Return policy, No joke: An investigation into the impact of a retailer's return policy on consumers' decision making

Citations

Cited by:

1. Ohlwein, Martin, 2022. "Same but different - The effect of the unit of measure on the valuation of a unit price," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
2. Chen, Ke & Wu, Zhan & Sharma, Piyush, 2023. "Role of downward versus upward social comparison in service recovery: Testing a mediated moderation model with two empirical studies," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
3. 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).
4. Pandey, Shweta & Mittal, Sheetal & Chawla, Deepak, 2024. "Tackling consumer information asymmetry and perceived uncertainty for luxury re-commerce through seller signals," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
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. Gong, Heming & Bian, Xuemei & Zheng, Chundong, 2024. "Leveraging celebrities with inconsistent attractiveness and credibility for charitable endorsement: A cue diagnosticity perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
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. Kumar, Anand & Bala, Pradip Kumar & Chakraborty, Shibashish & Behera, Rajat Kumar, 2024. "Exploring antecedents impacting user satisfaction with voice assistant app: A text mining-based analysis on Alexa services," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
9. 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).
10. Fernandez-Lores, S. & Crespo-Tejero, N. & Fernández-Hernández, R. & García-Muiña, F.E., 2024. "Online product returns: The role of perceived environmental efficacy and post-purchase entrepreneurial cognitive dissonance," Journal of Business Research, Elsevier, vol. 174(C).
11. Yang, Qin & Sun, Lin & Wu, Xu & Li, Youwei, 2026. "Implications of retailer-owned digital twins services: The trade-offs between customer experience, misfit returns reduction, and investment costs," Journal of Retailing and Consumer Services, Elsevier, vol. 88(C).
12. Duong, Quang Huy & Zhou, Li & Meng, Meng & Dang, Le Thuy An & Nguyen, Tiep Duy, 2025. "Striking the right balance: Customising return policy leniency for managing customer online return proclivity and satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 85(C).
13. Klütz, Anna-Marie & Albrecht, Carmen-Maria, 2026. "Monetary return policies in fashion e-retail: Exploring the role of retailer brand attachment on consumer responses," Journal of Retailing and Consumer Services, Elsevier, vol. 89(PA).
14. Liu, Jiqiong & Yuan, Rui & Feng, Shuai, 2023. "Whether to offer return-freight insurance or open a physical showroom: A strategic analysis of an online retailer’s decisions," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
15. Das, Lipsa & Kunja, Sambashiva Rao, 2024. "Why do consumers return products? A qualitative exploration of online product return behaviour of young consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
16. 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).
17. Guo, Xiongfei & Chen, Jing & Wu, Jie & Zhang, Tinglong & Zhang, Hui, 2024. "Returns policy, in-store service, and contract strategies in the presence of customer returns," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 186(C).
18. Shashank, Salabh & Behera, Rajat Kumar, 2024. "Factors influencing recommendations for women's clothing satisfaction: A latent dirichlet allocation approach using online reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
19. Owusu, Prince & Li, Zhiwen & Mensah, Isaac Adjei & Omari-Sasu, Akoto Yaw, 2025. "Consumer response to E-commerce service failure: Leveraging repurchase intentions through strategic recovery policies," Journal of Retailing and Consumer Services, Elsevier, vol. 82(C).
20. 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).
21. Andrea Mor & Carlotta Orsenigo & Mauricio Soto Gomez & Carlo Vercellis, 2026. "Shaping the causes of product returns: topic modeling on online customer reviews," Electronic Commerce Research, Springer, vol. 26(1), pages 747-781, February.
22. Danni Zhang & Regina Frei & Gary Wills & Enrico Gerding & Steffen Bayer & Prince Kwame Senyo, 2023. "Strategies and practices to reduce the ecological impact of product returns: An environmental sustainability framework for multichannel retail," Business Strategy and the Environment, Wiley Blackwell, vol. 32(7), pages 4636-4661, November.
23. Kanyal, Rahul & Patra, Sabyasachi, 2025. "Promised hassle time management in online retailing with fraudulent and regretful customers," Journal of Retailing and Consumer Services, Elsevier, vol. 82(C).
24. 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).
25. 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).
26. Najafi-Ghobadi, Somayeh & Rezaei Kalantary, Mina, 2026. "Optimizing pricing in an online marketplace: The role of buy-now, pay-later option and return policies," Journal of Retailing and Consumer Services, Elsevier, vol. 88(C).