rdf-syntax-grammar
mods:
  schema location: http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
  title info:
    title: Essays on Consumer Return Policy Design
  name:
    name part: Abdulla, Huseyn
    role:
      role term: creator
    role:
      role term: author.
  name:
    name part: Ketzenberg, Michael
    role:
      role term: thesis advisor.
  name:
    name part: Abbey, James
    role:
      role term: thesis advisor.
  name:
    name part: Texas A&M University
    role:
      role term: degree granting institution.
  type of resource: text
  genre: bibliography
  origin info:
    place:
      place term: txu
    date issued: 2023
    issuance: monographic
  language:
    language term: eng
  physical description:
    form: remote
    extent: 1 online resource.
  abstract: Due to the ongoing and dramatic growth in the volume of consumer returns, retailers struggle with the trade-off in returns service strategies between implementing stricter return policies to lower operational costs and environmental footprint versus providing customers with lenient return policies to positively stimulate customers⁰́₉ value perceptions and patronage intentions. This dissertation contributes to knowledge by providing theoretical and practical insights on managing this trade-off. In particular, the dissertation offers three essays on consumer return policy design. The first essay reviews and classifies the inter-disciplinary and multi-method research on consumer return policy design through a holistic conceptual framework and identifies relatively under-explored as well as unexplored research areas. The second essay investigates, through randomized experiments, how return policy leniency across five leniency levers available to retailers affects consumers⁰́₉ purchase intentions and proposes a causal mechanism to explain these effects. The results suggest that monetary and exchange levers are the most effective levers in influencing purchase intentions, whereas time, scope, and effort levers are significantly less so. Further, the findings suggest that perceived service quality and perceived transaction costs in parallel and perceived service value in series mediate the effect of return policy leniency across the levers on purchase intentions. The third essay examines how restrictive changes to long-established lenient return policies impact consumer trust in retailers and the resultant favorable behavioral intentions, and how managerial transparency moderates this impact. Results from randomized experiments suggest that restrictive changes to long-established lenient return policies generally result in decreased consumer trust in the retailer and favorable behavioral intentions. This negative effect becomes stronger in the severity of the restriction. …
  note: by Huseyn Abdulla.
  note: "Major Subject: Business Administration"
  note: Includes vita.
  note: Doctor of Philosophy Texas A&M University 2022 https://hdl.handle.net/1969.1/197186
  note: Includes bibliographical references.
  note: Text (Dissertation)
  subject:
    topic: Major Business Administration
  subject:
    topic: operations management
  subject:
    topic: retail operations
  subject:
    topic: consumer returns
  subject:
    topic: return policy
  identifier: https://hdl.handle.net/1969.1/197186
  record info:
    record content source: TXA
    record creation date: 240819
    record change date: 20240820145845.3
    record identifier: in00005463504
    language of cataloging:
      language term: eng