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

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

Huseyn Abdulla2019

OA

Articlegreen2019

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

Huseyn Abdulla · James D. Abbey · Michael E. Ketzenberg

69 citations·0/0 files stored·Production and Operations Management

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Customer Service Quality and Loyalty Consumer Market Behavior and Pricing Consumer Retail Behavior Studies

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives 1937The Nature of the Firm 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1985From Intentions to Actions: A Theory of Planned Behavior 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1973Job Market Signaling

Cited by

2025Operations & supply chain management: principles and practice 2022Examining the impact of service recovery resilience in the context of product replacement: the roles of perceived procedural and interactional justice 2023Lenient vs. stringent returns policies in the presence of fraudulent returns: The role of customers’ fairness perceptions 2023Retail returns management strategy: An alignment perspective 2024Online Retailing Operations: Is It Wise to Offer Free Sample Trial and Money-Back Guarantee Together?

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2024The BORIS experience: evaluating omnichannel returns and repurchase intentionarticle · 16 shared references 2020Return policy, No joke: An investigation into the impact of a retailer's return policy on consumers' decision makingarticle · 15 shared references 2022Examining the impact of service recovery resilience in the context of product replacement: the roles of perceived procedural and interactional justicearticle · 15 shared references 2021Post-purchase warranty and knowledge monetization: Evidence from a paid-knowledge platformarticle · 15 shared references 2019Assessing Impacts of Store and Salesperson Dimensions of Retail Service Quality on Consumer Returnsarticle · 14 shared references 2008Understanding Channel Purchase Intentions: Measuring Online and Offline Shopping Value Perceptionsbook · 13 shared references

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Year2019

Typearticle

Published2019-01-01

VenueProduction and Operations Management

ISSN-L1059-1478

Languageen

Citations69

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1111/poms.13640

openalex_workW4226010958

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2022Restoring the buyer–seller relationship through online return shipping: The role of return shipping method and return shipping fee

2022Strategies for the retail platform to counteract match uncertainty: Virtual showroom and return or exchange policy

2024Product Customization and Returns: The Moderating Role of National Culture