Katrin Plein examines which customer behaviors are perceived as problematic by employees involved in complaint management. To derive various forms of dysfunctional complaint behavior, she particularly draws on descriptions from complaint handlers in online forums. Possible behavioral motives are identified, and the emergence of the behavior is modeled along the Theory of Planned Behavior. Additionally, the author explores potential impacts on employees, companies, customers, and the complainant themselves, providing management recommendations for dealing with dysfunctional complaint behavior.