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The Effect of Return Policy Leniency on Consumer Purchase and Return Decisions: A Meta-analytic Review

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Cited by:

  1. 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.
  2. Nilashi, Mehrbakhsh & Abumalloh, Rabab Ali & Samad, Sarminah & Alrizq, Mesfer & Alyami, Sultan & Alghamdi, Abdullah, 2023. "Analysis of customers' satisfaction with baby products: The moderating role of brand image," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  3. Huseyn Abdulla & James D. Abbey & Michael Ketzenberg, 2022. "How consumers value retailer's return policy leniency levers: An empirical investigation," Production and Operations Management, Production and Operations Management Society, vol. 31(4), pages 1719-1733, April.
  4. Wenting Pan & Candice H. Huynh, 2023. "Optimal operational strategies for online retailers with demand and return uncertainty," Operations Management Research, Springer, vol. 16(2), pages 755-767, June.
  5. Al-Adwan, Ahmad Samed & Al-Debei, Mutaz M. & Dwivedi, Yogesh K., 2022. "E-commerce in high uncertainty avoidance cultures: The driving forces of repurchase and word-of-mouth intentions," Technology in Society, Elsevier, vol. 71(C).
  6. Leela Nageswaran & Soo-Haeng Cho & Alan Scheller-Wolf, 2020. "Consumer Return Policies in Omnichannel Operations," Management Science, INFORMS, vol. 66(12), pages 5558-5575, December.
  7. 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).
  8. Heller, Jonas & Chylinski, Mathew & de Ruyter, Ko & Mahr, Dominik & Keeling, Debbie I., 2019. "Let Me Imagine That for You: Transforming the Retail Frontline Through Augmenting Customer Mental Imagery Ability," Journal of Retailing, Elsevier, vol. 95(2), pages 94-114.
  9. Abhi Bhattacharya & Valerie Good & Hanieh Sardashti & John Peloza, 2021. "Beyond Warm Glow: The Risk-Mitigating Effect of Corporate Social Responsibility (CSR)," Journal of Business Ethics, Springer, vol. 171(2), pages 317-336, June.
  10. 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).
  11. Fassnacht, Martin & Beatty, Sharon E. & Szajna, Markus, 2019. "Combating the negative effects of showrooming: Successful salesperson tactics for converting showroomers into buyers," Journal of Business Research, Elsevier, vol. 102(C), pages 131-139.
  12. Xu, Xun & Jackson, Jonathan E., 2019. "Investigating the influential factors of return channel loyalty in omni-channel retailing," International Journal of Production Economics, Elsevier, vol. 216(C), pages 118-132.
  13. Michele Samorani & Aydın Alptekinoğlu & Paul R. Messinger, 2019. "Product Return Episodes in Retailing," Service Science, INFORMS, vol. 11(4), pages 263-278, December.
  14. Kapoor, Anuj Pal & Vij, Madhu, 2021. "Following you wherever you go: Mobile shopping ‘cart-checkout’ abandonment," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
  15. Bijmolt, Tammo H.A. & Broekhuis, Manda & de Leeuw, Sander & Hirche, Christian & Rooderkerk, Robert P. & Sousa, Rui & Zhu, Stuart X., 2021. "Challenges at the marketing–operations interface in omni-channel retail environments," Journal of Business Research, Elsevier, vol. 122(C), pages 864-874.
  16. Oghazi, Pejvak & Karlsson, Stefan & Hellström, Daniel & Hjort, Klas, 2018. "Online purchase return policy leniency and purchase decision: Mediating role of consumer trust," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 190-200.
  17. Gianfranco Walsh & Michael Möhring, 2017. "Effectiveness of product return-prevention instruments: Empirical evidence," Electronic Markets, Springer;IIM University of St. Gallen, vol. 27(4), pages 341-350, November.
  18. Dailey, Lynn C. & Ülkü, M. Ali, 2018. "Retailers beware: On denied product returns and consumer behavior," Journal of Business Research, Elsevier, vol. 86(C), pages 202-209.
  19. 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).
