Gender Differences in Twitter Complaints

Abstract

This study aimed to identify and compare the different strategies used by males and females in making complaints. Both genders adopt different strategies when making complaints. In this qualitative study, the content analysis method was adopted, and based on Trosborg's Theory of Complaint, complaints messages posted by 23 Twitter users were analyzed. The results showed that males perform dissatisfaction more frequently than females. However, females use blame strategy at a higher frequency than males. This research revealed a new perspective on gender differences and valuable insights influencing complaint-making strategies. Keywords: Complaints, Code-switching, Language Choice, Strategies eISSN: 2398-4287 © 2022. The Authors. Published for AMER ABRA cE-Bs by e-International Publishing House, Ltd., UK. This is an open access article under the CC BYNC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia. DOI: https://doi.org/10.21834/ebpj.v7iSI7%20(Special%20Issue).3763