Consumer rights or unethical behaviors: Exploring the impacts of retailer return policies

Chang, Hsiu‐Hua; Yang, Ting-Shan

doi:10.1016/j.jretconser.2021.102779

Cited by 17 publications

(7 citation statements)

References 44 publications

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“…It is often used to quell consumer concerns and to endorse the quality of the goods on sale (Oghazi et al ., 2018). The return policy of CBEC can effectively enhance consumer perception on product quality, avoid commercial fraud and personal loss, and gain customer trust and loyalty (Six et al ., 2010; Chang and Yang, 2022; Mou et al ., 2017; Yang et al ., 2020). In CBEC, customer satisfaction is highly influenced by the perceived leniency of the return policy (Jeng, 2017), which is determined by the restrictions, deadlines, the convenience of the process, and the return costs (Shao et al ., 2021).…”

Section: Theoretical Background and Hypothesismentioning

confidence: 99%

Product information the more the better? A moderated mediation model to explain consumer purchasing intention in cross-border e-commerce

Yang

Yin

Han

2023

APJML

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PurposeThe purpose of this paper is to identify the influence of product information on purchase intention and evaluate the moderated mediation effect of return policy leniency in cross-border e-commerce.Design/methodology/approachThe methodology is to use multiple regression analysis on 406 qualified online survey responses to determine the influence of product description, product display, and product content on consumer purchasing intention through product involvement as well as the moderated mediation effect of return policy leniency.FindingsThe results show that product description and product content were positively associated with product involvement, while product display did not exhibit a significant relationship between it and product involvement. As hypothesized, product involvement mediated the relationship of product description and product content with consumer purchasing intention. The return policy leniency was also found to positively moderate the mediation path of product content on purchasing intention through product involvement.Originality/valueThis study bridges a gap in the literature on the influence of three kinds of product information on purchasing intention through product involvement in a cross-border e-commerce context. Especially the study is one of the first attempts to determine that good return policy do not apply universally due to implied boundary conditions. The results can be used to expand consumption in cross-border e-commerce.

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Section: Theoretical Background and Hypothesismentioning

confidence: 99%

Product information the more the better? A moderated mediation model to explain consumer purchasing intention in cross-border e-commerce

Yang

Yin

Han

2023

APJML

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“…Academics have paid attention to the impacts of return policies and services on several consumer responses, such as purchase intention and decision (e.g., Rokonuzzaman et al, 2020;Shao et al, 2021;Abdulla et al, 2022), return or keep intention and behavior (e.g., Wood, 2001;Janakiraman and Ordóñez, 2012;Chang and Yang, 2022), buyer-seller relationships (e.g., Mollenkopf et al, 2007;Pham and Ahammad, 2017;Rintamäki et al, 2021), and post-return buying behavior (e.g., Griffis et al, 2012;Wang et al, 2020;Tandon et al, 2020). Janakiraman et al (2016) conducted a meta-analysis focusing on the effects of return policy leniency on consumer purchase and return decisions and found that leniency increases purchase more than returns.…”

Section: Background: a Literature Reviewmentioning

confidence: 99%

“…Consumer effort leniency was also shown to be a key dimension of return policy leniency (Abdulla et al, 2019;Gäthke et al, 2021;Abdulla et al, 2022). Online sellers are able to manipulate their effort leniency to differentiate their return policies from those of other sellers (Chang and Yang, 2022). Return policies that are designed to require less effort on the side of the consumer are considered more lenient (Janakiraman et al, 2016).…”

Section: Hypothesesmentioning

confidence: 99%

Restoring the buyer–seller relationship through online return shipping: The role of return shipping method and return shipping fee

Martínez–López

Feng²,

Li³

et al. 2022

Electronic Commerce Research and Applications

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“…With electronic marketplaces such as Amazon, Alibaba, and eBay gaining popularity, fraudulent customer behaviour increasingly affects sellers on such platforms. Fraudulent customer behaviour online can involve manipulating and concealing information, misrepresentation, indefinite descriptions, non‐payments (Seger‐Guttmann et al., 2018), and the fabrication of pertinent details in online transactions (Chang & Yang, 2022; Garnefeld et al., 2019; Seger‐Guttmann et al., 2018). Some forms of fraudulent customer behaviour involve feedback extortion, unwarranted chargebacks, broken replica scam, buyer claiming the item was not received, empty box claim, changed address, and overpayment offers among others.…”

Section: Introductionmentioning

confidence: 99%

Does psychological distance and religiosity influence fraudulent customer behaviour?

Singh

Gaur

Sharma

2022

Int J Consumer Studies

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Online businesses incur significant losses because of fraudulent customer behaviour. This study investigates the factors motivating fraudulent customer intention on eBay. A conceptual framework is developed that extends the theory of planned behaviour with religiosity factors, social detection risk, ethical judgement, and moderating factor of perceived psychological distance. A quantitative methodology is adopted that collects data from 450 respondents. Covariance‐based structural equation modelling is used to analyse the proposed hypotheses. Results reveal that intrinsic and extrinsic religiously negatively influences attitude towards fraudulent customer behaviour on eBay. Attitude, subjective norms, and perceived behavioural control positively influence fraudulent customer intentions, while ethical judgement negatively impacts it. Psychological distance strengthened the relationship between attitude, perceived behavioural control, and fraudulent customer intentions on eBay. Additionally, the association between ethical judgement and fraud intention was weaker for individuals with higher perceived psychological distance. The study contributes to the literature and provides insights to online businesses and cyber security developers into factors motivating fraudulent customer behaviour and strategies that can be used to combat this growing threat.

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Consumer rights or unethical behaviors: Exploring the impacts of retailer return policies

Cited by 17 publications

References 44 publications

Product information the more the better? A moderated mediation model to explain consumer purchasing intention in cross-border e-commerce

Product information the more the better? A moderated mediation model to explain consumer purchasing intention in cross-border e-commerce

Restoring the buyer–seller relationship through online return shipping: The role of return shipping method and return shipping fee

Does psychological distance and religiosity influence fraudulent customer behaviour?

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