Customer fraud and business responses: let the marketer beware

Abstract

Preface The Emergence of Customer Fraud Activity Let the Seller Beware The Social Environment that Encourages Customer Fraud Customer Fraud as a Form of Resistance to Modern Business Customer Fraud Acts Product Acquisition Fraud Product Return Fraud Service Acquisition Fraud Fraud in the Use of Sales Promotions Fraud in Negotiations Fraud Facilitated by Employees Summary of Managerial Insights Suggested by Customer Fraud Acts How Customer Fraud Acts Succeed Marketers' Practices that are Vulnerable to Fraud Customers' Fraud Methods that Prey on Marketers' Vulnerabilities The Sequence of Events Leading to Customer Fraud and to Repeat Fraud Customers' First Thoughts of Committing Fraud Customers' Post-Fraud Feelings, Justifications, and Discussions with Others Managerial Insights Suggested by the Process of Committing Customer Fraud Appendix: Getting Customers to Disclose Fraud Stories References

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