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A lenient product return policy represents the status quo of current return management practice in online retailing because it increases customers' order tendency. However, at the same time, many customers tend to return products under this policy, which incurs considerable costs for retailers. The present research introduces a keep reward (i.e., providing incentives to keep a product) as a new promotion...
This paper examines whether customers with a strong relationship do or do not react more favorably to different compensation amounts, compared to weak relationship customers. Drawing on a wide range of compensation amounts (eleven conditions between 0%–200%), Study 1 (hotel context) supports a moderating effect of relationship quality: the nonlinear curve progression between compensation and recovery...
Set the date range to filter the displayed results. You can set a starting date, ending date or both. You can enter the dates manually or choose them from the calendar.