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Customer Complaint Ontology

The CC-Lexons

Final Draft 21 May 2005

Stemming from the 220 terms within the Customer Complaint context, we have developed 300 lexons, as shown in the table below. A lexon is a lexical rendering of a binary conceptual relation (See [J05]).

These lexons can be downloaded also from this Access DB File.

Context
Term1
Role
Inverse Role
Term1
Customer Complaint Action Request Types Subtypeof Delivery Request
Customer Complaint Action Request Types Subtypeof Sales and contract Request
Customer Complaint Action Request Types Subtype-Of Damage Assessment
Customer Complaint Address Types Subtype-Of Electronic Address
Customer Complaint Address Types Subtype-Of Mailing Address
Customer Complaint Advertising Types Subtype-Of Advertiser not identified
Customer Complaint Advertising Types Subtype-Of False statement
Customer Complaint Advertising Types Subtype-Of Misleading advertising
Customer Complaint Advertising Types Subtype-Of Offensive
Customer Complaint Advertising Types Subtype-Of Unauthorized comparative advertising
Customer Complaint Advertising Types Subtype-Of Unproven health claim
Customer Complaint After Sales Service Problem Types Subtype-Of Guarantee Problem
Customer Complaint After Sales Service Problem Types Subtype-Of Repair Problem
Customer Complaint After Sales Service Problem Types Subtype-Of Service Problem
Customer Complaint Billing or Payment Problem Types Subtype-Of Payment Problem
Customer Complaint Billing or Payment Problem Types Subtype-Of Unexpected charge
Customer Complaint Complainant Types Subtype-Of Natural Person Complainant
Customer Complaint Complainant Types Subtype-Of Non-Natural Person Complainant
Customer Complaint Complaint against receives Complaint Recipient
Customer Complaint Complaint describes described_by Problem
Customer Complaint Complaint Has is-of Complaint Date
Customer Complaint Complaint Has is-of Complaint Number
Customer Complaint Complaint issued_by issues Complainant
Customer Complaint Complaint requests requested_by Complaint Resolution
Customer Complaint Complaint Resolution denoted_by denotes Contact Details
Customer Complaint Complaint Resolution denoted_by denotes Registration
Customer Complaint Complaint Resolution Types Subtype-Of Economic Resolution
Customer Complaint Complaint Resolution Types Subtype-Of Information Correction
Customer Complaint Complaint Resolution Types Subtype-Of Symbolic Resolution
Customer Complaint Conduct Types Subtype-Of Lewd or Immoral conduct
Customer Complaint Conduct Types Subtype-Of Rudeness
Customer Complaint Conduct Types Subtype-Of Untruthlness
Customer Complaint Contact Details comprised_of comprises Address
Customer Complaint Contact Details Has is-of Name
Customer Complaint Content Types Subtype-Of Harmful Content
Customer Complaint Content Types Subtype-Of Illegal Content
Customer Complaint Contract Has - Contract Order Date
Customer Complaint Contract Has - Contract Effective Date
Customer Complaint Contract Has is-of Contract Reference
Customer Complaint Contract Has is-of Sales Contact Method
Customer Complaint Contract Has is-of Sales Office
Customer Complaint Contract Has is-of Terms and Conditions
Customer Complaint Contract involves involved_in Third Party
Customer Complaint Contract reports - Payment Consideration
Customer Complaint Contract reports - Delivery Consideration
Customer Complaint Contract Problem Types Subtype-Of Post-purchase Phase Problem
Customer Complaint Contract Problem Types Subtype-Of Pre-purchase Phase Problem
Customer Complaint Contract Problem Types Subtype-Of Purchase Phase Problem
Customer Complaint Contract Termination Problem Types Subtype-Of Advance withheld
Customer Complaint Contract Termination Problem Types Subtype-Of Breach of contract
Customer Complaint Contract Termination Problem Types Subtype-Of Cancellation or withdrawal refused
Customer Complaint Contract Termination Problem Types Subtype-Of Deposit withheld
Customer Complaint Contract Termination Problem Types Subtype-Of Switching or Churning
Customer Complaint Contract Terms Problem Types Subtype-Of General Terms Problem
Customer Complaint Contract Terms Problem Types Subtype-Of Price Unfair
Customer Complaint Damage Types Subtype-Of Environmental damage
