Changes and evolution in the intellectual structure of consumer dissatisfaction

Abstract

Abstract Technological progress has encouraged dissatisfied consumers hostility to companies. This has notably caught the attention of researchers, which have developed numerous advances about dissatisfaction causes and consequences. A large volume of scientific knowledge has been produced, making it difficult to process the multiple lines of research generated. The aim of this work is to provide an integrated perspective of the scientific domain's research traditions on consumer dissatisfaction, showing the development, trends, and future lines of research. Using bibliometric methodology, based on co‐cites, we map the intellectual structure of current scholarship in this field. Results point out the major areas of research, the evolution, path of dissemination, and transformative discoveries. This study contributes to the development of the customer dissatisfaction literature by providing an integrated view of the field, facilitating quick understanding of their structure and identifying future lines of research.