men Maíz-A é alo
As shown in Figu e 1, emails o complain ollow he cus oma y
ou -mo e s uc u e, wi h a se o s a egies and sub-s a egies in
each o hem. Some o he s a egies seem ecu en in all emails o
complain , acco ding o he li e a u e, while o he s (in o ange) may
de i e om he con ex ual cons ain s whe e he in e ac ion is
p oduced and become appa en in he EFL Peninsula Spanish
sample in es iga ed by Maíz-A é alo and Méndez Ga cía (2023).
Thus, he opening mo e (o opene ) ypically includes a salu a ion
in di e en deg ees o o mali y. In he case whe e he ela ionship
be ween he in e locu o s is no dis an , i may include bo h appo
cons uc ion (“I hope his inds you well”) and e en an apology o
add essing hem (“I’m so y o bo he you by email”). Rappo
cons uc ion and he need o apologise in o de o epai a possible
h ea o he ecipien ’s nega i e ace seem qui e ela ed o Spanish
cul u e’s endency owa ds posi i e poli eness –e.g., as a way o
p ese e g oup ha mony (Iglesias Recue o, 2007).
The second mo e (o s a emen o he p edicamen ) is whe e he
w i e exp esses hei complain . E en hough he exp ession o he
complain is he main s a egy in his mo e, i may also include o he
s a egies such as p epa ing he e ain be o e he ac ual complain is
ai ed (“I am w i ing o you o exp ess my disappoin men ”), o e ing
jus i ica ion o he complain o exp essing nega i e emo ions.
The hi d mo e is also known as he emedia ion, and i is
whe e he w i e asks o compensa ion and a ed ess o he
p edicamen . As in he p e ious mo es, his main s a egy can o en
be accompanied by o he s such as p o iding some al e na i e
solu ions o emedy he p oblem.
Finally, he ou h mo e closes he email and is o en
s uc u ed along h ee main s a egies: a p e-closing whe e he
w i e usually appeals o u u e ac ion (“I look o wa d o hea ing
om you”), hanking he ecipien o eading he email and ac ually
closing i wi h a a ewell, which can also a y in e ms o o mali y
in line wi h he g ee ing.
ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
60
The in luence o gende on complain emails in se ice encoun e s...
Taking hese mo es and s a egies as a poin o depa u e, he
da ase was agged acco dingly. Resul s a e p esen ed in he
ollowing sec ion which, o he sake o cla i y, has been di ided in o
ou sub-sec ions acco ding o each o he mo es.
4. Resul s 4. Resul s
4.1. Opening mo e4.1. Opening mo e
As summa ised in Table 1, esul s show ha he con ex ual a iables
o dis ance and powe play an impo an ole in how s uden s open
hei email o complain as hey e ain om c ea ing any appo
wi h hei in e locu o o apologising o w i ing o hem. The eason
o his is ha , as cus ome s, hey eel empowe ed o ile he
complain wi hou he need o c ea e appo wi h he add essee.
This educes he opening mo e o jus he s a egy o g ee ing o
salu a ion.
Acco ding o Chen (2015) and Economidou-Koge sidis (2015),
salu a ions can be o mal (“To whom i may conce n”, “Dea Si /
Madam”), semi- o mal (“Dea wo ke s o Sco -holidays”) o in o mal
(“Hello”). Resul s show ha , as expec ed, bo h g oups o s uden s op
o o mal and semi- o mal salu a ions. As hey do no know he name
o he add essee, he s a egy “name” is ne e employed. All he
emails include a salu a ion, which may indica e s uden s a e awa e o
he dis ance and o mali y o he si ua ion. Table 1 summa ises hese
esul s in aw numbe s and he co esponding a io.
