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Do customer returns enhance product and shopping experience satisfaction?

  • Published:1998-01 Issue:1 Volume:8 Page:1-13
  • ISSN:0959-3969
  • Container-title:The International Review of Retail, Distribution and Consumer Research
  • language:en
  • Short-container-title:The International Review of Retail, Distribution and Consumer Research

Author:

Cassill Nancy L.

Publisher

Informa UK Limited

Subject

Marketing,Economics and Econometrics,Business and International Management

Reference4 articles.

1. Dunne, M., Gable, M. and Gebhardt, R. (1992) Retailing, Cincinnati: West Publishing.

2. Engel, J.F., Blackwell, R.D. and Miniard, P.W. (1995) Consumer Behavior, 8th ed. Chicago: The Dryden Press.

3. Gaskill, L.R. and Kunz, G.I. (1991) 'Commitment to customer service: Interactive learning strategy', Journal of Home Economics, 29-32.

4. Taher, A., Leigh, T. and French, W. (1996) 'Augmented retail services: The lifetime value of affection', Journal of Business Research, 217-28.

Cited by 10 articles. 订阅此论文施引文献 订阅此论文施引文献，注册后可以免费订阅5篇论文的施引文献，订阅后可以查看论文全部施引文献

1. Improved Decision Support for Product Returns using Probabilistic Prediction;2023 Congress in Computer Science, Computer Engineering, & Applied Computing (CSCE);2023-07-24

2. The influence of return channel type on the relationship between return service quality and customer loyalty in omnichannel retailing;Journal of Enterprise Information Management;2023-05-22

3. Examining the impact of service recovery resilience in the context of product replacement: the roles of perceived procedural and interactional justice;International Journal of Physical Distribution & Logistics Management;2022-08-16

4. Customers' perceptions of returning items purchased online: planned versus unplanned product returners;International Journal of Physical Distribution & Logistics Management;2021-04-29

5. Predicting Online Returns;Supply Chain Management Strategies and Risk Assessment in Retail Environments;2018
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