A pragmatic analysis of students’ complaints and professors’ responses to complaints: A case study of an Egyptian private university

References

• Al-Shorman, R. A. (2016). Saudi and Jordanian undergraduates’ complaining strategies: A comparative interlanguage educational linguistic study. Arab World English Journal, 7(1), 203–22. https://doi.org/10.24093/awej/vol7no1.14
   Google Scholar
• Álvarez, G. M. (2014). The translation of negative politeness in García Márquez’s novel Cien Anos de Soledad. Forma Función, 27(1), 109–126. https://doi.org/10.15446/fyf.v27n1.46948
   Google Scholar
• Araújo, A. D. (2012). Academic genres in university contexts: An investigation of students’ book reviews writing as classroom assignments. In C. Bazerman (Ed.), International advances in writing research: Cultures, places, measures pp. 319–333. Parlor Press e WAC Clearinghouse. https://doi.org/10.37514/PER-B.2012.0452.2.18
   Google Scholar
• Baron, A. (2002). Acquisition in Interlanguage Pragmatics: How to do things with words in a study abroad context. J. Benjamins Pub. Co. https://doi.org/10.1075/pbns.108
   Google Scholar
• Brown, P., & Levinson, S. (1978). Universals in language usage: Politeness phenomena. In E. Goody (Ed.), Questions and politeness: Strategies in social interaction (pp. 56–310). Cambridge University Press.
   Google Scholar
• Brown, P., Levinson, S. C., & Gumperz, J. J. (1987). Politeness: Some universals in language usage. Cambridge University Press. https://doi.org/10.1017/CBO9780511813085
   Google Scholar
• Chen, Y., Chen, C. D., & Chang, M. (2011). American and Chinese complaints: Strategy use from a cross-cultural perspective. Intercultural Pragmatics, 8(2), 253–275. https://doi.org/10.1515/iprg.2011.012
   Web of Science ®Google Scholar
• Culpeper, J., & Terkourafi, M. (2017). Pragmatic approaches (im)politeness. In J. Culpeper, M. Haugh, & D. Kádár (Eds.), The Palgrave handbook of linguistic (im)politeness (pp. 11–39). Palgrave Macmillan UK. https://doi.org/10.1057/978-1-137-37508-7_2
   Google Scholar
• Demeter, G. (2007). Symposium article: Role-plays as a data collection method for research on apology speech acts. Simulation & Gaming, 38(1), 83–90. https://doi.org/10.1177/1046878106297880
   Google Scholar
• Eelen, G. (2001). A critique of politeness theories. St Jerome Publishing.
   Google Scholar
• El-Dakhs, D. A. S. (2020). The art of saying “No” to university students: A pragmatic analysis of the speech act of refusal in teacher-student role-plays. Journal of Language and Education, 6(4), 140–152. https://doi.org/10.17323/jle.2020.11271
   Web of Science ®Google Scholar
• El-Dakhs, D. A. S., & Ahmed, M. M. (2021a). A variational pragmatic analysis of the speech act of complaint focusing on Alexandrian and Najdi Arabic. Journal of Pragmatics, 181, 120–138. https://doi.org/10.1016/j.pragma.2021.05.023
   Web of Science ®Google Scholar
• El-Dakhs, D. A. S., & Ahmed, M. M. (2021b). “What I advise you to do is…”. Language and Dialogue, 11(3), 405–432. https://doi.org/10.1075/ld.00099.dak
   Web of Science ®Google Scholar
• El-Dakhs, D. A. S., Alhaqbani, J. N., Althaqafi, M., & Alfouzan, S. (2019a). How do Saudis complain? A dialogue-analytic analysis of the Najdi dialect. Language and Dialogue, 9(2), 264–293. https://doi.org/10.1075/ld.00041.eld
   Web of Science ®Google Scholar
• El-Dakhs, D. A. S., Ambreen, F., Zaheer, M., & Gusarova, Y. (2019b). A pragmatic analysis of the speech act of criticizing in university teacher-student talk: The case of English as a lingua franca. Pragmatics, 29(4), 493–520. https://doi.org/10.1075/prag.18028.eld
   Web of Science ®Google Scholar
• El-Dakhs, D. A. S., & Ibrahim, N. G. (2022). Egyptian parents’ responses to children’s complaints: Focusing on the influence of sex and age. Journal of Pragmatics, 200, 52–72. https://doi.org/10.1016/j.pragma.2022.07.008
   Web of Science ®Google Scholar
• El-Dakhs, D. A. S., & Ibrahim, N. G. (2022). The realization of the speech acts of complaint and responding to complaint in Vodafone Egypt versus Vodafone UK: A cross-cultural pragmatic study. Language and Dialogue.
   Web of Science ®Google Scholar
• El-Dakhs, D. A. S., Rahman, M., Muhammad, M., & Amroun, F. (2019c). The Saudi EFL learners’ complaint behaviour: A study on interlanguage pragmatics. Asian EFL Journal, 24(4), 295–324.
   Google Scholar
• Ewiss, M. A. Z. (2021). Assessment of school’s evaluation system in Egypt before and during COVID-19. American Journal of Humanities and Social Sciences Research, 5(3), 7–22.
