The influence of gender on complaint emails in service encounters by B2 EFL Spanish speakers

Abstract

The speech act of complaining presents a considerable challenge due to its face-threatening nature, requiring a high level of pragmatic competence. This challenge is intensified when complainants communicate in a language other than their native tongue, as they may lack familiarity not only with the linguistic forms required but also with the sociopragmatic nuances involved. The present study adopts a mixed-method corpus-learner approach by analysing a dataset of complaint emails from service encounters authored by 50 Spanish students learning English as a foreign language (EFL). Specifically, it seeks to address two research questions: (a) What strategies and moves shape the structure of complaint emails written by Peninsular Spanish EFL students in service encounters? And (b) To what degree does the variable of gender influence the composition of complaint emails in this context? It is hypothesised that students, albeit partially aware of the structure of this kind of emails, might transfer some strategies from their L1. Regarding gender, it is expected that female students will mitigate their complaint while male students will perform complaints more directly. The findings support both hypotheses as students recognise the necessity of following a four move structure and acknowledge the impact of the variables of power and interpersonal distance. However, notable distinctions emerge between female and male students regarding their utilisation of strategies and sub-strategies within each move, potentially perpetuating gender-based stereotypes. These findings highlight the need for targeted language instruction that addresses both linguistic and sociopragmatic aspects.