Akademik Veri Yönetim Sistemi
1.INTERNATIONAL ÜSKÜDAR SCIENTIFIC RESEARCH AND INNOVATION CONGRESS, İstanbul, Türkiye, 19 - 20 Temmuz 2024, ss.885-895
Post-purchase behavior constitutes the final stage of the consumer purchasing decision process. One behavior we may encounter at this stage is complaining behavior. So why do consumers complain? In this study, it is aimed to examine the studies on consumer complaining behavior with bibliometric analysis and to evaluate the antecedents and consequences of complaining behavior. Study data were obtained using the Web of science database. Data on 317 studies, including articles and papers in English only and selected from some research areas, were used in the analysis carried out with VOSviewer. The data was analyzed based on author, country, citation, source and keywords. As a result of the study, it was revealed that the first study on complaining behavior was published in 1981, and the largest number of publications was published in 2016 and 2019. While a total of 759 authors have worked on this concept so far, the author with the most publications is Mattila (N=7). Authors from 55 different countries have conducted studies on complaining behavior. The countries of the authors (top 10) are USA (N=106), China (N=42), Australia (N=21), Spain (18), England (N=17), India (N=16), South Korea (N=14), Turkey (N=12), Malaysia (N=11) and Taiwan (N=11). The most cited study is the study of Meuter, Ostrom and Bitner (2000). The top 3 journals with the most publication contributions are, respectively, International Journal of Hospitality Management, Journal of Services Marketing, International Journal of Consumer Studies. While a total of 815 different keywords were used in the studies, the number of keywords used at least twice was 149. The most commonly used keywords with the concepts of consumer complaining/complaint behavior are service failure, service recovery, dissatisfaction, service quality, satisfaction, culture. At the end of the study, the findings were summarized, the results were discussed, inferences were made, and future study predictions and limitations were included.
Keywords: Complaining behavior, Bibliometric analysis, VOSviewer