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Chapter One Introduction 1.1 Rationale of the Study 1.2 Objectives of the Study 1.3 Data and Methodology 1.3.1 Criteria for Selecting Data 1.3.1.1 Emotion Talks and Emotional Talks 1.3.1.2 Complaining 1.3.2 Data Collection and Description 1.3.3 Method for Analysis 1.4 Overview of the Chapters 1.5 Summary Chapter Two Literature Review 2.1 Introduction 2.2 Approaches to the Study of Language and Emotion 2.2.1 The Cognitive Linguistic Approach 2.2.2 The Linguistic Anthropological Approach 2.2.3 The Psycholinguistic Approach 2.2.4 The Sociolinguistic Approach 2.2.5 The Computational Linguistic Approach 2.2.6 The Pragmatic Approach 2.3 Complaint Research 2.3.1 Complaint Research Abroad 2.3.1.1 Relevant Research on Emotion Expression in Complaints 2.3.1.2 Other Enlightening Research on Complaints 2.3.2 Complaint Research in China 2.4 Summary Chapter Three Theoretical Framework 3.1 Introduction 3.2 Theories about Framing 3.2.1 Goffman's Framing Theory 3.2.1.1 Footing 3.2.1.2 Framing 3.2.2 Framing: An Evaluative Act of Alignment or Disalignment 3.3 Du Bois' Stance Triangle Theory 3.4 Linking Emotional Utterances and Frames via Work of Stancetaking 3.5 Summary Chapter Four Aspects of Emotional Utterances in Complaint Conversations 4.1 Introduction 4.2 Linguistic Triggers to Emotional Utterances in Complaint Conversations 4.2.1 Rejections 4.2.2 Breakdowns in Turn-taking Organization 4.2.3 Rhetorical Questions 4.2.4 Irony 4.2.5 Metapragmatic Comments 4.2.6 Inappropriate Person-referring Expressions 4.2.7 Profanity 4.3 Essential Features of Emotional Utterances in Complaint Conversations 4.3.1 Negative Emotion Inferability 4.3.2 Attitudinal Negativity 4.3.3 Face-threatening Effect 4.4 Discursive Strategies for Making Emotional Utterances in Complaint Conversations 4.4.1 Rhetorical Questions 4.4.2 Repetitions 4.4.3 Deictic Expressions 4.4.4 Projected Alignments and Delayed Disalignments 4.5 Functions of Strategic Use of Emotional Utterances in Complaint Conversations 4.5.1 Appealing for Sympathy and Support 4.5.2 Projecting Stances and Identities 4.5.3 Putting Pressure on the Hearer(s) 4.5.3.1 Motivating the Hearer(s) to Do Something 4.5.3.2 Making the Hearer(s) Refrain from Doing Something 4.5.4 Mitigation 4.6 Summary Chapter Five Emotional Utterances in the Construction of Complaint Frame via Stancetaking 5.1 Introduction 5.2 Emotional Utterances in Framing Complaints about the Recipient(s) 5.2.1 Directing Complaints Explicitly to the Recipient(s) 5.2.2 Directing Complaints Implicitly to the Recipient(s) 5.3 Emotional Utterances in Framing Third-party Complaints 5.3.1 Expressing Alignments with the Complaints 5.3.2 Expressing Disalignments with the Complaints 5.4 Emotional Utterances in Framing Self-complaints 5.4.1 Sincere Self-complaints 5.4.2 Insincere Serf-complaints 5.5 Emotional Utterances in Framing Reproduced Complaints 5.5.1 Reproduction of Speakers' Own Complaints 5.5.2 Reproduction of Complaints Directed towards the Speakers 5.5.3 Reproduction of Overheard Complaints 5.6 Emotional Utterances in Construction of Complaint Frame via Style-shifting 5.7 Summary Chapter Six Condusion 6.1 Introduction 6.2 Major Findings of the Study 6.3 Significance of the Study 6.4 Limitations of the Study 6.5 Directions for Future Research 6.6 Summary Appendix Transcription Conventions Bibliography