Managing Dissatisfaction-Reference-Cited by-同舟云学术

Managing Dissatisfaction

Published:1998-11 Issue:2 Volume:1 Page:140-155
ISSN:1094-6705
Container-title:Journal of Service Research
language:en
Short-container-title:Journal of Service Research

Author:

Chu Wujin¹,Gerstner Eitan²,Hess James D.³

Affiliation:

1. Seoul National University

2. University of California, Davis

3. University of Illinois, Urbana-Champaign

Abstract

Previous research emphasizes the benefits of generous refunds as part of overall complaint management service policy, yet recent empirical evidence suggests that many retailers have concerns about abusive returns and hesitate to fully compensate dissatisfied customers. We present an analysis of three refund policies-no questions asked, no refunds, and verifiable problems only-and show that no questions asked is the most efficient way to handle consumer opportunism.

Publisher

SAGE Publications

Subject

Organizational Behavior and Human Resource Management,Sociology and Political Science,Information Systems

Link

http://journals.sagepub.com/doi/pdf/10.1177/109467059800100204

Reference32 articles.

1. A Consumer-Side Experimental Examination of Signaling Theory: Do Consumers Perceive Warranties as Signals of Quality?

2. Product Warranties and Double Moral Hazard

3. Warranty Scope and Reliability Under Imperfect Information and Alternative Market Structures

4. Money back guarantees in retailing: matching products to consumer tastes

Cited by 122 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. Managing consumer bracketing purchases: Optimal return policy analysis;International Journal of Production Economics;2024-09

2. Research on Reverse Channel: Review and Prospects;Journal of Business-to-Business Marketing;2024-04-02

3. A Novel Return Policy: Negotiating Refunds Without Returns;SSRN Electronic Journal;2024

4. Information Provision Strategy of Retailers Under Consumer Returns Taking into Account Consumer Reference-Dependent Behavior;2024

5. Managing presales with two payments and return policy when consumers are time‐inconsistent;Production and Operations Management;2023-11