Opportunistic customer claiming during service recovery

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Service Employee Responses to Angry Customer Complaints (2017, background): “The perception of a service failure’s severity is subjective, which can lead to self-serving fairness and recovery expectations of customers (Wirtz and McColl-Kennedy 2010).”
The Social Dimension of Service Interactions (2017, background): “Similar effects may occur when observers experience lower distributive, procedural, or interactional justice or interact with large rather than small service firms (Wirtz and McColl-Kennedy 2010).”
Statistical mediation analysis with a multicategorical independent variable. (2014, methodology): “…of the causal steps method popularized by Baron and Kenny (1986) by assessing whether group differences on Y revealed in an analysis of variance (ANOVA) disappear after controlling for a proposed mediator (see, for example, Pandelaere, Briers, Dewitte, & Warlop, 2010; Wirtz & McColl-Kennedy, 2010).”
Customers acting badly: Evidence from the hospitality industry (2011, background): “For example, King and Dennis (2006) investigate customer de-shopping activities, and Wirtz and McColl-Kennedy (2010) explore opportunistic customer claiming during service recovery.”
Managing customer misbehavior: challenges and strategies (2013, background): “This focus contrasts starkly with customer-focused research that highlights the deviant activities of customers (Fullerton and Punj, 2004; Fisk et al., 2010; Wirtz and McColl-Kennedy, 2010).”