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Do product returns hurt relational outcomes? some evidence from online retailing · Study

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ArticleDo product returns hurt relational outcomes? some evidence from online retailing

Gianfranco Walsh2016

Article2016

Do product returns hurt relational outcomes? some evidence from online retailing

Gianfranco Walsh · Daniel Brylla

24 citations·0/0 files stored·Electronic Markets

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Customer Service Quality and Loyalty Digital Marketing and Social Media Consumer Behavior and Marketing Influence

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References

2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.1957A Theory of Cognitive Dissonance 1994The Commitment-Trust Theory of Relationship Marketing 2017A Theory of Cognitive Dissonance 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1973Availability: A heuristic for judging frequency and probability 1987Developing Buyer-Seller Relationships 2010Satisfaction: a behavioral perspective on the consumer

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2022Using instant refunds to improve online return experiences 2022Research on E-Commerce Database Marketing Based on Machine Learning Algorithm

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Papers that cite the same references — the relational fallback while embeddings are still backfilling.

2017The combined effect of product returns experience and switching costs on B2B customer re-purchase intentarticle · 11 shared references 2014A Study of the Multilevel and Dynamic Nature of Trust in E-Commerce from a Cross-Stage Perspectivearticle · 10 shared references 2002Understanding Relationship Marketing Outcomesarticle · 9 shared references 2017Consumer–brand identification revisited: An integrative framework of brand identification, customer satisfaction, and price image and their role for brand loyalty and word of moutharticle · 9 shared references 2015Relationship between Online Retailers’ Reputation and Product Returnsarticle · 9 shared references 2017Understanding the long-term implications of retailer returns in business-to-business relationshipsarticle · 9 shared references

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Year2016

Typearticle

Published2016-12-24

VenueElectronic Markets

ISSN-L1019-6781

Languageen

Citations24

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1007/s12525-016-0240-3

openalex_workW2564081391

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