Fraudulent consumer returns: exploiting retailers' return policies

Purpose - Although dysfunctional behaviors by customers is increasingly being recognized by both scholars and practitioners, "illegitimate" complaining, in the form of fraudulent returns by customers, is under-researched. The aim of this study is to address this gap in extant knowledge thr...

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Veröffentlicht in:	European journal of marketing 2010-06, Vol.44 (6), p.730-747
1. Verfasser:	Harris, Lloyd C
Format:	Artikel
Sprache:	eng
Schlagworte:	Behavior Borrowing Consumer behavior Consumer behaviour Consumers Customer services Customers Ethics Fraud Product returns Retail stores Retailing industry Studies
Online-Zugang:	Volltext
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