Analysing the preferred characteristics of frontline employees dealing with customer complaints – a cross-national Kano study. / Gruber, T.; Abosag, Ibrahim; Reppel, Alexander; Szmigin, I.

In: the TQM Journal, Vol. 23, No. 2, 2011, p. 128-144.

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
This open access research output is licenced under a Creative Commons Attribution-NonCommercial-NoDerivs 3.0 Unported License.

ID: 9680411