Seminal literature
| Citation | Description: key topic | Measurement |
|---|---|---|
| Retailer returns interactional capability: the ability of a service provider to engage with customers in a manner that adheres to the principles of interactional justice | ||
| Russo et al. (2022) | Customer evaluate not only the returns process, but also their interactions with the retailer | In dealing with the product replacement
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| Jones et al. (2023) | Customers have standards for how they are treated during the returns process. Outcome desirability assessment include an evaluation of the pleasantness of a situation. Customer would consider being treated unkindly or without dignity and respect to be an unpleasant experience | N/A |
| Lin et al. (2011) | “interactional justice refers to the perceived fairness of the interpersonal treatment received from employees during a service recovery. Thus, interactional justice may include interpersonal sensitivity, treating people with dignity and respect and providing appropriate explanations for the service failure in the context of service recovery (Ha and Jang, 2009). Further, interactions between employees and consumers during a service recovery directly affect consumer attitudes and behavior.” |
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| Ekinci et al. (2008) | Suggest SERVQUAL with two dimensions: physical quality and staff behavior | items related to staff behavior
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| Vesel and Zabkar (2009) | The quality of personal interactions influence customer satisfaction and repurchase behavior. In the retailing encounters, personal interaction with sales personnel is important for delivering functional quality |
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| Murali (2016) | “The after-sale service, for its success, depends largely on human resources as they are the people in direct contact with the customers and proper handling of customers becomes an essential part of any service process. In many studies in the past the characteristics of service people as represented by their professional approach, technical competence and interpersonal behaviour are emphasized” |
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| Francioni et al. (2018) | courteousness and professionalism of the staff | Courteousness and professionalism of the staff (mean value of four items)
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| Dabholkar et al. (1996) | Personal interaction has two subdimensions- service employees inspiring confidence and being courteous/helpful. Another dimension addresses the handling of returns and exchanges as well as of complaints. Customers are quite sensitive to how service providers attend to problems and complaints. The ease of returning and exchanging merchandise is very important to retail customers |
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| This study | Retailer returns interactional capability reflects the organization’s competence in managing customer service interactions so that customers feel valued and fairly treated, directly influencing their perception of the service experience |
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| Retail loyalty program capability: revealing the customer loyalty information by a broader range of emotional and cognitive states, such as rewarding options, information, loyalty program status and customized customer offers specifically related to returns | ||
| Liu (2007) | This research adopts Oliver’s (1999, p. 34) definition of consumer loyalty as “a deeply held commitment to rebuy or repatronize a preferred product/service consistently in the future”. Four facets of loyalty, this paper focus on behavior loyalty | Use continuous variables |
| Vesel and Zabkar (2009) | The quality of loyalty program influence customer repurchases behavior. Loyalty programs should be designed in a transparent, uncomplicated way, every transaction needs to be rewarded and tied to the amount spent and a plethora of redemption choices and rewards should be offered |
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| So et al. (2015) | Loyalty program value |
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| Hwang et al. (2019) | Value-based fairness: the effect of perceived fairness/justice on loyalty is particularly manifest in a service recovery context |
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| This study | Emphasize the clear disclosure of personalized loyalty programs in the BORIS process |
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| Transparent returns policy capability: offering clear information about return policy across channels and provide traceability of refunds and returned items throughout the returns process | ||
| Bonifield et al. (2010) | Measures for content analysis, include REM for availability of refunds, exchanges and merchandise credits, as well as restrictions imposed by return policy |
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| Pei et al. (2014) | Perceived Return Policy Fairness: fairness refers to consumers’ assessment of whether a seller’s policy, price or service is reasonable or justifiable |
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| Janakiraman et al. (2016) | Typology of return policy factors: meta-analysis leads to five dimensions |
