Analysing the preferred characteristics of frontline employees dealing with customer complaints – a cross-national Kano study

T. Gruber, Ibrahim Abosag, Alexander Reppel, I. Szmigin

Research output: Contribution to journalArticlepeer-review


This paper seeks to use the Kano model to gain a deeper understanding of attributes of effective frontline employees dealing with customer complainants in personal interactions. Previous research revealed that excitement factors deteriorate to basic factors over time. This research aims to investigate whether the same phenomenon holds true for attributes of service employees.
Original languageEnglish
Pages (from-to)128-144
Journalthe TQM Journal
Issue number2
Publication statusPublished - 2011


  • Complaints
  • Customer satisfaction
  • Customer service management
  • Employees

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