How Consumers Value Retailer's Return Policy Leniency Levers: An Empirical Investigation

Abdulla, Huseyn; Abbey, James D.; Ketzenberg, Michael

doi:10.2139/ssrn.3664228

Cited by 3 publications

(5 citation statements)

References 92 publications

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“…, 2022). Theory and prior literature have established its reliability in estimating mediation effects with adequate statistical power (Abdulla et al. , 2021; Barker and Brau, 2020; Confente et al.…”

Section: Resultsmentioning

confidence: 99%

Examining the impact of service recovery resilience in the context of product replacement: the roles of perceived procedural and interactional justice

Russo

Masorgo

Gligor

2022

IJPDLM

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PurposeGiven increasing customer expectations and disturbances to product returns management, capabilities such as supply chain resilience (SCR) can complement service recovery strategies in retail supply chains. This study utilizes procedural justice theory (PJT) to conceptualize service recovery resilience as a capability that allows firms to meet customer requirements when dealing with disruptions, and empirically investigates its impact on procedural and interactional justice and customer outcomes (i.e. satisfaction and loyalty) in the context of product replacement.Design/methodology/approachThis research employs two scenario-based experiments using a sample of 368 customers to explore the outcomes associated with service recovery resilience.FindingsThe investigation shows more satisfied and loyal customers when a retail supply chain can overcome service recovery challenges through SCR. The study shows that customers evaluate not only the process itself, but also their interactions with the retailer. Specifically, procedural justice and interactional justice have a significant influence on these relationships.Originality/valueThis study proposes service recovery resilience as a concept that bridges service recovery theory with supply chain strategy in the unique context of product replacement. Further, this study also notes how information enhances customer satisfaction with the retailer's effort to address disturbances in the recovery process. Finally, this study informs managers on the capabilities needed to face new customers' needs.

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Section: Resultsmentioning

confidence: 99%

Examining the impact of service recovery resilience in the context of product replacement: the roles of perceived procedural and interactional justice

Russo

Masorgo

Gligor

2022

IJPDLM

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“…Return policies are lenient and convenient, allowing young buyers or customers to quickly return the goods to e-tailer (Abdulla et al, 2019). Studies regarding return policies of e-tailers show that the product return policy signals the extent of service recovery quality of an e-company.…”

Section: Development Of Hypothesesmentioning

confidence: 99%

“…The return of a product is a complete process consisting of many steps through which the e-consumer must go on to claim a return and refund. Leniency means how conveniently a customer can return an item (Abdulla et al , 2019). Each e-tailer must have a lenient return policy because it is an essential informational tool, but e-tailers require it more than other retailers.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…Unfortunately, little research has examined the behavioral responses of young buyers to return policies (Jeng, 2017). Due to the rapid growth of the online business, the research has shifted to the operation and marketing disciplines; however, literature on young buyer return still needs to be explored (Abdulla, 2019). In addition, few empirical studies consider Generation Z attitudes toward product return policies (Pennarola et al , 2019).…”

Section: Introductionmentioning

confidence: 99%

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Influence of return convenience on young buyers’ repurchase intentions

Ahmed,

Huma,

Ali

2023

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Purpose With the growth in online purchasing, the return of distressed shipments also increased. The return experience of the online shopper has a huge impact on their next purchase decision-making. This explanatory research aims to identify and empirically explain factors related to the online buyer’s return experience that influence the repurchase intention of young buyers. Design/methodology/approach Primary data were collected from 235 active online young buyers who have experienced returning the goods through a structured questionnaire. Structural equation modeling is used for analyzing the data. Findings This study reveals that an online return policy leniency strongly supports service recovery quality, expected return convenience, buyer trust and satisfaction, which lead to repurchase intentions. Moreover, return satisfaction positively impacts repurchase intention while mediating young buyer trust. Originality/value This study is one of the few relevant pieces of research that would benefit e-tailers to improve their product return policy and compel young buyers’ intention to make a repeat purchase.

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“…The PROCESS macro for SPSS is based on ordinary least squares regression path analysis and has been proved suitable to estimate different types of mediation and moderation statistical models, as well as moderated mediation models (Hayes, 2018;Peinkofer et al, 2022). Theory and prior literature have established its reliability in estimating mediation effects with adequate statistical power (Abdulla et al, 2021;Barker and Brau, 2020;Confente et al, 2021;Rungtusanatham et al, 2014). Service recovery resilience is a binary variable coded as 1 for the service recovery resilience treatment, and 0 for the control treatment.…”

Section: Impact Of Service Recovery Resiliencementioning

confidence: 99%

Influencing supply chain practice: the action principles approach applied to pandemic risk management

Hoek

Lacity²,

Willcocks³

2022

IJPDLM

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PurposeThis paper offers a novel approach for conducting impactful research on emerging topics or practices. This method is particularly relevant in the face of emerging phenomena and new dynamics, such as the impact of the COVID-19 pandemic on supply chain risks. Because these new phenomena and dynamics are relatively unexplored, little prior knowledge exists in literature and industry, and they represent a large opportunity and/or challenge to practitioners.Design/methodology/approachThe action principles research (APR) approach, as a newer version of critically engaged research (CER), offers comparison against more traditional empirical or intervention-based research. The authors illustrate the approach with a pandemic risk-management study.FindingsThe APR approach originated in the information technology field. It is highly applicable for researchers who are seeking to more expeditiously support decision making and actioning on new dynamics and emerging topics and practice in supply chain management than is allowed by traditional methods and longitudinal CER.Originality/valueIn the context of ongoing calls for relevance, impact and actionable findings on pandemic risk management, this paper describes an approach to developing timely findings that are actionable for practitioners and that advance science around dynamic and emerging topics or practices. We hope this will grow societal value of research, particularly in the face of the COVID-19 pandemic and the new dynamics and uncertainties that managers face in modern supply chains.

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How Consumers Value Retailer's Return Policy Leniency Levers: An Empirical Investigation

Cited by 3 publications

References 92 publications

Examining the impact of service recovery resilience in the context of product replacement: the roles of perceived procedural and interactional justice

Examining the impact of service recovery resilience in the context of product replacement: the roles of perceived procedural and interactional justice

Influence of return convenience on young buyers’ repurchase intentions

Influencing supply chain practice: the action principles approach applied to pandemic risk management

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