顾客抱怨行为影响因素的研究述评

Influence Factors of Customer Complaint Behavior

顾客抱怨是消费者行为研究中的一个热点课题。文章回顾了中外学者对顾客抱怨的主要研究成果,对顾客抱怨影响因素的研究成果进行了梳理与述评,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,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.