When service failure is not service failure: an exploration of the forms and motives of “illegitimate” customer complaining

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Dysfunctional Customer Behavior Severity: An Empirical Examination (2009, background): “…that repetitively alludes to customers behaving badly (e.g., Dube 2003) and with intermittent scholarly studies that typically highlight the prevalence of a single form of customer misbehavior, such as shoplifting (Kallis and Vanier 1985) and illegitimate complaining (Reynolds and Harris 2005).”
Customers behaving badly: a state of the art review, research agenda and implications for practitioners (2010, result): “While this may well be a reflection of the service outlets we patronize, our research suggested differently (see Grove et al., 2004; Keeffe et al., 2008; Reynolds and Harris, 2005; Wirtz and Kum, 2004).”
Opportunistic customer claiming during service recovery (2010, background): “However, this literature largely approaches this topic from pro-active customer behavior whereby customers knowingly and incorrectly report service failures or make illegitimate complaints (e.g., Reynolds and Harris 2005 ).”
Online consumer misbehaviour: an application of neutralization theory (2009, methodology): “Subsequent data analysis followed a systematic process of transcript-based analysis following a form of the iterative stage process summarized by Turner (1981) and advocated by Reynolds and Harris (2005) as especially beneficial in the study of customer misbehaviour.”