Customer Complaint Damage Types Subtype-Of Incorrect assessment of a damage
Customer Complaint Damage Types Subtype-Of Property damage
Customer Complaint Damage Types Subtype-Of Psychological damage
Customer Complaint Damage Types Subtype-Of Reputation damage
Customer Complaint Data Collection Types Subtype-Of Data unrelated to purpose
Customer Complaint Data Collection Types Subtype-Of Excessive data requested
Customer Complaint Data Collection Types Subtype-Of Obtained data improperly
Customer Complaint Data Collection Types Subtype-Of Trying to obtain data improperly
Customer Complaint Delivery Considered_by Considers Delivery Consideration
Customer Complaint Delivery Has is-of Address
Customer Complaint Delivery Has is-of Goods
Customer Complaint Delivery Has is-of Schedule
Customer Complaint Delivery Has is-of Services
Customer Complaint Delivery and Installation Problem Types Subtype-Of Delivery problem
Customer Complaint Delivery and Installation Problem Types Subtype-Of Installation problem
Customer Complaint Delivery problem Types Subtype-Of Gift defective or not received with product
Customer Complaint Delivery problem Types Subtype-Of Incorrect quantity
Customer Complaint Delivery problem Types Subtype-Of Product delivery delayed
Customer Complaint Delivery problem Types Subtype-Of Product not delivered
Customer Complaint Delivery problem Types Subtype-Of Product not in conformity to order
Customer Complaint Delivery problem Types Subtype-Of Product not ordered
Customer Complaint Documentation Problem Types Subtype-Of Instructions inadequate
Customer Complaint Documentation Problem Types Subtype-Of Instructions missing
Customer Complaint Documentation Problem Types Subtype-Of Wrong Language
Customer Complaint Economic Resolution types subtypeof Financial Request
Customer Complaint Economic Resolution Types Subtype-Of Action Request
Customer Complaint Electronic Address Types Subtype-Of eMail
Customer Complaint Electronic Address Types Subtype-Of Fax
Customer Complaint Electronic Address Types Subtype-Of Telephone
Customer Complaint Electronic Address Types Subtype-Of Web Site
Customer Complaint Financial Request types subtypeof Billing Request
Customer Complaint Financial Request types subtypeof Money Request
Customer Complaint General Terms Problem Types Subtype-Of Contract Rescinded
Customer Complaint General Terms Problem Types Subtype-Of Jurisdiction inappropriate
Customer Complaint General Terms Problem Types Subtype-Of Rights Infringed
Customer Complaint General Terms Problem Types Subtype-Of Terms Modified
Customer Complaint General Terms Problem Types Subtype-Of Unfair Contract Terms
Customer Complaint Guarantee Problem Types Subtype-Of Compensation inadequate
Customer Complaint Guarantee Problem Types Subtype-Of Compensation Refused
Customer Complaint Guarantee Problem Types Subtype-Of Guarantee Refused
Customer Complaint Guarantee Problem Types Subtype-Of Refund Refused
Customer Complaint Guarantee Problem Types Subtype-Of Repair Refused
Customer Complaint Guarantee Problem Types Subtype-Of Replacement Refused
Customer Complaint Incorrect Marketing Practices Types Subtype-Of Advertising
Customer Complaint Incorrect Marketing Practices Types Subtype-Of Personal selling
Customer Complaint Incorrect Marketing Practices Types Subtype-Of Sales promotion
Customer Complaint Information Problem Types Subtype-Of Inadequate Charge Details
Customer Complaint Information Problem Types Subtype-Of Inadequate Contact Details
Customer Complaint Information Problem Types Subtype-Of Inadequate Specification
Customer Complaint Information Problem Types Subtype-Of Information not comprehensible
Customer Complaint Information Problem Types Subtype-Of Information not easily available
Customer Complaint Information Problem Types Subtype-Of Legal information missing
Customer Complaint Installation problem Types Subtype-Of Installation delayed
Customer Complaint Installation problem Types Subtype-Of Installation improper
Customer Complaint Legal Person Types Subtype-Of Complainant
Customer Complaint Legal Person Types Subtype-Of Complaint Recipient
Customer Complaint Mailing Address Has is-of Apartment Number
Customer Complaint Mailing Address Has is-of Building Name
Customer Complaint Mailing Address Has is-of Building Number
Customer Complaint Mailing Address Has is-of City
Customer Complaint Mailing Address Has is-of Country
