Online fraudulent returns in Taiwan: The impacts of e-retailers’ transaction ethics and consumer personality
| Autor: | Yi-Yan Guo, Hsiu-Hua Chang |
|---|---|
| Rok vydání: | 2021 |
| Předmět: |
Marketing
ComputingMilieux_THECOMPUTINGPROFESSION media_common.quotation_subject 05 social sciences Relationship building Personality psychology Consumer Bill of Rights Management implications Orientation (mental) 0502 economics and business ComputingMilieux_COMPUTERSANDSOCIETY Personality 050211 marketing Business Database transaction 050203 business & management media_common |
| Zdroj: | Journal of Retailing and Consumer Services. 61:102529 |
| ISSN: | 0969-6989 |
| DOI: | 10.1016/j.jretconser.2021.102529 |
| Popis: | 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. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
|
Full Text from ScienceDirect