<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0188-6266</journal-id>
<journal-title><![CDATA[Acta universitaria]]></journal-title>
<abbrev-journal-title><![CDATA[Acta univ]]></abbrev-journal-title>
<issn>0188-6266</issn>
<publisher>
<publisher-name><![CDATA[Universidad de Guanajuato, Dirección de Investigación y Posgrado]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0188-62662019000100160</article-id>
<article-id pub-id-type="doi">10.15174/au.2019.2076</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Determinantes del comportamiento de queja del consumidor en México]]></article-title>
<article-title xml:lang="en"><![CDATA[Determinants of consumer complaint behavior in Mexico]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Cruz Rodríguez]]></surname>
<given-names><![CDATA[Ignacio Javier]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Galán Figueroa]]></surname>
<given-names><![CDATA[Javier]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Autónoma de Coahuila Centro de Estudios Socioeconómicos ]]></institution>
<addr-line><![CDATA[Saltillo Coahuila]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad Nacional Autónoma de México Posgrado en Economía ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>00</month>
<year>2019</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>00</month>
<year>2019</year>
</pub-date>
<volume>29</volume>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S0188-62662019000100160&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S0188-62662019000100160&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S0188-62662019000100160&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen El objetivo del trabajo es explicar los determinantes del comportamiento de queja del consumidor en los niveles socioeconómico y empresa. Para ello se acude a la metodología de datos de panel estático a fin de estimar el impacto de los determinantes de las quejas de los consumidores. Los resultados a nivel socioeconómico indican que las quejas se encuentran determinadas por el ingreso, las conciliaciones a favor de los consumidores y por la población residente en zonas urbanas. Mientras a nivel empresa los resultados muestran que tanto la cuota de mercado como el tamaño de la firma afectan positivamente las quejas. Se concluye que los resultados coinciden con la literatura revisada y que se puede esperar un aumento en el número de quejas presentadas por los consumidores.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract This work aims to quantify the determinants of consumer complaint behavior in socioeconomic and business levels. For this purpose, the static panel data methodology is used in order to estimate the impact of consumer complaints both at the federal level of the Mexican Republic and at the level of the main companies that are considered leaders in their field. The results by the state indicate that the complaints are determined by income, reconciliations in favor of consumers and population residing in urban areas. While at the company level, the results show that both market share and company size positively affect consumer complaints. In conclusion, the results agree with the literature reviewed, and a rise in the number of complaints is possible.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Datos de panel]]></kwd>
<kwd lng="es"><![CDATA[efectos fijos y efectos aleatorios]]></kwd>
<kwd lng="es"><![CDATA[satisfacción de los consumidores, quejas del consumidor]]></kwd>
<kwd lng="en"><![CDATA[Panel data models]]></kwd>
<kwd lng="en"><![CDATA[fixed effects and random effects]]></kwd>
<kwd lng="en"><![CDATA[consumers satisfaction]]></kwd>
<kwd lng="en"><![CDATA[consumer complaint]]></kwd>
</kwd-group>
</article-meta>
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