A close look a he esul s, howe e , shows in e es ing
di e ences be ween bo h g oups, wi h emale s uden s p e e ing a
o mal app oach mo e equen ly han hei male coun e pa s
(64.3% e sus 50%) e en i esul s a e no s a is ically signi ican
(p alue= .59). Male s uden s op o semi- o mal salu a ions mo e
o en han emale ones, as in example (1) om he da ase , whe e he
ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
61
Ma ía-del-Ca men Méndez-Ga cía y Ca men Maíz-A é alo
w i e add esses he manage o he company, e en i his was no
p omp ed as pa o he ask:
(1) Dea Manage , [30170M]
A ela ed inding is ha s uden s a e awa e ha he le el o o mali y
demands a o mal salu a ion, hence e idencing hei p agma ic
compe ence in he L2, e en i hei linguis ic compe ence is
insu icien and hei p oduc ion ende s a non-idioma ic exp ession
as in example (2) by a emale s uden , who ans e s a o mal
exp ession (“
a la a ención de”
) (“ o he a en ion o ”) om he L1:
(2) A he a endance o cus ome se ice o Sco holidays.com
[301717F]
F om a quali a i e pe spec i e, i is in e es ing o poin ou ha
o mal salu a ions p esen some di e ences be ween bo h g oups.
Thus, male s uden s o en add ess hei email o a mo e
indi idualised ecipien (o en male himsel ) while emale candida es
ei he add ess a comple e eam o pe o m a dual salu a ion, as
illus a ed in examples (3) o (5), p oduced by a male and wo emale
candida es:
(3) Si . [30179M]
(4) Dea Si /Madam, [30117F]
(5) Dea cus ome se ice, [30191F]
Table 1. Salu a ion and gende
Salu a ion Gende = F (28) Gende = M (22) To al (50)
Fo mal 18 (64.3%) 11 (50%) 29 (58%)
Semi- o mal 7 (25%) 8 (37%) 15 (30%)
In o mal 3 (10.7%) 3 (13%) 6 (12%)
Name 0 0 0
No salu a ion o mula 0 0 0
To al 28 (100%) 22 (100%) 50 (100%)
ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
62
The in luence o gende on complain emails in se ice encoun e s...
Al hough he sample is undeniably oo limi ed o each gene al
conclusions, hese pa e ns seem o e idence he esilience o ce ain
gende s e eo ypes -i.e. people in cha ge a e male, especially among
he male candida es.
3.2. Second mo e: S a emen o he p edicamen 3.2. Second mo e: S a emen o he p edicamen
The second mo e can be conside ed as he main body o he
complain , as he w i e uses i o pe o m he complain i sel .
Howe e , i a ely appea s in isola ion, bu is ca ied ou by means o
di e en s a egies and sub-s a egies (see Figu e 1 abo e). Gi en he
con ex ual cons ain s o he ask a hand, i comes as no su p ise
ha some o he s a egies pu o wa d by Maíz-A é alo and Méndez-
Ga cía (2023) a e no employed by hese lea ne s such as p aising he
o he o exp essing ag eemen . O he s a egies, howe e , a e
employed (see Table 2):
Table 2. Mo e 2 and gende
S a egies Female (N= 28) Male (N=22) To al (50)
P epa a o 19 (60.7%) 15 (68%) 32 (64%)
Apology 2 (7.14%) 0 (0%) 2 (4%)
S a emen o complain 6 (21.4%) 2 (9%) 8 (16%)
Jus i ica ion 12 (64.3%) 16 (73%) 34 (68%)
Exp ession o nega i e emo ions 22 (71.4%) 9 (41%) 29 (58%)
To al 28 (100%) 22 (100%) 50 (100%)
As shown in Table 2, bo h g oups a e awa e o he impo ance o
using a p epa a o o in oduce hei complain . In ac , 32 s uden s
include his s a egy in hei email (64% o he da ase ). Howe e ,
male s uden s seem o be mo e p one o using his s a egy be o e
explici ly s a ing he complain in a di ec way, wi h 68% e sus
60.7% in he case o he emale pa icipan s. Some o hem e en
men ion his, as in example (6):
ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
63
Ma ía-del-Ca men Méndez-Ga cía y Ca men Maíz-A é alo
(6) Las weekend I wen o Sco land in o de o celeb a e he end
o he academyc yea . I needed a place o s ay h ee days, so I
booked a la by you web page. I am going o be di ec , wha
I ound was e y disappoin ing. [30175M]
Apologies a e a ely employed ollowing he e hos ha “ he clien is
always igh ”. Howe e , i is in e es ing o poin ou ha i is only
wo o he emale s uden s ha include an apology p io o making
hei complain , as in (7) and (8):
(7) I am w i ing o complain abou a la ha I en ed om you
websi e Sco holidays.com [p epa a o ]. I am eally so y oo
say ha I am uly disappoin ed wi h you se ices. [apology]
[30185F]
(8) I am w i ing wi h e e ence o a la ha I en ed om you
agence “Sco holidays” he las weekend in he ci y o Sco land.
