Concepedia

Complaints Analytics

Complaints Analytics is a methodological framework within customer experience management that systematically identifies, classifies, and analyzes patterns in customer complaints to inform service improvement strategies.

28

Publications

819

Citations

75

Authors

35

Institutions

Publications per year

2017–2026

15

Parents

Publications

28

An Analysis of Customers' E-Complaints for Luxury Resort Properties

Tianshu Zheng, Hyewon Youn, Clark S. Kincaid · Journal of Hospitality Marketing & Management · 2009 · 107 citations

, , +14

Online Complaining Behavior in Mainland China Hotels: The Perception of Chinese and Non-Chinese Customers

Norman Au, Dimitrios Buhalis, Rob Law · International Journal of Hospitality & Tourism Administration · 2014 · 96 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

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

Analysis of Customer Complaints Data using Data Mining Techniques

Amani Ghazzawi, Basma Alharbi · Procedia Computer Science · 2019 · 43 citations · Full text

, , +17

1–5 of 28

Authors

75

  1. AF
    Alireza Faed

    Curtin University, Australia

    2 publications · 55 citations

    2

    h-index

  2. WL
    Weng-Kun Liu

    Feng Chia University, Taiwan

    2 publications · 34 citations

    2

    h-index

  3. OK
    Omar Khadeer Hussain

    University of Technology Sydney, Australia

    2 publications · 55 citations

    2

    h-index

  4. EC
    Elizabeth Chang

    Curtin University, Australia

    2 publications · 55 citations

    2

    h-index

  5. CY
    Chia-Chun Yen

    Feng Chia University, Taiwan

    2 publications · 34 citations

    2

    h-index

1–5 of 75

Institutions

35

  1. Feng Chia University

    Taichung, Taiwan

    2 h-index

    4 publications

    68 citations

  2. University of Nevada, Las Vegas

    Las Vegas, United States

    2 h-index

    3 publications

    163 citations

  3. Yuan Ze University

    Taoyuan District, Taiwan

    1 h-index

    2 publications

    52 citations

  4. National Pingtung University of Science and Technology

    Pingtung City, Taiwan

    1 h-index

    2 publications

    96 citations

  5. Shandong Provincial Hospital

    Jinan, China

    1 h-index

    2 publications

    32 citations

  6. Complex Engineering System Institute

    Santiago, Chile

    1 h-index

    2 publications

    70 citations

  7. Yaşar University

    Izmir, Türkiye

    1 h-index

    3 publications

    45 citations

  8. Johns Hopkins University

    Baltimore, United States

    1 h-index

    5 publications

    135 citations

1–8 of 35

Venues

  1. Sustainability

    2 publications · 72 citations

    2

    h-index

  2. Advanced Engineering Informatics

    1 publications · 50 citations

    2

    h-index

  3. Resources Policy

    1 publications · 12 citations

    1

    h-index

  4. 1

    h-index

  5. Service Oriented Computing and Applications

    1 publications · 29 citations

    1

    h-index

1–5