Purpose – Proposes responding to earlier calls for further research into “fraudulent” or “feigned” customer complaints, and providing insights which explore and describe the motivations and forms of such deliberate “illegitimate” customer complaints. Design/methodology/approach –...

Purpose – The purpose of this paper is to show that in a time of globality, companies operate in a business environment in which high speed dictates mutual interactions and, at the same time, requires a radically different approach to data collection, storage, and processing based on an...