[p epa a o ] I am u hly so y o need o w i e his email
because I know ha his si ua ion is qui e uncom o able o
anyone [apology] [30164F]
In con as o p e ious s udies (Maíz-A é alo and Méndez-Ga cía,
2023), s uden s in his speci ic con ex end no o exp ess he
complain di ec ly bu p e e o desc ibe he si ua ion hey
encoun e ed and how he di e ence be ween he expec ed se ice and
he cu en expe ience jus i ies hei complain . Thus, jus i ica ion
becomes he mos ecu en s a egy in bo h g oups (68%), used by 18
ou o 28 emale s uden s (64.2%) and 16 ou o 22 male s uden s (73%),
as can be seen in (9), which adop s a na a i e s uc u e, in line wi h
o he s udies such as ha by O habe and Má quez Rei e (2011), who
a gue ha complain s o en esemble s o y- elling:
(9) Fi s o all, when I a i ed o neighbou hood I el insecu e
because people we e d unk in he s ee . They ied be on me
and I was igh ened. Despi e his episode, I wen o la o
hide me and o ge ing ha . [30181F]
The exp ession o nega i e emo ions is he hi d mos ecu en
s a egy (58%). En wined wi h jus i ying hei complain , s uden s

ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
64
The in luence o gende on complain emails in se ice encoun e s...
exp ess hei disappoin men and how he si ua ion nega i ely
impac ed hei expe ience. In e es ingly, howe e , almos all he
emale s uden s in he sample (20 ou o 28, hence 71.4%) eso o his
s a egy, which is less equen among male pa icipan s (9 ou o 22,
41%). Mo eo e , emale s uden s o en e e o hei whole amily
being nega i ely a ec ed, e en hough being a amily aca ion was
no p omp ed in he o iginal ask, as illus a ed by (10) and (11):
(10) This la si ua ion eally s essed me ou , and my amily,
who I was isi ing, could app ecia e ha upse eeling on
me, so indi ec ly his also a ec ed o hem. [30185F]
(11) Fo ha eason and o you s mis ake, we couldn’ enjoy ou
a el in he o m ha we wan ed. Fo example, I needed o
slep wi h my sons when I only wan ed o slep wi h my
husband o had a good ime in he nigh . [30200F]
Male s uden s, howe e , o en e e o hei a elling ei he
indi idually o wi h o he iends a he han wi h amily:
(12) Thanks o no ha ing 3 beds one o my iends woke up wi h
a emendous pain in he back. Fo ins ance, ha is he
eason why he missed he ac i i ies planned o ha day.
And he o he iend cough a cold o aking a showe wi h
he b oken hea e . [30202M]
I could be a gued ha bo h e e ing o amily o iends and he
exp ession o nega i e emo ions mos ly by emale s uden s show
lea ne s a e inad e en ly pe pe ua ing gende s e eo ypes (Ko ek e
al., 2021). Di e ences, howe e , a e no s a is ically signi ican , as
Pea son’s X2 es ende s a
p alue
o .116.
4.3. Mo e 3: Remedia ion4.3. Mo e 3: Remedia ion
Toge he wi h he s a emen o he p edicamen , mo e 3 is c ucial in
he o mula ion o complain s as i is he s age whe e he w i e asks
ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
65
Ma ía-del-Ca men Méndez-Ga cía y Ca men Maíz-A é alo
o a compensa ion o emedia ion o he p edicamen . In he
p esen con ex , whe e s uden s ha e al eady expe ienced he
p oblem (i.e. he accommoda ion did no li e up o expec a ions),
he e is no chance o emedia ion on he spo bu o a u u e
compensa ion (e.g. in he o m o a ouche o a u u e holiday).
