A century of research on complaints: longitudinal bibliometric analysis of WoS (1900–2019). (2nd January 2023)

• Record Type: Journal Article
• Authors: Küster-Boluda, Amparo; Vila-López, Natalia; Küster-Boluda, Inés
• Is Part Of: Total quality management & business excellence. Volume 34:Number 1/2(2023)
• Page Start: 71
• Page End: 96
• Publication Date: 2023-01-02
• Subjects: complaint -- bibliometric analysis -- science mapping analysis -- h-index -- co-word analysis -- citations; Total quality management -- Periodicals; Quality control -- Periodicals; Quality assurance -- Periodicals; Production management -- Quality control -- Periodicals; 658.401305
• DOI: 10.1080/14783363.2022.2030213
• Languages: English
• ISSNs: 1478-3363

Abstract

Abstract : Although the topic ' complaint' has been the subject of numerous studies, the present article stands out for examining the conceptual, social, and intellectual evolution of this field of research through a longitudinal global analysis from 1900 to 2019. Additionally, a comparative analysis of four different periods of time was developed. To this end, 2, 084 scientific articles published in the Web of Science (WoS) were retrieved. The SciMAT tool was used to analyse them through scientific maps of co-words, citations, and the h-index. Performance analysis and scientific assignment were combined. Our results, based on bibliometric indicators, led us to conclude that research on complaints can be separated into nine main research blocks that have evolved differently over time: Satisfaction, Behaviour, Customers, Countries, Communication, Data analysis, Business, Law, and Theories .