顾客抱怨行为及其影响因素研究述评

Review of Customer Complaint Behavior and Its Influencing Factors

顾客抱怨是消费者行为研究中的一个热点课题,其解决的成功与否将威胁企业的可持续发展。本文回顾了中外学者对顾客抱怨的主要研究成果,对顾客抱怨的概念界定进行了相应的梳理,对其影响因素方面的研究成果进行了分类和评述,并提出了今后值得研究的若干方向。

Customer complaint is a hot research topic in terms of consumer behavior. This paper reviews the key findings of Chinese and foreign scholars＇ research on customer complaints, defines the concept of customer complaint, summaries and makes comments on its influencing factors of research results. It finally puts forward a number of directions to be studied in the future.