Assessing customer return behaviors through data analytics
Abstract
Retailers often provide lenient, consumer‐friendly return policies to reduce customers' perceived shopping risk and increase demand. As an unfortunate side effect for retailers, empirical findings demonstrate that lenient return policies lead some customers to abuse those return policies through opportunistic and even fraudulent behaviors. Customers can abuse return policies by making purchases with the full intention of returning the products...
Paper Details
Title
Assessing customer return behaviors through data analytics
Published Date
Mar 12, 2020
Volume
66
Issue
6
Pages
622 - 645
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