complaints on the web, the purpose of this paper is to investigate the complaints posted by guests who have stayed at luxury … hotels in Kuala Lumpur, Malaysia. Design/methodology/approach – The dataset for this paper is a compilation of hotel reviews … the highest number of complaints from the luxury hotel guests, and suggest that Malaysian hoteliers should focus on the …

contact employees should behave and which qualities they should possess. The study also aims to explore the comparability of …. Practical implications – If companies know what customers expect, contact employees may be trained to adapt their behavior to …

employees dealing with customer complainants in personal interactions. Previous research revealed that excitement factors … service employees. Design/methodology/approach – Data were collected using Kano questionnaires from 272 respondents with … what complaining customers expect, frontline employees may be trained to adapt their behaviour to their customers …

frontline employees in personal complaint handling encounters. For this purpose, an exploratory research study using the … attributes for complaining customers are the contact employees' authenticity, competence and active listening skills. These … companies know what complaining customers expect, frontline employees may be trained to adapt their behaviour to their customers …

European Union according to recent EU studies (SMREC, 2013). Consumer complaints are numerous according to official statistics …. In turn, consumer complaints (and how well they are dealt with) influence customer satisfaction and retention. This paper … analyzes the determinants of the different types of complaints filed by residential consumers in Spain using the survey CIS …