Rating E-Tailers' Money-Back Guarantees

Autor:	Eitan Gerstner, Thorsten Posselt, Dubravko Radic
Rok vydání:	2008
Předmět:	Attractiveness Product (business) Organizational Behavior and Human Resource Management Actuarial science Sociology and Political Science Electronic product media_common.quotation_subject Quality (business) Restocking fee Business Duration (project management) Information Systems media_common
Zdroj:	Journal of Service Research. 10:207-219
ISSN:	1552-7379 1094-6705
Popis:	Most e-tailers offer money-back guarantees (MBGs) on product returns, but coverage and durations of different policies vary significantly across e-tailers (taking into account restocking fees, shipping and handling fees, and coverage duration). To help consumers and e-tailers evaluate MBG policies, we developed three different “MBGQual” (money-back guarantee quality) indexes that measure the insurance protection, costs, and attractiveness of the MBGs to consumers. The usefulness of these indexes is illustrated by examining MBGs offered by electronic product e-tailers.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::39309c99f80a6c1df62f6720957f97ce https://doi.org/10.1177/1094670507306684 Zobrazit plný text záznamu