  20. Minnema, Alec & Bijmolt, Tammo H.A. & Gensler, Sonja & Wiesel, Thorsten, 2016. "To Keep or Not to Keep: Effects of Online Customer Reviews on Product Returns," Journal of Retailing, Elsevier, vol. 92(3), pages 253-267.
  21. Goedhart, Joost & Haijema, René & Akkerman, Renzo, 2023. "Modelling the influence of returns for an omni-channel retailer," European Journal of Operational Research, Elsevier, vol. 306(3), pages 1248-1263.
  22. Beckers, Joris & Cardenas, Ivan & Le Pira, Michela & Zhang, Jia, 2023. "Exploring Logistics-as-a-Service to integrate the consumer into urban freight," Research in Transportation Economics, Elsevier, vol. 101(C).
  23. Khouja, Moutaz & Hammami, Ramzi, 2023. "Optimizing price, order quantity, and return policy in the presence of consumer opportunistic behavior for online retailers," European Journal of Operational Research, Elsevier, vol. 309(2), pages 683-703.
  24. 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).
  25. 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.
  26. El Kihal, Siham & Shehu, Edlira, 2022. "It's not only what they buy, it's also what they keep: Linking marketing instruments to product returns," Journal of Retailing, Elsevier, vol. 98(3), pages 558-571.
  27. Urvashi Tandon & Amit Mittal & Sridhar Manohar, 2021. "Examining the impact of intangible product features and e-commerce institutional mechanics on consumer trust and repurchase intention," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(4), pages 945-964, December.
  28. Anke Lepthien & Michel Clement, 2019. "Shipping fee schedules and return behavior," Marketing Letters, Springer, vol. 30(2), pages 151-165, June.
  29. Chen, Jing & Chen, Bintong & Li, Wei, 2018. "Who should be pricing leader in the presence of customer returns?," European Journal of Operational Research, Elsevier, vol. 265(2), pages 735-747.
  30. Schulz, Petra & Shehu, Edlira & Clement, Michel, 2019. "When consumers can return digital products: Influence of firm- and consumer-induced communication on the returns and profitability of news articles," International Journal of Research in Marketing, Elsevier, vol. 36(3), pages 454-470.
  31. Hailong Cui & Sampath Rajagopalan & Amy R. Ward, 2021. "Impact of Task-Level Worker Specialization, Workload, and Product Personalization on Consumer Returns," Manufacturing & Service Operations Management, INFORMS, vol. 23(2), pages 346-366, March.
  32. Tim Hilken & Ko de Ruyter & Mathew Chylinski & Dominik Mahr & Debbie I. Keeling, 2017. "Augmenting the eye of the beholder: exploring the strategic potential of augmented reality to enhance online service experiences," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 884-905, November.
  33. Shuai Yang & Yiping Song & Siliang Tong, 2017. "Sustainable Retailing in the Fashion Industry: A Systematic Literature Review," Sustainability, MDPI, vol. 9(7), pages 1-19, July.
  34. Chen, Hao-Wei, 2023. "Improving supply quality through the store-initiated returns in wholesale supply chains," International Journal of Production Economics, Elsevier, vol. 261(C).
  35. Sharma, Dheeraj & Pandey, Shivendra, 2020. "The role payment depreciation in short temporal separations: Should online retailer make customers wait?," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
  36. Martínez-López, Francisco J. & Feng, Changyuan & Li, Yangchun & López-López, David, 2022. "Using instant refunds to improve online return experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  37. Wu, Meng & Teunter, Ruud H. & Zhu, Stuart X., 2019. "Online marketing: When to offer a refund for advanced sales," International Journal of Research in Marketing, Elsevier, vol. 36(3), pages 471-491.
  38. Fan, Huirong & Khouja, Moutaz & Zhou, Jing, 2022. "Design of win-win return policies for online retailers," European Journal of Operational Research, Elsevier, vol. 301(2), pages 675-693.
  39. von Zahn, Moritz & Bauer, Kevin & Mihale-Wilson, Cristina & Jagow, Johanna & Speicher, Max & Hinz, Oliver, 2022. "The smart green nudge: Reducing product returns through enriched digital footprints & causal machine learning," SAFE Working Paper Series 363, Leibniz Institute for Financial Research SAFE, revised 2022.