Customer Complaint Mailing Address Has is-of County
Customer Complaint Mailing Address Has is-of PO Box
Customer Complaint Mailing Address Has is-of Postal Code
Customer Complaint Mailing Address Has is-of State
Customer Complaint Mailing Address Has is-of Street
Customer Complaint Natural Person Complainant denoted_by denotes Registration
Customer Complaint Negotiation of Terms Types Subtype-Of Information Problem
Customer Complaint Negotiation of Terms Types Subtype-Of Offer Problem
Customer Complaint Negotiation of Terms Types Subtype-Of Refusal Problem
Customer Complaint Non-Contract Problem Types Subtype-Of Conduct
Customer Complaint Non-Contract Problem Types Subtype-Of Content
Customer Complaint Non-Contract Problem Types Subtype-Of Copyright
Customer Complaint Non-Contract Problem Types Subtype-Of Damage
Customer Complaint Non-Contract Problem Types Subtype-Of Sales Methods
Customer Complaint Non-Natural Person Complainant denoted_by denotes Contact Details
Customer Complaint Offer Problem Types Subtype-Of Price Unacceptable
Customer Complaint Offer Problem Types Subtype-Of Specification not Adequate
Customer Complaint Offer Problem Types Subtype-Of Time Limit
Customer Complaint Offer Problem Types Subtype-Of Unacceptable Terms
Customer Complaint Offer Problem Types Subtype-Of Unfair Contract Terms
Customer Complaint Payment Consideration Has is-of Total Amount Asked
Customer Complaint Payment Consideration Has is-of Total Amount Paid
Customer Complaint Payment Problem Types Subtype-Of Payment details not provided
Customer Complaint Payment Problem Types Subtype-Of Payment refused
Customer Complaint Payment Problem Types Subtype-Of Receipt not confirmed
Customer Complaint Personal selling Types Subtype-Of Home selling problem
Customer Complaint Personal selling Types Subtype-Of Poor Advice
Customer Complaint Personal selling Types Subtype-Of Street selling problem
Customer Complaint Post-purchase Phase Problem refers_to Associated_with Contract
Customer Complaint Post-purchase Phase Problem Types Subtype-Of After Sales Service Problem
Customer Complaint Post-purchase Phase Problem Types Subtype-Of Contract Termination Problem
Customer Complaint Post-purchase Phase Problem Types Subtype-Of Product Problem
Customer Complaint Pre-purchase Phase Problem Types Subtype-Of Incorrect Marketing Practices
Customer Complaint Pre-purchase Phase Problem Types Subtype-Of Negotiation of Terms
Customer Complaint Price Unfair Types Subtype-Of Competitor Cheaper
Customer Complaint Price Unfair Types Subtype-Of No Discount
Customer Complaint Price Unfair Types Subtype-Of Not Best Offer
Customer Complaint Privacy Information Types Subtype-Of Inadequate privacy information
Customer Complaint Privacy Information Types Subtype-Of Incorrect privacy information
Customer Complaint Privacy Problem Types Subtype-Of Data Collection
Customer Complaint Privacy Problem Types Subtype-Of Privacy Information
Customer Complaint Privacy Problem Types Subtype-Of Private Data Access
Customer Complaint Privacy Problem Types Subtype-Of Purpose and Permission
Customer Complaint Privacy Request Types Subtype-Of Delete the unnecessary data
Customer Complaint Privacy Request Types Subtype-Of Provide access to the data
Customer Complaint Privacy Request Types Subtype-Of Provide the necessary privacy information
Customer Complaint Privacy Request Types Subtype-Of Stop Processing and transmission of private data
Customer Complaint Private Data Access Types Subtype-Of Access cost unreasonable
Customer Complaint Private Data Access Types Subtype-Of Access provision denied
Customer Complaint Private Data Access Types Subtype-Of Access timeliness delayed
Customer Complaint Private Data Access Types Subtype-Of Data correction denied
Customer Complaint Private Data Access Types Subtype-Of Right to object denied
Customer Complaint Problem testified_by - Evidence
Customer Complaint Problem Types Subtype-Of Contract Problem
Customer Complaint Problem Types Subtype-Of Non-Contract Problem
Customer Complaint Problem Types Subtype-Of Privacy Problem
Customer Complaint Product delivery delayed Types Subtype-Of Product fails standards compliance
Customer Complaint Product delivery delayed Types Subtype-Of Product is defective
Customer Complaint Product delivery delayed Types Subtype-Of Product performance below expectations
