IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v61y2021ics0969698921000953.html
   My bibliography  Save this article

Online fraudulent returns in Taiwan: The impacts of e-retailers’ transaction ethics and consumer personality

Author

Listed:
  • Chang, Hsiu-Hua
  • Guo, Yi-Yan

Abstract

While online return policies are a guarantee of consumer rights that strengthens competitiveness, how to avoid unethical returns by consumers is a vital issue. This study examines the influences of e-retailers’ ethical efforts and consumer personalities on fraudulent returns through relationship building and maintenance. We found that commitment effectively reduces unethical returns. E-retailer's transaction ethics and consumer shopping orientation and relationship proneness can improve consumer trust in and commitment to the retailer, and prevent fraudulent returns. Scholarly and management implications are presented based on our findings.

Suggested Citation

  • Chang, Hsiu-Hua & Guo, Yi-Yan, 2021. "Online fraudulent returns in Taiwan: The impacts of e-retailers’ transaction ethics and consumer personality," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    • Handle: RePEc:eee:joreco:v:61:y:2021:i:c:s0969698921000953
    DOI: 10.1016/j.jretconser.2021.102529
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698921000953
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2021.102529?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Pei, Zhi & Paswan, Audhesh & Yan, Ruiliang, 2014. "E-tailer׳s return policy, consumer׳s perception of return policy fairness and purchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 21(3), pages 249-257.
    2. Randolph E. Bucklin & James M. Lattin, 1991. "A Two-State Model of Purchase Incidence and Brand Choice," Marketing Science, INFORMS, vol. 10(1), pages 24-39.
    3. Joon Yong Seo & Sukki Yoon & Milena Vangelova, 2016. "Shopping plans, buying motivations, and return policies: impacts on product returns and purchase likelihoods," Marketing Letters, Springer, vol. 27(4), pages 645-659, December.
    4. Odekerken-Schroder, Gaby & De Wulf, Kristof & Schumacher, Patrick, 2003. "Strengthening outcomes of retailer-consumer relationships: The dual impact of relationship marketing tactics and consumer personality," Journal of Business Research, Elsevier, vol. 56(3), pages 177-190, March.
    5. Strahilevitz, Michal & Myers, John G, 1998. "Donations to Charity as Purchase Incentives: How Well They Work May Depend on What You Are Trying to Sell," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 24(4), pages 434-446, March.
    6. Kim, Youn-Kyung & Lee, Min-Young & Park, Soo-Hee, 2014. "Shopping value orientation: Conceptualization and measurement," Journal of Business Research, Elsevier, vol. 67(1), pages 2884-2890.
    7. Zhiqiang Liu & Fue Zeng & Chenting Su, 2009. "Does Relationship Quality Matter in Consumer Ethical Decision Making? Evidence from China," Journal of Business Ethics, Springer, vol. 88(3), pages 483-496, October.
    8. Mercy Mpinganjira, 2015. "Online Store Service Convenience, Customer Satisfaction and Behavioural Intentions: A Focus on Utilitarian Oriented Shoppers," Journal of Economics and Behavioral Studies, AMH International, vol. 7(1), pages 36-49.
    9. Scarpi, Daniele, 2012. "Work and Fun on the Internet: The Effects of Utilitarianism and Hedonism Online," Journal of Interactive Marketing, Elsevier, vol. 26(1), pages 53-67.
    10. Sergio Román & Pedro Cuestas, 2008. "The Perceptions of Consumers Regarding Online Retailers’ Ethics and Their Relationship with Consumers’ General Internet Expertise and Word of Mouth: A Preliminary Analysis," Journal of Business Ethics, Springer, vol. 83(4), pages 641-656, December.
    11. Adjei, Mavis T. & Clark, Melissa N., 2010. "Relationship marketing in A B2C context: The moderating role of personality traits," Journal of Retailing and Consumer Services, Elsevier, vol. 17(1), pages 73-79.
    12. Hsiu-Hua Chang & Long-Chuan Lu, 2019. "Actively Persuading Consumers to Enact Ethical Behaviors in Retailing: The Influence of Relational Benefits and Corporate Associates," Journal of Business Ethics, Springer, vol. 156(2), pages 399-416, May.
    13. Harris, Lloyd C., 2008. "Fraudulent Return Proclivity: An Empirical Analysis," Journal of Retailing, Elsevier, vol. 84(4), pages 461-476.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Mainardes, Emerson Wagner & Coutinho, Ananda Raquel Silva & Alves, Helena Maria Batista, 2023. "The influence of the ethics of E-retailers on online customer experience and customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    2. Hu, Jianhao & Zhang, Xuan & Chen, Hanyu(Yuki) & Li, Wanyue, 2024. "When it rains, it pours? The impact of weather on customer returns in the brick-and-mortar retail store," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    3. Chang, Hsiu-Hua & Yang, Ting-Shan, 2022. "Consumer rights or unethical behaviors: Exploring the impacts of retailer return policies," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    4. Zhang, Danni & Frei, Regina & Senyo, P.K. & Bayer, Steffen & Gerding, Enrico & Wills, Gary & Beck, Adrian, 2023. "Understanding fraudulent returns and mitigation strategies in multichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    5. Zohra Ghali-Zinoubi, 2023. "Online Retailers’ Perceived Ethics and Consumer Repetitive Purchases Under the Moderating Role of Reputation: A Commitment-Trust Theory Perspective," SAGE Open, , vol. 13(4), pages 21582440231, November.
