Real e-customer behavioural responses to free delivery and free returns

Lantz, Björn; Hjort, Klas

doi:10.1007/s10660-013-9125-0

Cited by 53 publications

(39 citation statements)

References 31 publications

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“…They suggest that from an economic perspective, such a return policy is not recommended. Lantz and Hjort [99] confirm that free returns can reduce the average value of orders. Hjort and Lantz [101] further demonstrate that the free-return policy does not contribute to retailers' long-term profitability, but repeat customers can generate more contributions.…”

Section: Area 4 Reverse Logistics In Fashion Retailingmentioning

confidence: 94%

“…Studies on the return policy between consumers and retailers focus on two aspects: the effect of the policy on customer behavior and loyalty [94][95][96][97][98], and the effect of the policy on retailers' profitability [99,100]. Most studies from the customer behavior perspective show that this type of return policy can attract more consumers and create more loyal customers [101].…”

Section: Area 4 Reverse Logistics In Fashion Retailingmentioning

confidence: 99%

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Sustainable Retailing in the Fashion Industry: A Systematic Literature Review

2017

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Although sustainability in the fashion industry has gained prominence from both business practices and academic research, retailing, a vital part of the supply chain, has not yet been fairly explored in academia. The interest in this area has increased lately, mainly due to the growing complexity within this dynamic context. Therefore, it is meaningful to conduct a systematic review of the relevant published literature in this field. This study aims to identify the main perspectives of research on sustainable retailing in the fashion industry. The content analysis results indicate that the most prominent areas in the field are sustainable retailing in disposable fashion, fast fashion, slow fashion, green branding and eco-labeling; retailing of secondhand fashion; reverse logistics in fashion retailing; and emerging retailing opportunities in e-commerce. The results from this review also indicate that there is a lack of research on sustainable retailing in the fashion industry in the developing market.

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Section: Area 4 Reverse Logistics In Fashion Retailingmentioning

confidence: 94%

Section: Area 4 Reverse Logistics In Fashion Retailingmentioning

confidence: 99%

Sustainable Retailing in the Fashion Industry: A Systematic Literature Review

2017

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“…For the AR classifier, research suggests that monetary leniency can stimulate liking toward a retailer's return policy (Posselt et al, ) and decrease postreturn regret (Bower & Maxham III, ). In general, there is strong empirical evidence that higher monetary leniency results in favorable customer behavioral intentions and actions from a retailer's perspective (Gelbrich et al, ; Lantz & Hjort, ; Pei et al, ; Zhang et al, ).…”

Section: Empirical Researchmentioning

confidence: 99%

“…Petersen and Kumar (2010) Secondary data Mixon (1999), Heim and Field (2007), Posselt, Gerstner, and Radic (2008), Anderson et al (2009a), Bonifield et al (2010), Zhou and Hinz (2016), Hjort and Lantz (2016), and Shang, Pekgün, Ferguson, and Galbreth (2017) Literature content Heiman, McWilliams, and Zilberman (2001) and Janakiraman et al (2016) T Wood (2001), Heim and Field (2007), Bower and Maxham III (2012), Lantz and Hjort (2013), and Hjort and Lantz (2016) Time leniency d'Astous and Guèvremont (2008) Heim and Field (2007) Scope leniency Wood (2001) and Kim and Wansink (2012) Wood (2001) Wood ( potential value of losses and gains rather than on the final outcome. With its emphasis on loss aversion, this theory provides an important theoretical lens to study cognitive and behavioral responses of customers toward return policies that typically lead to monetary losses due to low monetary and/or exchange leniency (Heiman et al, 2015).…”

Section: Theoretical Foundationsmentioning

confidence: 99%

Taking stock of consumer returns: A review and classification of the literature

Abdulla

Ketzenberg

Abbey

2019

J of Ops Management

111

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Coincident with the rapid growth of consumer returns and their corresponding importance in the retail marketplace, academic interest in the area of consumer return policy design has significantly increased. In fact, the growth in academic publications has been tremendous, with almost half of the published works appearing within the past 6 years. The influx of new and evolving research spans across multiple disciplines and various methodologies. To provide clarity for the continued evolution of the field, we provide a comprehensive review and classification of the literature predicated on a holistic conceptual framework. The scope of the review includes all peer reviewed journal articles published prior to the end of 2018, along with any working papers cited therefrom, that specifically address (a) managerial decision‐making related to return policies or (b) consumer behavior in response to such decision‐making. Examining the state of the literature and practice on return policy design through the lens of a unified conceptual framework—a framework that spans both analytical and empirical research—reveals numerous managerial and theoretical opportunities for future research.

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“…In e-commerce, one leniency variable that exists for both deliveries and returns is whether customers pay for shipping or the company entirely subsidizes it. Lantz & Hjort (2013) [49] proposed a basic price theory which suggests that if a service is free, it will generally have a higher demand than if it were not free. If this theory holds, then free deliveries should correspond to higher sales, and free returns should correspond to both higher sales and increased returns.…”

Section: Variety Of Servicementioning

confidence: 99%

Comparison of Decision Making in Adopting E-Commerce between Indonesia and Chinese Taipei (Case Study in Jakarta and Taipei City)

Shia¹,

Chen²,

Ramdansyah³

et al. 2015

AJIBM

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The number of people using internet has increased due to advances in information technology, and the growth of electronic commerce (e-commerce) is increasingly growing. This study aims to investigate the factors that influence consumer intention to adopt e-commerce in Jakarta and Taipei. In this paper, additional variables such as trust, costs, social influences, various services, and control variables such as age, educational level, and gender of consumers become work extension of traditional model of technology acceptance (TAM) and the diffusion of innovation (DOI) models. By comparing consumers from both Jakarta and Taipei, this research is able to form a comparison model based on two different cultural settings. Data are collected from 192 Jakarta consumers and 184 Taipei consumers, and ANCOVA is employed to test the research model. The results show that trust, cost, social influence, and variety of services, perceived usefulness and trialability have significant influence to Jakarta consumer decisions to adopt e-commerce. All of variables except variety of services have significant influence to Taipei consumer decisions to adopt e-commerce. Demographic profile such as age, gender and education level have no significant influence to both cities consumers. Results from this study will be useful for online companies in formulating marketing strategy, especially for companies that will operate in Indonesian market, since Indonesia is a huge and growing market. 749

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Real e-customer behavioural responses to free delivery and free returns

Cited by 53 publications

References 31 publications

Sustainable Retailing in the Fashion Industry: A Systematic Literature Review

Sustainable Retailing in the Fashion Industry: A Systematic Literature Review

Taking stock of consumer returns: A review and classification of the literature

Comparison of Decision Making in Adopting E-Commerce between Indonesia and Chinese Taipei (Case Study in Jakarta and Taipei City)

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