Customer Complaint Product delivery delayed Types Subtype-Of Product unfit for purpose
Customer Complaint Product delivery delayed Types Subtype-Of Product unsafe
Customer Complaint Product Problem Types Subtype-Of Documentation Problem
Customer Complaint Product Problem Types Subtype-Of Product Quality Problem
Customer Complaint Product Quality Problem Types Subtype-Of Product fails standards compliance
Customer Complaint Product Quality Problem Types Subtype-Of Product is defective
Customer Complaint Product Quality Problem Types Subtype-Of Product performance below expectations
Customer Complaint Product Quality Problem Types Subtype-Of Product unfit for purpose
Customer Complaint Product Quality Problem Types Subtype-Of Product unsafe
Customer Complaint Purchase Phase Problem refers_to Associated_with Contract
Customer Complaint Purchase Phase Problem Types Subtype-Of Billing or Payment Problem
Customer Complaint Purchase Phase Problem Types Subtype-Of Contract Terms Problem
Customer Complaint Purchase Phase Problem Types Subtype-Of Delivery and Installation Problem
Customer Complaint Purpose and Permission Types Subtype-Of Passed to an unauthorized country
Customer Complaint Purpose and Permission Types Subtype-Of Passed to others without permission
Customer Complaint Purpose and Permission Types Subtype-Of Secondary purpose permission refusal denies primary service
Customer Complaint Purpose and Permission Types Subtype-Of Unnecessary Purpose
Customer Complaint Purpose and Permission Types Subtype-Of Used for purpose without permission
Customer Complaint Refusal Problem Types Subtype-Of Refusal to Provide Service
Customer Complaint Refusal Problem Types Subtype-Of Refusal to Sell
Customer Complaint Repair Problem Types Subtype-Of Charge exceeds estimate
Customer Complaint Repair Problem Types Subtype-Of Defective item not accepted for repair
Customer Complaint Repair Problem Types Subtype-Of Misrepresented needs
Customer Complaint Repair Problem Types Subtype-Of Repair (ed item) not returned
Customer Complaint Repair Problem Types Subtype-Of Repair delayed
Customer Complaint Repair Problem Types Subtype-Of Repair inadequate
Customer Complaint Repair Problem Types Subtype-Of Spare part not available
Customer Complaint Repair Problem Types Subtype-Of unauthorized repair
Customer Complaint Sales Methods Types Subtype-Of High pressure selling
Customer Complaint Sales Methods Types Subtype-Of Unsolicited commercial communications
Customer Complaint Sales Methods Types Subtype-Of Unsolicited merchandise
Customer Complaint Sales Methods Types Subtype-Of Unsolicited service
Customer Complaint Sales Office located_in is-of Address
Customer Complaint Sales promotion Types Subtype-Of Hidden charges
Customer Complaint Sales promotion Types Subtype-Of Illegal lottery
Customer Complaint Sales promotion Types Subtype-Of Prize not received
Customer Complaint Sales promotion Types Subtype-Of Unfair contest
Customer Complaint Sales promotion Types Subtype-Of Unfair packaging
Customer Complaint Service Problem Types Subtype-Of Service cancelled by provider
Customer Complaint Service Problem Types Subtype-Of Service inadequately per-formed
Customer Complaint Service Problem Types Subtype-Of Service not ordered
Customer Complaint Service Problem Types Subtype-Of Service not provided
Customer Complaint Service Problem Types Subtype-Of Service partially provided
Customer Complaint Service Problem Types Subtype-Of Service provision delayed
Customer Complaint Symbolic Resolution Types Subtype-Of Apologize
Customer Complaint Symbolic Resolution Types Subtype-Of Privacy Request
Customer Complaint Third Party Has is-of Address
Customer Complaint Third Party Has is-of Function
Customer Complaint Third Party Has is-of Third Party Name
Customer Complaint Unexpected charge Types Subtype-Of Delivery charge problem
Customer Complaint Unexpected charge Types Subtype-Of Incorrect amount
Customer Complaint Unexpected charge Types Subtype-Of Incorrect date
Customer Complaint Unexpected charge Types Subtype-Of Incorrect interest charge
Customer Complaint Unexpected charge Types Subtype-Of Price increase
Customer Complaint Unexpected charge Types Subtype-Of Supplementary (charge problem)
Customer Complaint Unexpected charge Types Subtype-Of Unjustified payment demand