Abstract
Customer complaint is an important source of information from customers. Responding customer complaints and solving customer problems effectively and satisfactorily is an indicator of high service performance [13]. A customer complaint should be treated as critical knowledge intelligence to an enterprise. Handling complaints successfully can resolve complaints crisis as well as maintain the customer loyalty. Hence, the complaint related knowledge, from the knowledge management perspective, is worthy of investigation for enterprises [7]. Ontology construction is the core initial step of knowledge management, which is used to capture knowledge on specific domain [8]. Web Ontology Language (OWL) is an important tool for ontology description and semantic expression. The semantic web of customer complaint ontology can be defined using OWL as an interoperable knowledge representation. We use Protégé OWL in this study as an exploratory research tool, in order to help people understand the concept in the complaint handling of the restaurant industry, and to reinforce the OWL-based knowledge management in the customer complaint domain.