“…Differences in complaint strategies and expression were studied across cultures (Cohen and Olshtain, 1993) and socio-demographic traits (Boxer, 1993a). In naturally occurring text, the discourse structure of complaints has been studied in letters to editors (Hartford and Mahboob, 2004;Ranosa-Madrunio, 2004). In the area of linguistic studies on computer mediated communication, Vásquez (2011) performed an analysis of 100 negative reviews on TripAdvisor, which showed that complaints in this medium often co-occur with other speech acts including positive and negative remarks, frequently make explicit references to expectations not being met and directly demand a reparation or compensation.…”