<?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>1870-3925</journal-id>
<journal-title><![CDATA[Región y sociedad]]></journal-title>
<abbrev-journal-title><![CDATA[Región y sociedad]]></abbrev-journal-title>
<issn>1870-3925</issn>
<publisher>
<publisher-name><![CDATA[El Colegio de Sonora]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S1870-39252021000100117</article-id>
<article-id pub-id-type="doi">10.22198/rys2021/33/1441</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[El comportamiento de queja del consumidor mexicano]]></article-title>
<article-title xml:lang="en"><![CDATA[Mexican Consumer Complaint Behavior]]></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[Rosas Rojas]]></surname>
<given-names><![CDATA[Eduardo]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Autónoma de Coahuila Centro de Investigaciones Socioeconómicas ]]></institution>
<addr-line><![CDATA[Saltillo Coahuila]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad Autónoma del Estado de México Centro Universitario UAEM Valle de México ]]></institution>
<addr-line><![CDATA[Atizapán de Zaragoza Estado de México]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>00</month>
<year>2021</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>00</month>
<year>2021</year>
</pub-date>
<volume>33</volume>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S1870-39252021000100117&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S1870-39252021000100117&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S1870-39252021000100117&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen Objetivo: examinar los principales determinantes del comportamiento de queja del consumidor en México entre 2006 y 2017, utilizando datos anuales de las 32 entidades federativas. Metodología: se estimó un modelo de datos de panel balanceado estático y después se incluyó el efecto dinámico que impera en el comportamiento de queja de los consumidores mexicanos mediante el método generalizado de momentos. Resultados: se comprobó que la experiencia previa en las reclamaciones de los consumidores, como resultado de la práctica, les permite aprender y mejorar sus métodos de queja; además, se identifica que los montos menores de recuperación incrementan las reclamaciones. También se registró que los quejosos poseen mayores ingresos que los no quejosos y que son las mujeres con preparación académica quienes más presentan quejas. Limitaciones: la información que se analizó corresponde sólo a los servicios en general y no incluye las quejas sobre los servicios financieros. Valor: la implementación de un modelo de datos de panel dinámico permite superar el problema de endogeneidad entre las variables, lo que da oportunidad de estimar el impacto de las experiencias de quejas previas en las inconformidades actuales. Conclusiones: los resultados obtenidos sobre el comportamiento de queja del consumidor mexicano coinciden con las hipótesis de las principales investigaciones para otros países.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract Objective: to examine the main determinants of consumer complaining behavior in Mexico from 2006 to 2017, using annual data for the 32 states. Methodology: a static balanced panel data model was estimated and later the dynamic effect that prevails in the complaining behavior of Mexicans was included by means of the generalized method of moments. Results: it was proven that consumers&#8217; previous complaint experience, as a result of its practice, lets them learn and improve their complaining methods. It is also identified that lower refunded amounts increase the amount of complaints. It was registered that complainers have higher salaries than those who do not complaint and that women with formal education are the ones who complain the most. Limitations: the analyzed information corresponds only to the services in general and the financial services were excluded. Value: the implementation of a dynamic panel data model allows overcoming the endogeneity problem between the variables; this gives the opportunity to estimate the impact of previous complaints experiences on current nonconformities. Conclusions: the results obtained about the Mexican consumer complaining behavior coincide with the hypotheses of the main investigations for other countries.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[comportamiento de queja]]></kwd>
<kwd lng="es"><![CDATA[consumidor]]></kwd>
<kwd lng="es"><![CDATA[modelos de datos de panel]]></kwd>
<kwd lng="es"><![CDATA[protección al consumidor]]></kwd>
<kwd lng="en"><![CDATA[complaining behavior]]></kwd>
<kwd lng="en"><![CDATA[consumer]]></kwd>
<kwd lng="en"><![CDATA[panel data models]]></kwd>
<kwd lng="en"><![CDATA[consumer protection]]></kwd>
</kwd-group>
</article-meta>
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