A content analysis of complaints and compliments
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 February 2003
Abstract
The research question focused on in this study is whether complaint and compliment contain different service quality attributes. A sample of 236 complaints and 69 compliments collected by a public transport company were analyzed by means of the critical incident technique. The results of previous research were confirmed and showed that perceived service quality attributes in public transport involve employee behavior, reliability, simplicity and design. It was further concluded that reliability of service causes frequently more complaints than compliments. How customers are treated by the employees was found to be more frequent in compliments.
Keywords
Citation
Friman, M. and Edvardsson, B. (2003), "A content analysis of complaints and compliments", Managing Service Quality: An International Journal, Vol. 13 No. 1, pp. 20-26. https://doi.org/10.1108/09604520310456681
Publisher
:MCB UP Ltd
Copyright © 2003, MCB UP Limited