The topic of complaint management is receiving more and attention in both practise research, particularly the public complaint. Service delivery that meets needs its customers has become one important indicator determines quality governments’ services. This paper presents an analysis managed by Public Complaint Bureau (PCB) Malaysia; a specialised body handles complaints. aims to analyse effect...

Customer complaint is an important kind of information coming from customers and it is a primary measure of customer dissatisfaction. In order that complaint information could be understood and processed by machine automatically, more semantic descriptions are needed. Ontology has become a promising technology to express semantics and OWL (Ontology Web Language) has the ability to express seman...

Although the importance of complaint management for the success of companies is acknowledged, it is little noticed in comparison to other issues of customer relationship management. In literature on complaint management we barely find concrete approaches that focus on a sustainable increase of shareholder value as well as on dynamic effects like e. g. repurchase behavior and word of mouth. By t...