Fi e s a egies we e used in his mo e: eques o ed ess, demand
o ed ess, sugges ion, h ea ening he se ice p o ide and
p o iding e idence (in he o m o pho og aphs aken by he
dissa is ied cus ome ). Table 3 summa ises he s a egies ound in
he hi d mo e acco ding o gende .
Table 3. Mo e 3 and gende
S a egies Female (N= 28) Male (N=22) To al (50)
Reques ing ed ess 16 (40%) 6 (17.6%) 22 (30%)
Demanding ed ess 6 (15%) 9 (26.4%) 15 (20%)
Sugges ing a solu ion 5 (12.5%) 0 (0%) 5 (7%)
Th ea ening he p o ide 1 (2.5%) 9 (30%) 10 (13.5%)
P o iding e idence 12 (30%) 10 (45.4%) 22 (29.5%)
To al 28 (100%) 22 (100%) 50 (100%)
Al hough bo h eques ing and demanding o compensa ion a e
di ec i e speech ac s whe e he add esse expec s a u u e ac ion on
he add essee’s pa , he main di e ence be ween hem is ha
eques s poli ely mi iga e he ace- h ea on he ecipien o he
di ec i e whe eas demands do no . Reques s we e employed by 16
ou o he emale s uden s (40%) and 6 ou o 22 male s uden s
(17.6%), as in (13) by a emale s uden , and (14), a demand o mula ed
by a male s uden . As can be seen, he s uden in (13) employs a g ea
deal o mi iga ing s a egies o make he eques less ace-
h ea ening o he ecipien , in wha could a guably be conside ed
an o e -poli e eques :
(13) In o de o ind a solu ion, I was wonde ing i exis any
possibili y o e u n ou c edi om you agency, o i you
ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
66
The in luence o gende on complain emails in se ice encoun e s...
ha e o he sugges ions I would be g a e ul i you could send
me mo e in o ma ion. [30180F]
(14) This is why, a e his expe ience, I demand a compensa ion.
[30170M]
I is in e es ing o poin ou an isola ed case o a male s uden who,
al hough lacking he linguis ic abili y, ealises his speech ac by
means o Spanish ans e s (“
exijo una compensación momena ia
”)
(“I demand mone a y compensa ion”):
(15) By he way I exigy a mone a ium compensa ion. [30169M]
A guably, sugges ions also belong o he mac o ca ego y o
di ec i es, albei hei ace- h ea is poli ely mi iga ed (B own and
Le inson, 1987). In he da ase a hand, only 5 emale s uden s
pe o m his speech ac , as in (16):
(16) In o de o ind a solu ion we p opose ge ing a new la in
Sco land wi h a 75% discoun and he eimbu smen o he
quan i y paid o he p e ious la . [30201F]
This seems o con adic p e ious s udies, whe e male lea ne s we e
shown o a ou sugges ions as a possible solu ion o a p edicamen
(Maíz-A é alo and Méndez-Ga cía, 2023). Howe e , i could be a gued
ha , in he sample unde sc u iny, he choice is de e mined ou o
poli eness o emale lea ne s whe eas male pa icipan s see his
pa icula si ua ion as a con ex whe e hey ha e a igh o demand
compensa ion, as dissa is ied clien s, wi hou any need o poli e
mi iga ion. The di ec ness o complain s by male pa icipan s is, in
ac , in line wi h p e ious s udies, whe e hey a e also shown o be
mo e agg essi e han hei emale coun e pa s (e.g. Kakolaki and
Shah okhi; 2016).
