Concepedia

Complaint Analytics

Complaint Analytics is a retail service analytics method that systematically identifies, categorizes, and analyzes customer complaints to diagnose service failures and inform targeted service quality improvements.

24

Publications

683

Citations

81

Authors

43

Institutions

Publications per year

2017–2026

11

Parents

Publications

24

Stopping outgoing spam

Joshua Goodman, Robert Rounthwaite · 2004 · 68 citations

, , +11

What consumer complaints should hoteliers prioritize? Analysis of online reviews under different market segments

Jie Wu, Narisa Zhao · Journal of Hospitality Marketing & Management · 2022 · 52 citations

, , +17

Customer complaints monitoring with customer review data analytics: An integrated method of sentiment and statistical process control analyses

Juram Kim, Chiehyeon Lim · Advanced Engineering Informatics · 2021 · 50 citations

, , +17

An Analysis of Risk Factors for Patient Complaints About Ambulatory Anesthesiology Care

J. Matthew Kynes, Jonathan S. Schildcrout, Gerald B. Hickson et al. · Anesthesia & Analgesia · 2013 · 49 citations

, , +13

Predicting Online Complaining Behavior in the Hospitality Industry: Application of Big Data Analytics to Online Reviews

Raksmey Sann, Pei‐Chun Lai, Shu‐Yi Liaw et al. · Sustainability · 2022 · 48 citations · Full text

, , +17

1–5 of 24

Authors

81

  1. OK
    Omar Khadeer Hussain

    University of Technology Sydney, Australia

    2 publications · 55 citations

    2

    h-index

  2. EC
    Elizabeth Chang

    Curtin University, Australia

    2 publications · 55 citations

    2

    h-index

  3. CY
    Chia-Chun Yen

    Feng Chia University, Taiwan

    2 publications · 34 citations

    2

    h-index

  4. AF
    Alireza Faed

    Curtin University, Australia

    2 publications · 55 citations

    2

    h-index

  5. WL
    Weng-Kun Liu

    Feng Chia University, Taiwan

    2 publications · 34 citations

    2

    h-index

1–5 of 81

Institutions

43

  1. Feng Chia University

    Taichung, Taiwan

    2 h-index

    4 publications

    68 citations

  2. Toronto Metropolitan University

    Toronto, Canada

    1 h-index

    1 publications

    26 citations

  3. Gunadarma University

    Depok, Indonesia

    1 h-index

    2 publications

    30 citations

  4. UNSW Canberra

    Canberra, Australia

    1 h-index

    3 publications

    78 citations

  5. China Southern Power Grid (China)

    Guangzhou, China

    1 h-index

    1 publications

    11 citations

  6. State University of Medan

    Medan, Indonesia

    1 h-index

    1 publications

    15 citations

  7. University of Nevada, Las Vegas

    Las Vegas, United States

    1 h-index

    2 publications

    56 citations

  8. Universidad de Los Andes, Chile

    Santiago, Chile

    1 h-index

    4 publications

    140 citations

1–8 of 43

Venues

  1. Sustainability

    2 publications · 72 citations

    2

    h-index

  2. Journal of Physics Conference Series

    1 publications · 15 citations

    1

    h-index

  3. Anesthesia & Analgesia

    1 publications · 49 citations

    1

    h-index

  4. Applied Soft Computing

    1 publications · 26 citations

    1

    h-index

  5. Procedia Computer Science

    1 publications · 43 citations

    1

    h-index

1–5