Lenient vs. stringent returns policies in the presence of fraudulent returns : the role of customers' fairness perceptions
Year of publication: |
2023
|
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Authors: | Chen, Jing ; Yu, Bo ; Chen, Bintong ; Liu, Zhuojun |
Published in: |
Omega : the international journal of management science. - Oxford [u.a.] : Elsevier, ISSN 0305-0483, ZDB-ID 124502-8. - Vol. 117.2023, p. 1-16
|
Subject: | Customer returns policies | Fairness perception | Fraud returns | Gerechtigkeit | Justice | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Wahrnehmung | Perception | Kapitaleinkommen | Capital income | Kundenzufriedenheit | Customer satisfaction | Betrug | Fraud | Kundenservice | Customer service |
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