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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.
SCIMA tietueen numero: 270711
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