The highe le el o di ec ness and agg ession by male lea ne s
may also accoun o he ema kably highe use o h ea s as
opposed o he emale s uden s o he da ase . Thus, 9 ou o 22 male
s uden s (30%) h ea en he se ice p o ide in con as o only one
emale s uden doing so. Th ea s a e qui e di ec and ace-
ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
67
Ma ía-del-Ca men Méndez-Ga cía y Ca men Maíz-A é alo
h ea ening and ange om aking legal ac ion o pos ing a nega i e
e iew in social media, as illus a ed by examples (17) o (19), all o
hem by male s uden s:
(17) O else I will ake his case o he cou s. [30170M]
(18) I no , I will w i e a nega i e commen on Sco holidays.com
and nex a elle s will no come a you la s. [30173M]
(19) As long as you paid me he compensa ion o wo housand
dolla s, he e will no be consequences. I you unpaid me,
o su e I am going o alk wi h my ad ocade [30167M]
Finally, his mo e includes a con ex -bound s a egy -i.e. p o iding
e idence o he complain . Al hough his was included as pa o he
p omp o he ask, no e en hal he s uden s (29.5%) complied wi h
he ins uc ion. Rega ding gende , howe e , male s uden s we e
mo e p one o include his e e ence o pho og aphic e idence han
hei emale coun e pa s (45.4% e sus 30%, espec i ely), as
illus a ed by (20) and (21) by a emale and male s uden , espec i ely:
(20) I will pu in his mail some pho os o see he e ible la ’s
condi ions [30187F]
(21) Please see he pho os a ached below [30189M]
A e ca ying ou Pea son’s X2 es , i was ound ha he di e ences
in Mo e 3 we e s a is ically signi ican , wi h
p alue
ende ing .002.
This means gende does a ec he way hese pa icipan s pe o m
Mo e 3.
3.4. Mo e 4: Closing3.4. Mo e 4: Closing
The inal mo e in a complain email o le e is closing, which may
be pe o med by one o a combina ion o he ollowing s a egies:
p e-closing, which includes he sub-s a egies o appeal o ac ion
such as “I look o wa d o hea ing om you” and o opening a
channel o u u e communica ion as in “we can discuss i u he ”,
ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
74
The in luence o gende on complain emails in se ice encoun e s...
Bibe , D., Conno , U., & Up on, T. (2007).
Discou se on he mo e
. Ams e dam:
John Benjamins.
Bou-F anch, P. (2011). Openings and closings in Spanish email con e sa ions.
Jou nal o P agma ics
,
43
(6), 1772-1785. doi: 10.1016/j.p agma.2010.11.002
Chen, Y-S. (2015). De eloping Chinese EFL lea ne s’ email li e acy h ough
eques s o acul y.
Jou nal o P agma ics, 75,
131-149. doi: 10.1016/j.
p agma.2014.05.009
Chen, Y-S., Chun-Yin, D. C., & Chang, M-H. (2011). Ame ican and Chinese
complain s: S a egy use om a c oss-cul u al pe spec i e.
In e cul u al
P agma ics
,
8
(2), 253-275. doi: 10.1515/ip g.2011.012
Codina-Espu z, V. (2022). S uden s’ pe cep ion o social con ex ual a iables
in mi iga ing email eques s.
The G o e. Wo king Pape s on English
S udies
,
29,
57-79. doi: 10.17561/g o e. 29.6644
Council o Eu ope. (2020).
Common Eu opean F amewo k o Re e ence o
Languages: Lea ning, eaching, assessmen - Companion Volume
.
Re ie ed om h ps:// m.coe.in /common-eu opean- amewo k-o -
e e ence- o -languages-lea ning- eaching/16809ea0d4
Da Sil a, A. M. (2014). Analyzing complain s by Indonesian EFL speake s.
Cel . A Jou nal o Cul u e, English Language Teaching & Li e a u e
,
1,
63-81.
Economidou-Koge sidis, M. (2015). Teaching email poli eness in he EFL/
ESL class oom.
ELT Jou nal
,
69
(4), 415-424. doi: 10.1093/el /cc 031
Economidou-Koge sidis, M. (2016). Va ia ion in e alua ions o he (im)
poli eness o emails om L2 lea ne s and pe cep ions o pe sonali y o
hei sende s.
Jou nal o P agma ics
,
106,
1-19. doi: 10.1016/j.p agma.2016.
10.001
Economidou-Koge sidis, M. (2018). “M Paul, please in o m me acco dingly”:
Add ess o ms, di ec ness and deg ee o imposi ion in L2 emails.
