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Striking the right balance: Customising return policy leniency for managing customer online return proclivity and satisfaction
16 references·0 citing·51 second hop
Striking the right balance: Customising return policy leniency for managing customer online return proclivity and satisfaction (2025)Striking the right balance: Customising r…The Impact of Online Product Reviews on Product Returns (2018)The Impact of Online Product …Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews (2018)Predicting overall customer s…The Effect of Return Policy Leniency on Consumer Purchase and Return Decisions: A Meta-analytic Review (2015)The Effect of Return Policy L…Mining Marketing Meaning from Online Chatter: Strategic Brand Analysis of Big Data Using Latent Dirichlet Allocation (2014)Mining Marketing Meaning from…Generalizations on consumer innovation adoption: A meta-analysis on drivers of intention and behavior (2011)Generalizations on consumer i…What makes a helpful online review? a study of customer reviews on amazon.com (2010)What makes a helpful online r…Satisfaction Strength and Customer Loyalty (2007)Satisfaction Strength and Cus…Customer delight in a retail context: investigating delightful and terrible shopping experiences (2004)Customer delight in a retail …Remote Purchase Environments: The Influence of Return Policy Leniency on Two-Stage Decision Processes (2001)Remote Purchase Environments:…Money back guarantees in retailing: matching products to consumer tastes (1995)Money back guarantees in reta…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…Organizational Justice: Yesterday, Today, and Tomorrow (1990)Organizational Justice: Yeste…The psychology of sunk cost (1985)The psychology of sunk costA Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance (1973)Consumer Dissatisfaction: The…A Coefficient of Agreement for Nominal Scales (1960)A Coefficient of Agreement fo…A theory of justice original editionHandbook of Industrial and Organizational Psychology. 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(1971)The Measurement of Observer Agreement for Categorical Data (1977)The Effect of Word of Mouth on Sales: Online Book Reviews (2006)Navigating by the Stars: Investigating the Actual and Perceived Validity of Online User Ratings (2015)Unstructured data in marketing (2018)Past, Present, and Future of Electronic Word of Mouth (EWOM) (2020)Signaling Theory: A Review and Assessment (2010)Market segmentation and travel choice prediction in Spa hotels through TripAdvisor’s online reviews (2019)Revealing customers’ satisfaction and preferences through online review analysis: The case of Canary Islands hotels (2019)Hotel selection driven by online textual reviews: Applying a semantic partitioned sentiment dictionary and evidence theory (2020)A Theory of Social Comparison Processes (1954)A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism (2016)Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation (2016)Authenticity under threat: When social media influencers need to go beyond self-presentation (2018)Schedule for Affective Disorders and Schizophrenia for School-Age Children-Present and Lifetime Version (K-SADS-PL): Initial Reliability and Validity Data (1997)Interrater reliability: the kappa statistic (2012)
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References

  • 1960A Coefficient of Agreement for Nominal Scales42,335 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1990Organizational Justice: Yesterday, Today, and Tomorrow3,663 cited
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  • 1973Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance1,066 cited
  • 2014Mining Marketing Meaning from Online Chatter: Strategic Brand Analysis of Big Data Using Latent Dirichlet Allocation774 cited
  • 2011Generalizations on consumer innovation adoption: A meta-analysis on drivers of intention and behavior567 cited
  • 2018Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews497 cited
  • 2001Remote Purchase Environments: The Influence of Return Policy Leniency on Two-Stage Decision Processes434 cited
  • 2004Customer delight in a retail context: investigating delightful and terrible shopping experiences420 cited
  • 1995Money back guarantees in retailing: matching products to consumer tastes368 cited
  • 2007Satisfaction Strength and Customer Loyalty

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348 cited
  • 2015The Effect of Return Policy Leniency on Consumer Purchase and Return Decisions: A Meta-analytic Review301 cited
  • 2018The Impact of Online Product Reviews on Product Returns263 cited
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