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Bibliometric Analysis on Customer Dissatisfaction

  • Laura Pascual-Nebreda
  • Alicia Blanco-González
  • Francisco Díez-Martín
Conference paper
Part of the Studies in Systems, Decision and Control book series (SSDC, volume 180)

Abstract

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.

Keywords

Dissatisfaction Customer Brand sabotage Instrumental aggression Bibliometric analysis 

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Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  • Laura Pascual-Nebreda
    • 1
  • Alicia Blanco-González
    • 1
  • Francisco Díez-Martín
    • 1
  1. 1.Departament of Business Administration, Faculty of Social Science and LawUniversity Rey Juan CarlosMadridSpain

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