Retailers beware: On denied product returns and consumer behavior
Abstract
The wide variety of retailer return policies can cause consumers confusion. While keeping costs contained, very restrictive Return Policies (RPs) may mar consumer behavior. As a first attempt to examine the impact expectation of return control and involvement have on consumers, this study builds a conceptual model with support of the theory of psychological reactance and lends insights into how and why RPs, specifically the denial of product...
Paper Details
Title
Retailers beware: On denied product returns and consumer behavior
Published Date
May 1, 2018
Journal
Volume
86
Pages
202 - 209
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