    6. Serravalle, Francesca & Vannucci, Virginia & Pantano, Eleonora, 2022. "“Take it or leave it?†: Evidence on cultural differences affecting return behaviour for Gen Z," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Chen, Jing & Yu, Bo & Chen, Bintong & Liu, Zhuojun, 2023. "Lenient vs. stringent returns policies in the presence of fraudulent returns: The role of customers’ fairness perceptions," Omega, Elsevier, vol. 117(C).
    2. Jeng, Shih-Ping, 2017. "Increasing customer purchase intention through product return policies: The pivotal impacts of retailer brand familiarity and product categories," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 182-189.
    3. Joon Yong Seo & Sukki Yoon & Milena Vangelova, 2016. "Shopping plans, buying motivations, and return policies: impacts on product returns and purchase likelihoods," Marketing Letters, Springer, vol. 27(4), pages 645-659, December.
    4. Brown, James R., 2020. "The competitive structure of restaurant retailing: the impact of hedonic-utilitarian patronage motives," Journal of Business Research, Elsevier, vol. 107(C), pages 233-244.
    5. Chang, Hsiu-Hua & Yang, Ting-Shan, 2022. "Consumer rights or unethical behaviors: Exploring the impacts of retailer return policies," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    6. Ülkü, M. Ali & Gürler, Ülkü, 2018. "The impact of abusing return policies: A newsvendor model with opportunistic consumers," International Journal of Production Economics, Elsevier, vol. 203(C), pages 124-133.
    7. Chun-Tuan Chang & Zhao-Hong Cheng, 2015. "Tugging on Heartstrings: Shopping Orientation, Mindset, and Consumer Responses to Cause-Related Marketing," Journal of Business Ethics, Springer, vol. 127(2), pages 337-350, March.
    8. Rokonuzzaman, Md & Iyer, Pramod & Harun, Ahasan, 2021. "Return policy, No joke: An investigation into the impact of a retailer's return policy on consumers' decision making," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    9. McAlister, Leigh & George, Edward I. & Chien, Yung-Hsin, 2009. "A Basket-mix Model to Identify Cherry-picked Brands," Journal of Retailing, Elsevier, vol. 85(4), pages 425-436.
    10. Pelau Corina & Serban Daniela & Chinie Alexandra Catalina, 2018. "The influence of personality types on the impulsive buying behavior of a consumer," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 12(1), pages 751-759, May.
    11. Hsiu-Hua Chang & Long-Chuan Lu, 2019. "Actively Persuading Consumers to Enact Ethical Behaviors in Retailing: The Influence of Relational Benefits and Corporate Associates," Journal of Business Ethics, Springer, vol. 156(2), pages 399-416, May.
    12. Quoc Trung Pham & Xuan Phuc Tran & Sanjay Misra & Rytis Maskeliūnas & Robertas Damaševičius, 2018. "Relationship between Convenience, Perceived Value, and Repurchase Intention in Online Shopping in Vietnam," Sustainability, MDPI, vol. 10(1), pages 1-14, January.
    13. Lauren Skinner Beitelspacher & Thomas L. Baker & Adam Rapp & Dhruv Grewal, 2018. "Understanding the long-term implications of retailer returns in business-to-business relationships," Journal of the Academy of Marketing Science, Springer, vol. 46(2), pages 252-272, March.
    14. Xiaomin Zhao & Shuhui Hu & Xiaoxiao Meng, 2020. "Who should pay for return freight in the online retailing? Retailers or consumers," Electronic Commerce Research, Springer, vol. 20(2), pages 427-452, June.
    15. Huang, Youlin & Qian, Lixian, 2021. "Consumer adoption of electric vehicles in alternative business models," Energy Policy, Elsevier, vol. 155(C).
    16. Peter Wheale & David Hinton, 2007. "Ethical consumers in search of markets," Business Strategy and the Environment, Wiley Blackwell, vol. 16(4), pages 302-315, May.
    17. Suwelack, Thomas & Hogreve, Jens & Hoyer, Wayne D., 2011. "Understanding Money-Back Guarantees: Cognitive, Affective, and Behavioral Outcomes," Journal of Retailing, Elsevier, vol. 87(4), pages 462-478.
    18. Xia, Lan & Kukar-Kinney, Monika, 2014. "For our valued customers only: Examining consumer responses to preferential treatment practices," Journal of Business Research, Elsevier, vol. 67(11), pages 2368-2375.
    19. Chen, Zengxiang & Huang, Yunhui, 2016. "Cause-related marketing is not always less favorable than corporate philanthropy: The moderating role of self-construal," International Journal of Research in Marketing, Elsevier, vol. 33(4), pages 868-880.
    20. Reynolds, Kate L. & Harris, Lloyd C., 2009. "Dysfunctional Customer Behavior Severity: An Empirical Examination," Journal of Retailing, Elsevier, vol. 85(3), pages 321-335.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:61:y:2021:i:c:s0969698921000953. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.