Concepedia

Service Complaints Analysis

Service Complaints Analysis is a systematic method within the field of service evaluation that identifies, categorizes, and interprets customer grievances to assess service quality and inform organizational improvement.

42

Publications

1.7K

Citations

103

Authors

58

Institutions

Publications per year

2017–2026

16

Parents

Publications

42

The Healthcare Complaints Analysis Tool: development and reliability testing of a method for service monitoring and organisational learning

Alex Gillespie, Tom W. Reader · BMJ Quality & Safety · 2016 · 117 citations · Full text

, , +12

Complaints as opportunities

Jerry Plymire · Journal of Consumer Marketing · 1991 · 111 citations

, , +17

A Content Analysis of Consumer Complaints, Remedies, and Repatronage Intentions Regarding Dissatisfying Service Experiences

Alex M. Susskind · Journal of Hospitality & Tourism Research · 2005 · 89 citations

, , +16

Service improvement by business process management using customer complaints in financial service industry

Chong Un Pyon, Ji Young Woo, Sang Chan Park · Expert Systems with Applications · 2010 · 86 citations

, , +17

A 30‐month study of patient complaints at a major Australian hospital

Kathryn L. Anderson, Deidre Allan, Paul Finucane · J Qual Clin Practice · 2001 · 75 citations

, , +16

1–5 of 42

Authors

103

  1. AS
    Aswin Sangpikul

    Dhurakij Pundit University, Thailand

    3 publications · 47 citations

    3

    h-index

  2. IG
    Iddo Gal

    University of Haifa, Israel

    2 publications · 124 citations

    2

    h-index

  3. JC
    Jeanette Collyer

    St Andrew's Healthcare, United Kingdom

    1 publications · 20 citations

    1

    h-index

  4. SW
    Shanshan Wu

    Shandong University, China

    1 publications · 16 citations

    1

    h-index

  5. BA
    Behçet Al

    Gaziantep University, Türkiye

    1 publications · 28 citations

    1

    h-index

1–5 of 103

Institutions

58

  1. Dhurakij Pundit University

    Bangkok, Thailand

    3 h-index

    3 publications

    47 citations

  2. University of Haifa

    Haifa, Israel

    2 h-index

    5 publications

    317 citations

  3. Diyarbakır Askeri Hastanesi

    Diyarbakır, Turkey

    1 h-index

    1 publications

    28 citations

  4. Dalian University of Technology

    Dalian, China

    1 h-index

    2 publications

    104 citations

  5. University of Bengkulu

    Bengkulu, Indonesia

    1 h-index

    2 publications

    28 citations

  6. Korea Advanced Institute of Science and Technology

    Daejeon, South Korea

    1 h-index

    1 publications

    86 citations

  7. Kyung Hee University

    Seoul, South Korea

    1 h-index

    1 publications

    86 citations

  8. National Chin-Yi University of Technology

    Taichung, Taiwan

    1 h-index

    2 publications

    32 citations

1–8 of 58

Venues

  1. Managing Service Quality

    MSQ · 3 publications · 148 citations

    3

    h-index

  2. 2

    h-index

  3. PubMed

    Repository · 2 publications · 53 citations

    2

    h-index

  4. Journal of Service Research

    JSR · 1 publications · 69 citations

    1

    h-index

  5. Information Processing & Management

    1 publications · 30 citations

    1

    h-index

1–5