Fraudulent return proclivity : an empirical analysis
Harris, Lloyd C.. (2008) Fraudulent return proclivity : an empirical analysis. Journal of Retailing, Volume 84 (Number 4). pp. 461-476. ISSN 0022-4359Full text not available from this repository.
Official URL: http://dx.doi.org/10.1016/j.jretai.2008.09.003
While many frameworks of service dynamics assume that consumers will not intentionally disrupt service encounters, a growing body of studies argues that dysfunctional customer behaviors are far from rare. Although a number of studies have explored such behaviors, deliberate fraudulent returning by consumers is relatively under-researched. Fraudulent returning refers to consumers taking back goods to a retailer knowing that such a return is contrary to the firm or legal rules and regulations governing such returns (including returning functional but used or consumer-damaged goods). This article is structured in the following way. First, in order to clarify the nature of demographic control factors, we briefly outline existing research into the demographic characteristics of complainers and fraudulent returners. Thereafter, we present the findings of a study designed to identify which demographic factors are linked to fraudulent returning. Second, we present a conceptual model of the psychographic antecedents of fraudulent returning proclivity. After describing the research design, methodology, and the approach adopted to test this model, we present the results of a second study developed to model the predictors of fraudulent proclivity that also controls for the demographic factors identified in Study 1. We conclude with a discussion of the contributions and limitations of these studies. (C) 2008 New York University. Published by Elsevier Me. All rights reserved.
|Item Type:||Journal Article|
|Subjects:||H Social Sciences > HF Commerce|
|Divisions:||Faculty of Social Sciences > Warwick Business School|
|Library of Congress Subject Headings (LCSH):||Consumer behavior, Consumer complaints, Customer services, Relationship marketing, Retail trade|
|Journal or Publication Title:||Journal of Retailing|
|Publisher:||Elsevier Science Inc.|
|Number of Pages:||16|
|Page Range:||pp. 461-476|
|Access rights to Published version:||Restricted or Subscription Access|
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