   Google Scholar
• Félix-Brasdefer, J. C. (2018). Role plays. In A. H. Jucker, K. P. Schneider, & W. Bublitz (Eds.), Methods in pragmatics (pp. 305–331). De Gruyter Mouton. https://doi.org/10.1515/9783110424928-012
   Google Scholar
• Gebril, A., & Brown, G. T. L. (2014). The effect of high-stakes examination systems on teacher beliefs. Assessment in Education: Principles, Policy & Practice, 21(1), 16–33. https://doi.org/10.1080/0969594X.2013.831030
   Google Scholar
• Gotzner, N., & Mazzarella, D. (2021). Face management and negative strengthening: The role of power relations, social distance, and gender. Frontiers in Psychology, 12, 602977. https://doi.org/10.3389/fpsyg.2021.602977
   PubMed Web of Science ®Google Scholar
• Hall, E. T. (1976). Beyond culture. Anchor Books/Doubleday.
   Google Scholar
• Hartley, L. (1998). A sociolinguistic analysis of face-threat and face-management in potential complaint situations. Faculty Publications – Department of World Languages, Sociology and Cultural Studies, 14. http://digitalcommons.georgefox.edu/lang-fac/14
   Google Scholar
• Hofstede, G. H. (2001). Culture’s consequence: Comparing values, behaviors, institutions, and organizations across nations. Sage.
   Google Scholar
• Hopkinson, C. (2018). Saving face online: Institutional responses to negative customer reviews to negative customer reviews on TripAdvisor. In J. Pelalová & W. Lu (Eds.), Persuasion in public discourse (pp. 181–206). John Benjamins Publications Company. https://doi.org/10.1075/dapsac.79.09hop
   Google Scholar
• Hosseinpur, M. R., Bagheri Nevisi, R., & Lowni, A. (2019). Requesting in an EFL institutional context: Comparing and contrasting WDCT, ODCT, and role-play with natural method. Research in English Language Pedagogy, 7(2), 363–385.
   Google Scholar
• Hyland, F., & Hyland, K. (2001). Sugaring the pill: Praise and criticism in written feedback. Journal of Second Language Writing, 10(3), 185–212. https://doi.org/10.1016/S1060-3743(01)00038-8
   Google Scholar
• Karimkhanlooei, G., & Vaezi, N. (2017). Politeness strategies in written communications: The issue of Iranian EFL learners. Journal of Language and Cultural Education, 5(3), 108–126. https://doi.org/10.1515/jolace-2017-0031
   Google Scholar
• Kozlova, I. (2004). Can you complain? Cross-cultural comparison of indirect complaints in Russian and American English. Prospect, 19(1), 84–105.
   Google Scholar
• Laforest, M. (2002). Scenes of family life. Complaining in everyday conversation. Journal of Pragmatics, 34(10–11), 1595–1620. https://doi.org/10.1016/S0378-2166(02)00077-2
   Web of Science ®Google Scholar
• Liu, P., & Cai, M. (2020). Complaint response strategies in interpersonally sensitive phone interactions in Chinese service. Advances in Social Sciences Research Journal, 7(12), 153–180. https://doi.org/10.14738/assrj.712.9440
   Google Scholar
• Locher, M. (2006). Polite behavior with relational work: The discursive approach to politeness. Multilingua, 25(3), 249–267. https://doi.org/10.1515/MULTI.2006.015
   Google Scholar
• Meinl, M. E. (2010). Electronic complaints: Empirical study on British English and German complaints on eBay. [ Doctoral thesis]. the University of Bonn. from. http://hss.ulb.uni-bonn.de/2010/2122/2122.pdf
   Google Scholar
• Migdadi, F., Badarneh, M. A., & Momani, K. (2012). Public complaints and complaint responses in calls to a Jordanian radio phone-in program. Applied Linguistics, 33(3), 321–341. https://doi.org/10.1093/applin/ams011
   Web of Science ®Google Scholar
• Napolitani, A. (2018). Image repair or self-destruction? A genre and corpus-assisted discourse analysis of restaurants’ responses to online complaints. Critical Approaches to Discourse Analysis Across Disciplines, 10(1), 135–153.
   Google Scholar
• Olshtain, E., & Weinbach, L. (1993). Interlanguage features of the speech act of complaining. In G. Kasper & S. Blum-Kulka (Eds.), Interlanguage pragmatics (pp. 108–122). Oxford University Press.
   Google Scholar
• Pizziconi, B. (2003). Re-examining politeness, face and the Japanese language. Journal of Pragmatics, 35(10–11), 1471–1506. https://doi.org/10.1016/S0378-2166(02)00200-X
   Web of Science ®Google Scholar
• Spencer-Oatey, H. (2000). Rapport management: A framework for analysis. In H. Spencer-Oatey (Ed.), Culturally speaking: Managing rapport through talk across cultures (pp. 11–46). Continuum.
   Google Scholar
• Tereszkiewicz, A. (2019). Responding to customer complaints on English and Polish corporate profiles on Twitter. Pragmatics and Society, 10(2), 205–229. https://doi.org/10.1075/ps.15019.ter
   Web of Science ®Google Scholar
• Trosborg, A. (1995). Interlanguage pragmatics. Walter de Gruyter & Co. https://doi.org/10.1515/9783110885286
   Google Scholar
• Weigand, E. (2010). Dialogue. The mixed game. John Benjamins. https://doi.org/10.1075/ds.10
   Google Scholar