P agma ics
,
28
(4), 489-515. doi: 10.1075/p ag.17025.eco
Esh aghi, A., & Shah okhi, M. (2016). The ealiza ion o complain s a egies
among I anian emale EFL lea ne s and emale na i e English
speake s: A poli eness pe spec i e.
In e na ional Jou nal o English
Linguis ics
,
6
(2), 9-20. doi: h p://dx.doi.o g/10.5539/ijel. 6n2p9

ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
75
Ma ía-del-Ca men Méndez-Ga cía y Ca men Maíz-A é alo
Goodman, J., & Newman, S. (2003).
Unde s anding cus ome beha iou and
complain s. Quali y P og ess
, 51-55.
Halenko, N., Sa ić, M., & Economidou-Koge sidis, M. (2021). Second
language email p agma ics. In oduc ion. In M. Economidou-
Koge sidis, M. Sa ić & N. Halenko (Eds.),
Email p agma ics and second
language lea ne s
(pp. 1-12). Ams e dam: John Benjamins.
Hasyim, K., & Hasyim, M. (2020). The speech ac o complain : Socio-
cul u al compe ence used by na i e speake s o English and Indonesian.
In e na ional Jou nal o Psychosocial Rehabili a ion
,
24
(6), 14016-14028.
doi: 10.37200/IJPR/V24I6/PR261351
Hidalgo, L., Hidalgo, R., & Downing, A. (2014). S a egies o (in)di ec ness in
Spanish speake s’ p oduc ion o complain s and disag eemen s in
English and Spanish. In M. A. Gómez González, F. J. Ruiz de Mendoza
Ibáñez, F. Gonzál ez Ga cía & A. Downing Ro hwell (Eds.),
The
unc ional pe spec i e on language and discou se: Applica ions and
implica ions
(pp. 261-284). Ams e dam: John Benjamins.
Iglesias Recue o, S. (2007/2017). Poli eness s udies on peninsula Spanish. In
M. E. Placencia & C. Ga cía (Eds.),
Resea ch on poli eness in he Spanish-
speaking wo ld
(pp. 21-34). London: Rou ledge.
Kakolaki, L. N., & Shah okhi, M. (2016). Gende di e ences in complain
s a egies among I anian uppe in e media e EFL s uden s.
S udies in
English Language Teaching
,
4
(1), 1-15.
Ke oe-Feldman, H. (2018). The in e ac ional wo k o supp essing complain s
in cus ome se ice encoun e s.
Jou nal o P agma ics
,
123,
102-112. doi:
10.1016/j.p agma.2017.10.018
Ko ek, H., Dockum, R., Babinski, S., & Geissle , C. (2021). Gende bias and
s e eo ypes in linguis ic example sen ences.
Language
,
97
(4), 653-677.
Laabidi, A., & Bous iha, A. (2020). Speech ac o complaining: Socio-
p agma ic s udy o complain by Mo occan EFL lea ne s.
In e na ional
Jou nal o Language and Li e a y S udies
,
2
(2), 148-155. doi: 10.36892/ijlls.
2i2.294
Laza escu, R. C. (2020)
L2 P agma ics in an English-Medium Uni e si y
Se ing: Examining he p oduc ion and pe cep ion o eques s in
ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
76
The in luence o gende on complain emails in se ice encoun e s...
Business s uden s’ email w i ing
(Doc o al disse a ion, Uni e sidad
Compu ense de Mad id, Mad id, Spain). Re ie ed om h ps://
p oduccioncien i ica.ucm.es/documen os/6100c2007d 8c57203a7d809
Maíz-A é alo, C., & Méndez-Ga cía, M. C. (2023). “I would like o complain”:
A s udy o o mal w i en complain s by Spanish EFL lea ne s.
In e cul u al P agma ics
,
20
(2), 161-197. doi: 10.1515/ip-2023-2003
Mo ales Ruiz, J. (2023). Emails o complain s: he e ec s o ask-based
p agma ic ins uc ion in L2 Spanish.