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| Jeng (2017) | Generous return policies refer to policies that facilitate returns not only by allowing refunds, exchanges and merchandise credits but also by imposing minimal restrictions on these returns (Bonifield et al., 2010) The perceived value of the return policy refers to a customer’s assessment of the net benefit associated with a retailer’s return policy and process issue (Mollenkopf et al., 2007) | Return policy generosity, including duration and return policy terms, I perceived return conditions stated in the return policy to be …
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| Oghazi et al. (2018) | Perceived Return Policy Leniency: the principle of leniency captures the core of making ethical judgement, in differentiating between what one considers just and what is unjust. Online purchase return policy leniency can influence online shoppers’ purchase decision making via online shoppers’ trust for an online vendor (no clear definition in the paper) |
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| Bahn and Boyd (2014) | Leniency of return policy: based on the characteristics of each retailer’s return policy | When compared to the typical return policy for most Internet business, this new return policy is (has)
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| This study | Transparent returns policy capability underscores the significance of clear returns policy information disclosure during Buy-Online-Return-In-Store (BORIS) process |
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| Citation | Description: key topic | Measurement |
|---|---|---|
| Customer evaluate not only the returns process, but also their interactions with the retailer | In dealing with the product replacement NotebookPoint.com treated me in a courteous manner NotebookPoint.com was honest and ethical in dealing with me during their fixing of my problem | |
| Customers have standards for how they are treated during the returns process. Outcome desirability assessment include an evaluation of the pleasantness of a situation. Customer would consider being treated unkindly or without dignity and respect to be an unpleasant experience | N/A | |
| “interactional justice refers to the perceived fairness of the interpersonal treatment received from employees during a service recovery. Thus, interactional justice may include interpersonal sensitivity, treating people with dignity and respect and providing appropriate explanations for the service failure in the context of service recovery ( | the online retailer was appropriately concerned about my problem the online retailer put an appropriate amount of effort into solving my problem the online retailer treated me with the courtesy I deserved | |
| Suggest SERVQUAL with two dimensions: physical quality and staff behavior | items related to staff behavior Staff recognized you Staff seemed to anticipate what I wanted Staff were really good whey displayed effortless expertise Staff were helpful and friendly Staff listened to me | |
| The quality of personal interactions influence customer satisfaction and repurchase behavior. In the retailing encounters, personal interaction with sales personnel is important for delivering functional quality | Employees of this retailer have the knowledge to answer customer’s questions The behavior of this retailer’s employees instills confidence in customers Employees of this retailer are never too busy to respond to customer’s request Employees of this retailer give customers individual attention | |
| “The after-sale service, for its success, depends largely on human resources as they are the people in direct contact with the customers and proper handling of customers becomes an essential part of any service process. In many studies in the past the characteristics of service people as represented by their professional approach, technical competence and interpersonal behaviour are emphasized” | Accessibility of service people Easiness to contact service people Understanding the needs of customers Handling of the customers Professionalism of service people Interpersonal behavior of service people | |
| courteousness and professionalism of the staff | Courteousness and professionalism of the staff (mean value of four items) The personnel are helpful and friendly There are enough employees in the store to service customers The personnel are well informed The cashiers are well informed | |
| Personal interaction has two subdimensions- service employees inspiring confidence and being courteous/helpful. Another dimension addresses the handling of returns and exchanges as well as of complaints. Customers are quite sensitive to how service providers attend to problems and complaints. The ease of returning and exchanging merchandise is very important to retail customers | Employees in this store give prompt service to customers Employees in this store tell customers exactly when services will be performed Employees in this store are never too busy to respond to customer’s requests This store gives customers individual attention Employees in this store are consistently courteous with customers Employees of this store treat customers courteously on the telephone This store willingly handles returns and exchanges Employees of this store are able to handle customer complaints directly and immediately When a customer has a problem, this store shows a sincere interest in solving it | |
