search query: @freeterm deshopping / total: 1
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| Author: | King, T. Dennis, C. Wright, L.T. |
| Title: | Myopia, customer returns and the theory of planned behaviour |
| Journal: | Journal of Marketing Management
2008 : VOL. 24:1-2, p. 185-203 |
| Index terms: | customers consumer behaviour behavioural science theories |
| Freeterms: | deshopping |
| Language: | eng |
| Abstract: | As a prevalent and growing form of customer behaviour, deshopping (hereafter as: de-shpg.) is on the rise. Retailers' focus on good customer service etc. ... has led to the growth in this fraudulent behaviour of customers in returning goods. Using the Theory of Planned Behaviour (TPB)and a quantitative questionnaire with more than 500 female consumers, this paper deals with retailer myopia in the context of dishonest customer returns. The findings highlight the extent of the behaviour with 50 percent admitting to partaking in de-shpg. The TPB variables can be utilised to manage and prevent de-shpg. Among others, the results indicate that currently these customers perceive it to be easy to deshop as there are no consequences with the result that such behaviour continues to grow etc. |
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