Effects of retailer post-purchase guarantee policies on consumer perceptions with the moderating influence of financial risk and product complexity

The objective of this study was to assess the effects of two characteristics of retailer post-purchase guarantee policies RPGPs, namely the terms of the policy (i.e., product exchange only versus product exchange or money refund) and the length of time allowed for returning the product, on perceived product quality, retailer's image, and consumer need for additional information. The results of an experiment involving 164 adult consumers revealed...