Bibliometric Analysis on Customer Dissatisfaction
This research analyzes the consumer’s dissatisfaction regarding any possible failure made by brands or companies. In order to do this, the behavior, feelings, and negative and even aggressive behavior that costumers can have towards a company, product or brand are thoroughly studied. It is a relatively unexplored research field within the academic literature, in spite of being a subject of great repercussion or relevance at the present time. For this purpose, a study on bibliometric analysis has been carried out to verify the degree of relevance of this topic in the scientific field, discovering who are the authorities of the same, the life cycle of the articles on this subject, the articles keywords or their connections. With all this, we can deepen the academic literature, establish the knowledge structure in this area and propose future empirical research lines.
KeywordsDissatisfaction Customer Brand sabotage Instrumental aggression Bibliometric analysis
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