Complaints concerning staff attitude stem from their disposition and conduct. Guests may report dissatisfaction due to staff being impolite, lacking professionalism, or being unsupportive.
- While equipment and service are crucial in hotel operations, they do not usually correlate with attitude-related complaints.
- Accidents can be a source of complaints, yet they are not directly tied to the staff's attitude or behavior, which are the principal drivers of attitudinal complaints.
Therefore, the accurate identification is Attitude; behaviour.