  40. Ratchford, Brian & Soysal, Gonca & Zentner, Alejandro & Gauri, Dinesh K., 2022. "Online and offline retailing: What we know and directions for future research," Journal of Retailing, Elsevier, vol. 98(1), pages 152-177.
  41. Duong, Quang Huy & Zhou, Li & Meng, Meng & Nguyen, Truong Van & Ieromonachou, Petros & Nguyen, Duy Tiep, 2022. "Understanding product returns: A systematic literature review using machine learning and bibliometric analysis," International Journal of Production Economics, Elsevier, vol. 243(C).
  42. Liu, Zhenyuan & Han, Shuihua & Li, Chao & Gupta, Shivam & Sivarajah, Uthayasankar, 2022. "Leveraging customer engagement to improve the operational efficiency of social commerce start-ups," Journal of Business Research, Elsevier, vol. 140(C), pages 572-582.
  43. Khouja, Moutaz & Ajjan, Haya & Liu, Xin, 2019. "The effect of return and price adjustment policies on a retailer’s performance," European Journal of Operational Research, Elsevier, vol. 276(2), pages 466-482.
  44. Vineet Kaushik & Ashwani Kumar & Himanshu Gupta & Gaurav Dixit, 2022. "Modelling and prioritizing the factors for online apparel return using BWM approach," Electronic Commerce Research, Springer, vol. 22(3), pages 843-873, September.
  45. Dutta, Sujay & Banerjee, Somak & Johnson, Aaron & Biswas, Abhijit, 2022. "Overcoming the challenge of low familiarity: Can a weakly familiar brand signal quality with exceptionally strong warranty?," Journal of Business Research, Elsevier, vol. 141(C), pages 737-754.
  46. Villanova, Daniel & Bodapati, Anand V. & Puccinelli, Nancy M. & Tsiros, Michael & Goodstein, Ronald C. & Kushwaha, Tarun & Suri, Rajneesh & Ho, Henry & Brandon, Renee & Hatfield, Cheryl, 2021. "Retailer Marketing Communications in the Digital Age: Getting the Right Message to the Right Shopper at the Right Time," Journal of Retailing, Elsevier, vol. 97(1), pages 116-132.
  47. Rezaei Kalantary, Mina & Hejazi, Seyed Reza & Khosroshahi, Hossein, 2023. "Pricing for different return policies in an online marketplace considering appeasement during a post-return out-of-stock," International Journal of Production Economics, Elsevier, vol. 266(C).
  48. Zheng Shen, 2023. "Mining sustainable fashion e-commerce: social media texts and consumer behaviors," Electronic Commerce Research, Springer, vol. 23(2), pages 949-971, June.
  49. Difrancesco, Rita Maria & Huchzermeier, Arnd & Schröder, David, 2018. "Optimizing the return window for online fashion retailers with closed-loop refurbishment," Omega, Elsevier, vol. 78(C), pages 205-221.
  50. Björn Stöcker & Daniel Baier & Benedikt M. Brand, 2021. "New insights in online fashion retail returns from a customers’ perspective and their dynamics," Journal of Business Economics, Springer, vol. 91(8), pages 1149-1187, October.
  51. Daria Dzyabura & Siham El Kihal & John R. Hauser & Marat Ibragimov, 2023. "Leveraging the Power of Images in Managing Product Return Rates," Marketing Science, INFORMS, vol. 42(6), pages 1125-1142, November.
  52. Kateryna Lysenko-Ryba & Dominik Zimon, 2021. "Customer Behavioral Reactions to Negative Experiences during the Product Return," Sustainability, MDPI, vol. 13(2), pages 1-14, January.
  53. Cui, Hailong & Rajagopalan, Sampath & Ward, Amy R., 2020. "Predicting product return volume using machine learning methods," European Journal of Operational Research, Elsevier, vol. 281(3), pages 612-627.
  54. 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).
  55. Ghiassaleh, Arezou & Kocher, Bruno & Czellar, Sandor, 2020. "Best seller!? Unintended negative consequences of popularity signs on consumer choice behavior," International Journal of Research in Marketing, Elsevier, vol. 37(4), pages 805-820.
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