Consumer complaint behavior (CCB)

Abstract

During a period of around forty years, the research on CCB has developed several models in order to explain the basic mechanisms of the complaint behavior and to identify the numerous and heterogeneous variables involved. Despite some differences, due mainly to the extreme complexity of the subject, the proposed models offer some common features. Gradually, the research on CCB has focused on testing these models in particular geographical and cultural area, considering a singular aspect of the market structure or in relation to specific services and products, libraries included. However, the general framework of CCB seems to be generally accepted. This does not mean that the research on CCB is static and without evolution.