Legitimate and illegitimate consumer complaining behavior: a review and taxonomy

Purpose This paper aims to provide an integrative view of the conceptualizations, definitions, antecedents and taxonomies of consumer complaining behavior (CCB). Additionally, the study aims to provide an updated synthesis and classification of both legitimate and illegitimate CCB antecedents, as well as an integrated CCB taxonomy. Design/methodology/approach A multi-stage systematic search is conducted and 226 research articles relevant to the...