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| Tekijä: | Harris, L. C. |
| Otsikko: | Fraudulent consumer returns: exploiting retailers' return policies |
| Lehti: | European Journal of Marketing
2010 : VOL. 44:6, p. 730-747 |
| Asiasana: | fraud customers ethics consumer behaviour |
| Kieli: | eng |
| Tiivistelmä: | The purpose of this study is to explore fraudulent returns by customers through explicitly focusing on uncovering factors that permit consumers to exploit retailers' liberal return policies when returning products that they know they have used or damaged. In-depth interviews were conducted among service employees and customers. The results reveal ten main factors that appear to be related to customers' likelihood of successfully fraudulently returning their purchases, e.g. knowledge of returns policies, lack of customer self consciousness and past experience and success. |
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