| This study | Retailer returns interactional capability reflects the organization’s competence in managing customer service interactions so that customers feel valued and fairly treated, directly influencing their perception of the service experience | The service employee is accessible The service employee politely treats me The service employee treats with respect The service employee is sympathetic to my situation The service employee knows how to serve me properly The service employee answers my questions properly |
| This research adopts | Use continuous variables | |
| The quality of loyalty program influence customer repurchases behavior. Loyalty programs should be designed in a transparent, uncomplicated way, every transaction needs to be rewarded and tied to the amount spent and a plethora of redemption choices and rewards should be offered | A good rewarding option of the loyalty program is a coupon that can be redeemed in every retailer store for buying nay product or service that retailer sells Terms and conditions of loyalty program are transparent and can thus be easily comprehended I think it is fair that the full value of purchase is recorded on the loyalty card regardless of the method of payment | |
| Loyalty program value | Reward attractiveness Knowledge benefits Experiential benefit Group belongingness Disclosure comfort Required efforts | |
| Value-based fairness: the effect of perceived fairness/justice on loyalty is particularly manifest in a service recovery context | The rewards program offers reasonable cash value of the redemption rewards The point value of the program is fair The point I earn dollar are reasonable The rewards program offer adequate reward varieties The size of the rewards is adequate I receive enough benefits based on how much money I spend with this casino The reward program offers a reasonable amount of rewards The rewards program offers adequate rewards | |
| This study | Emphasize the clear disclosure of personalized loyalty programs in the BORIS process | The retailer provides clear club program rewards and promotions related to returns The retailer provides clear information on Perks for shipping, returns and receipt storage The retailer provides clear customer-tier rewards and status-level requirements The loyalty program returns rewards (coupons) that can be redeemed in every retail store The full value of a purchase is recorded on your loyalty account regardless of the payment method You can keep track of your loyalty status in the process of return |
| Measures for content analysis, include REM for availability of refunds, exchanges and merchandise credits, as well as restrictions imposed by return policy | Does the return policy state that the merchant will issue a refund(credit card or cash) for No merchandise/some merchandise/all merchandise If yes, does the return policy state that the merchant will issue merchandise credit for: (same as above) If the return policy makes a statement about exchanges, does the return policy state that the merchanct will make exchanges for: (same as above) Restrictions imposed by the return policy Impose a time limit on returns? Pay for all return shipping costs? Charge restocking fee? Refund original shipping and handling fee? Provide the customer service contact information? Require pre-authorization? Include a pre-printed shipping label? | |
| Perceived Return Policy Fairness: fairness refers to consumers’ assessment of whether a seller’s policy, price or service is reasonable or justifiable | PF1 fair PF2 acceptable PF3 satisfactory | |
| Janakiraman | Typology of return policy factors: meta-analysis leads to five dimensions | Time leniency Monetary leniency Effort leniency Scope leniency Exchange leniency |
| Generous return policies refer to policies that facilitate returns not only by allowing refunds, exchanges and merchandise credits but also by imposing minimal restrictions on these returns ( | Return policy generosity, including duration and return policy terms, I perceived return conditions stated in the return policy to be … Short duration/long duration Limited/unlimited Inflexible/flexbile Inconvenient/Convenient not beneficial to me/beneficial to me worthless/valuable useless to me/useful to me | |
| Perceived Return Policy Leniency: the principle of leniency captures the core of making ethical judgement, in differentiating between what one considers just and what is unjust. Online purchase return policy leniency can influence online shoppers’ purchase decision making via online shoppers’ trust for an online vendor (no clear definition in the paper) | The store promises a large return The store identifies return using wider criteria The store charges a reasonable return fee The store promises an easy return mode | |
| Bahn and Boyd (2014) | Leniency of return policy: based on the characteristics of each retailer’s return policy | When compared to the typical return policy for most Internet business, this new return policy is (has) Very lenient/not at all lenient Many restrictions/few restrictions |
| This study | Transparent returns policy capability underscores the significance of clear returns policy information disclosure during Buy-Online-Return-In-Store (BORIS) process | The return policy is observable to the customer in the store The return policy is clearly communicated to the customer The return policy clearly states that the retailer will issue a refund The retailer provides the status of your credit refund time The retailer provides the status of your refund tracking information The retailer provides me the opportunity with the exchange of the same product by tracking the inventory availability |
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