FRINK Linked Data Fragments server

Matches in SemOpenAlex for { <https://semopenalex.org/work/W1987474770> ?p ?o ?g. }

• W1987474770 endingPage "747" @default.
• W1987474770 startingPage "730" @default.
• W1987474770 abstract "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 through explicitly focusing on uncovering factors which permit consumers to exploit retailers' liberal return policies when fraudulently returning products that they know they have used or damaged. Design/methodology/approach In‐depth interviews were utilized as the main data collection method. Interviews were conducted amongst service employees and customers. A total of 87 interviews were conducted with front‐line employees and managers of 12 general retail outlets. Customer interviewing involved 96 interviews. Potential customer informants were randomly contacted with a request to participate in a study of customer service and returning goods. Findings Data analysis revealed ten main factors that appear to be related to customers' likelihood of successfully, fraudulently returning products. Research limitations/implications As with other similar studies of this nature, the findings and implications are limited by the research design and methods employed. However, these limitations also indicate potentially fruitful avenues of future research. Future studies could employ different methods and explore differing contexts to gauge the generalizability of findings. Practical implications The findings of the study have a range of implications for practitioners and policy makers. Insights are generated into the extent of fraudulent returning and the factors which facilitate successful fraudulent returns. As such, practitioners could use such insights to reduce the frequency of such episodes. Public policy implications centre on highlighting the issues which policy makers may wish to consider. Originality/value The current study is the first to explore how (rather than, why) consumers exploit firms' return policies and fraudulently defraud retailers. As such, a fundamental and stark contribution centres on the finding of widespread, recidivist fraudulent returning among those interviewed. Ten facilitators of fraudulent returning were identified, providing rich insights into how customers are able, successfully, to return used and damaged products." @default.
• W1987474770 created "2016-06-24" @default.
• W1987474770 creator A5025026600 @default.
• W1987474770 date "2010-06-01" @default.
• W1987474770 modified "2023-10-12" @default.
• W1987474770 title "Fraudulent consumer returns: exploiting retailers' return policies" @default.
• W1987474770 cites W126672985 @default.
• W1987474770 cites W1499732808 @default.
• W1987474770 cites W1970654202 @default.
• W1987474770 cites W1990741876 @default.
• W1987474770 cites W2028856827 @default.
• W1987474770 cites W2028959307 @default.
• W1987474770 cites W2029988482 @default.
• W1987474770 cites W2042155425 @default.
• W1987474770 cites W2044569628 @default.
• W1987474770 cites W2050948296 @default.
• W1987474770 cites W2052607676 @default.
• W1987474770 cites W2063136941 @default.
• W1987474770 cites W2071559616 @default.
• W1987474770 cites W2073168015 @default.
• W1987474770 cites W2074198360 @default.
• W1987474770 cites W2078782279 @default.
• W1987474770 cites W2079236433 @default.
• W1987474770 cites W2089796443 @default.
• W1987474770 cites W2094996750 @default.
• W1987474770 cites W2102215629 @default.
• W1987474770 cites W2113800396 @default.
• W1987474770 cites W2122573900 @default.
• W1987474770 cites W2129492808 @default.
• W1987474770 cites W2139356898 @default.
• W1987474770 cites W2144512196 @default.
• W1987474770 cites W2147725405 @default.
• W1987474770 cites W2149686978 @default.
• W1987474770 cites W2158680240 @default.
• W1987474770 cites W2160783530 @default.
• W1987474770 cites W2165109419 @default.
• W1987474770 cites W2166088776 @default.
• W1987474770 cites W2166679198 @default.
• W1987474770 cites W2901364274 @default.
• W1987474770 cites W2909802559 @default.
• W1987474770 cites W4231408574 @default.
• W1987474770 cites W4241074967 @default.
• W1987474770 doi "https://doi.org/10.1108/03090561011032694" @default.
• W1987474770 hasPublicationYear "2010" @default.
• W1987474770 type Work @default.
• W1987474770 sameAs 1987474770 @default.
• W1987474770 citedByCount "61" @default.
• W1987474770 countsByYear W19874747702012 @default.
• W1987474770 countsByYear W19874747702013 @default.
• W1987474770 countsByYear W19874747702014 @default.
• W1987474770 countsByYear W19874747702015 @default.
• W1987474770 countsByYear W19874747702016 @default.
• W1987474770 countsByYear W19874747702017 @default.
• W1987474770 countsByYear W19874747702018 @default.
• W1987474770 countsByYear W19874747702019 @default.
• W1987474770 countsByYear W19874747702020 @default.
• W1987474770 countsByYear W19874747702021 @default.
• W1987474770 countsByYear W19874747702022 @default.
• W1987474770 countsByYear W19874747702023 @default.
• W1987474770 crossrefType "journal-article" @default.
• W1987474770 hasAuthorship W1987474770A5025026600 @default.
• W1987474770 hasConcept C138496976 @default.
• W1987474770 hasConcept C144133560 @default.
• W1987474770 hasConcept C15744967 @default.
• W1987474770 hasConcept C162853370 @default.
• W1987474770 hasConcept C17744445 @default.
• W1987474770 hasConcept C178300618 @default.
• W1987474770 hasConcept C199539241 @default.
• W1987474770 hasConcept C24845683 @default.
• W1987474770 hasConcept C27158222 @default.
• W1987474770 hasConcept C27502469 @default.
• W1987474770 hasConcept C2780378061 @default.
• W1987474770 hasConcept C39549134 @default.
• W1987474770 hasConcept C542102704 @default.
• W1987474770 hasConcept C78458016 @default.
• W1987474770 hasConcept C86803240 @default.
• W1987474770 hasConceptScore W1987474770C138496976 @default.
• W1987474770 hasConceptScore W1987474770C144133560 @default.
• W1987474770 hasConceptScore W1987474770C15744967 @default.
• W1987474770 hasConceptScore W1987474770C162853370 @default.
• W1987474770 hasConceptScore W1987474770C17744445 @default.
• W1987474770 hasConceptScore W1987474770C178300618 @default.
• W1987474770 hasConceptScore W1987474770C199539241 @default.
• W1987474770 hasConceptScore W1987474770C24845683 @default.
• W1987474770 hasConceptScore W1987474770C27158222 @default.
• W1987474770 hasConceptScore W1987474770C27502469 @default.
• W1987474770 hasConceptScore W1987474770C2780378061 @default.
• W1987474770 hasConceptScore W1987474770C39549134 @default.
• W1987474770 hasConceptScore W1987474770C542102704 @default.
• W1987474770 hasConceptScore W1987474770C78458016 @default.
• W1987474770 hasConceptScore W1987474770C86803240 @default.
• W1987474770 hasIssue "6" @default.
• W1987474770 hasLocation W19874747701 @default.
• W1987474770 hasOpenAccess W1987474770 @default.
• W1987474770 hasPrimaryLocation W19874747701 @default.
• W1987474770 hasRelatedWork W1979439403 @default.
• W1987474770 hasRelatedWork W1987474770 @default.
• W1987474770 hasRelatedWork W2010636166 @default.

• next