Jou nal o Spanish Language
Teaching
. doi: 10.1080/23247797.2022.2154015
Nguyen, T. T. M., & Pham, T. T. T. (2021). L2 emails o complain s. S a egy
use by low and high p o iciency lea ne s o English as a o eign
language. In M. Economidou-Koge sidis, M. Sa ić & N. Halenko (Eds.),
Email p agma ics and second language lea ne s
(pp. 41-70). Ams e dam:
John Benjamins.
Olsh ain, E., & Weinbach, L. (1987). Complain s: A s udy o speech ac s
beha io among na i e and non-na i e speake s o Heb ew. In J.
Ve schue en & M. Be ucelli-Papi (Eds.),
The p agma ic pe spec i e
(pp.
195-208). Ams e dam: John Benjamins.
O habe , S., & Má quez Rei e , R. (2011). “Talk o he hand”. Complain s o
a public anspo company.
Jou nal o P agma ics
,
43
(15), 3860-3876. doi:
10.1016/j.p agma.2011.10.004
Pa k, J. (2001). Ko ean EFL lea ne s ‘ poli eness s a egies in hei
complain s.
The Linguis ic Associa ion o Ko ea Jou nal
,
9
(1), 185-209.
Pas o Villalba, C. (2011).
Es udio anscul u al del discu so a gumena i o:
la queja esc i a en español y alemán
(Doc o al disse a ion, Uni e si a
Pompeu Fab a, Ba celona, Spain). Re ie ed om h ps://www. dx.ca /
handle/10803/51577
P yka pa ska, I. (2008). Why a e you la e? C oss-cul u al p agma ic s udy o
complain s in Ame ican English and Uk ainian.
Re is a Alican ina de
Es udios Ingleses, 21,
87-102.
Salaza Campillo, P. (2018). S uden -ini ia ed email communica ion: An
analysis o openings and closings by Spanish EFL lea ne s.
Sin agma
,
30,
81-93. doi:10.21001/sin agma.2018.30.05
ELIA 24, 2024, pp. 43-77 DOI: h p://dx.doi.o g/10.12795/elia.2024.i24.2
77
Ma ía-del-Ca men Méndez-Ga cía y Ca men Maíz-A é alo
Thong ong, T. (2022). Complain esponses in business emails: An
in e language p agma ic s udy o Thai EFL lea ne s.
Educa ion
Qua e ly Re iews
,
5
(3), 309-324. doi: 10.31014/aio .1993.05.03.547
Thong ong, T., & S iou ai, J. (2019). Gende and ques ions as complain s: An
in e language p agma ic s udy.
LEARN Jou nal: Language Educa ion
and Acquisi ion Resea ch Ne wo k Jou nal
,
12
(2), 122-140.
T ench, M. (1995). P agma ic s a egies in Ca alan and English complain s:
A compa a i e s udy o na i e and EFL speake s.
Language Qua e ly
,
33
(3-4). 160-182.
Uni ed Na ions (2023). Sus ainable De elopmen Goals (SDGs). A ailable a
h ps://www.un.o g/sus ainablede elopmen /sus ainable-de elopmen -
goals/ (Las accessed No embe 2023).
Usó-Juan, E., & Ma ínez-Flo , A. (2017). P o iciency e ec on EFL lea ne s’
ealiza ion o complain s. In C. Va gas-Sie a (Ed.),
P o essional and
academic discou se: An in e disciplina y pe spec i e
(pp. 75-81).
Re ie ed om h ps://easychai .o g/publica ions/ olume/AESLA_2016
Yang, H., & Wu, X. (2022). Language lea ning mo i a ion and i s ole in
lea ne complain p oduc ion.
Sus ainabili y
,
14
(17). doi: 10.3390/
su141710770
Yuan, Z-M., & Zhang, R. (2018). In es iga ing longi udinal p agma ic
de elopmen o complain s made by Chinese EFL lea ne s.
Applied
Linguis ics Re iew
,
9
(1), 63-87. doi: 10.1515/appli e -2016-1017
Fi s e sion ecei ed: May, 2024
Final e sion accep ed: Oc obe , 2024