Return shipping policies of online retailers Normative assumptions and the long term consequences of fee and fee returns

By:

BOWER, AMANDA B

Contributor(s):

MAXHAM, JAMES G

Material type:

Mixed materialsPublication details: 2012Description: 110-124Subject(s):

MARKETING

NLM classification:

658.8

In: JOURNAL OF MARKETINGMSummary: To limit costs associated with product returns, some online retailers have instituted equity based return shipping policeies, requiring customers to pay to return products when retailers determine that customers are at fault. The authors compare the normative assumptions about customers that underlie equity based return shipping polices with the more realistic, positivist expectations as predicted by attribution, equity and regret theories.

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Holdings
Item type	Current library	Call number	Vol info	Status	Date due	Barcode
Periodicals/Magazines	SSCBS Library		76/5	Available		P14657

To limit costs associated with product returns, some online retailers have instituted equity based return shipping policeies, requiring customers to pay to return products when retailers determine that customers are at fault. The authors compare the normative assumptions about customers that underlie equity based return shipping polices with the more realistic, positivist expectations as predicted by attribution, equity and regret theories.

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