The Impact of Impulsive Buying on Customer Returns

Lysenko-Ryba, Kateryna

doi:10.24874/ijqr15.03-11

Cited by 3 publications

(2 citation statements)

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“…Perceived leniency was found to be the most influential factor for return purchase intention, but it also significantly impacted the perceived fairness and the quality of the return process (Wang et al, 2019). Emotions directly affect the purchase of products, especially if customers know that they have the right to return the goods (Lysenko-Ryba, 2021;Ramanathan, 2010). Gurnani et al (2010) have been studied partial returns to be more optimal for the channel as compared to full returns.…”

Section: Introductionmentioning

confidence: 99%

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Examination of aspects of pro-consumer refund system

Lysenko-Ryba

Zimon

Madzík

et al. 2022

TQM

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PurposePro-consumer refund system (PCRS) should be understood as a process in customer service, within which activities are related to the handling of goods that do not meet customer expectations, both in business-to-consumer (B2C) and business-to-business (B2B) relations. The research monitored three groups of variables – the importance of shopping decision factors, customer ID characteristics and PCRS characteristics. The authors explore relationships between these three groups of variables, and the authors tried to understand better the role of the PCRS system in customer perception of service quality.Design/methodology/approachAn electronic survey was used to collect data in the planned structure. Research questions were developed into variables, and these were then the basis for creating questionnaires. Data were collected through electronic questionnaires. The sample consisted of 327 respondents from Poland (confidence level = 95%, confidence interval = 5.42).FindingsThe results of the research show that the PCRS is very important and appreciated from the customer's perspective. Most of the respondents are aware of their consumer rights and correctly understand the meaning of the term “pro-consumer refund system”. Respondents require complex service in terms of returns; their satisfaction does not depend on any individual factor. This also means that the return system must be lenient in each aspect.Originality/valueA detailed analysis of aspects of PCRS has not yet been carried out in the literature. Although previous studies have focused, at least in part, on defining the essential attributes of PCRS, in most cases, it was an organization-driven view of this topic. The research examined the interrelationships between aspects of PCRS based on empirical data and offered a new perspective on this evolving concept.

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Section: Introductionmentioning

confidence: 99%

“…, 2019). Emotions directly affect the purchase of products, especially if customers know that they have the right to return the goods (Lysenko-Ryba, 2021; Ramanathan, 2010). Gurnani et al.…”

Section: Introductionmentioning

confidence: 99%

Examination of aspects of pro-consumer refund system

Lysenko-Ryba

Zimon

Madzík

et al. 2022

TQM

Self Cite

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Antecedents of Consumer Product Returns

Kutlu

2024

Karamanoğlu Mehmetbey Üniversitesi Sosyal Ve Ekonomik Araştırmalar Dergisi

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Product returns inevitably occur in companies for consumer and industrial products. While returns cause business resources to be spent inefficiently, they also cause serious damage to the environment and economy due to reverse logistics activities. The aim of this study is to examine consumer return behavior and its reasons Opinions of 653 consumers are obtained through convenience sampling for the study. In this research, the reasons for return behavior are examined in two categories: product-related and consumer-related. Consumers' returns are largely product-related. Consumer-related returns are considered in two factors: insufficient research and unable-to-use. Insufficient research returns are positively influenced by consumer attitudes towards unethical returns and impulsive (emotional dimension) buying tendencies. User manual behavior is shown to reduce unable-to-use returns. In addition, the positive attitude of consumers towards unethical returns increases the number of unable-to-use returns. Consumer attitudes towards unethical product returns are negatively affected by their environmental values.

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Strategies for Reducing the Environmental Impact of Impulse Buying

Obukhovich,

Sipilä,

Tarkiainen

2023

Advances in Marketing, Customer Relationship Management, and E-Services

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This book chapter discusses the impulse buying of sustainably motivated consumers (i.e., sustainable consumers). The authors empirically investigate cases when sustainable consumers buy things impulsively and deal with the negative outcomes of such behaviour. Analysis of qualitative interview data reveals insights on five main themes, namely, sustainable consumption; cases of impulse buying, its antecedents and outcomes; coping with the outcomes of impulse buying; understanding the environmental impact of coping; and preventing future impulse buying. Based on the findings, various strategies for reducing the environmental impact of impulse buying are proposed.

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The Impact of Impulsive Buying on Customer Returns

Cited by 3 publications

References 0 publications

Examination of aspects of pro-consumer refund system

Examination of aspects of pro-consumer refund system

Antecedents of Consumer Product Returns

Strategies for Reducing the Environmental Impact of Impulse Buying

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