Table A2 Measurement scale items...

Table A2

Measurement scale items

Construct	Item description	Standardized loading	Cronbach’s $α$
Customer repurchase intention	Adapted from Duarte et al. (2018)		0.967
1	I would like to continue to shop at this store	0.93
2	I will use this store the next time I shop	0.91
3	I will probably purchase a new product at this store soon after making the return	0.91
4	The next time I purchase online, I will buy from the same retailer	0.93
5	I intend to continue purchasing products online from the same retailer in the future	0.92
6	I will probably purchase a new product online from the same retailer soon after making the return	0.88
Retailer reverse logistics procedural capability	Adapted from Maxham and Netemeyer (2002) and Fang et al. (2011)		0.944
1	The return process was appropriate	0.92
2	The return process was timely	0.83
3	The return process was efficient	0.90
4	The return process was well-organized	0.91
5	The return process was methodical	0.83
Transparent returns policy capability	Adapted from Morgan et al. (2018) transparency construct to fit retail returns context		0.962
1	The return policy is observable to the customer in the store	0.89
2	The return policy is clearly communicated to the customer	0.90
3	The return policy clearly states that the retailer will issue a refund	0.87
4	The retailer provides the status of your credit refund time	0.93
5	The retailer provides the status of your refund tracking information	0.91
6	The retailer provides me the opportunity with the exchange of the same product by tracking the inventory availability	0.90
Transparent loyalty program capability	Adapted from Morgan et al. (2018) transparency construct to fit retail returns context		0.941
1	The retailer provides clear club program rewards and promotions related to returns	0.92
2	The retailer provides clear information on Perks for shipping, returns and receipt storage	0.92
3	The retailer provides clear customer-tier rewards and status-level requirements	0.91
4	The loyalty program returns rewards (coupons) that can be redeemed in every retail store	0.78
5	The full value of a purchase is recorded on your loyalty account regardless of the payment method	0.81
6	You can keep track of your loyalty status in the process of return	0.77
7 (removed)	The terms and conditions of the loyalty program are transparent and can thus be easily comprehended
Retailer interaction capability	Adapted from Vesel and Zabkar (2009)		0.968
1	The service employee is accessible	0.88
2	The service employee politely treats me	0.96
3	The service employee treats with respect	0.96
4	The service employee is sympathetic to my situation	0.91
5	The service employee knows how to serve me properly	0.88
6	The service employee answers my questions properly	0.89

Construct	Item description	Standardized loading	Cronbach’s $α$
Customer repurchase intention	Adapted from Duarte et al. (2018)		0.967
1	I would like to continue to shop at this store	0.93
2	I will use this store the next time I shop	0.91
3	I will probably purchase a new product at this store soon after making the return	0.91
4	The next time I purchase online, I will buy from the same retailer	0.93
5	I intend to continue purchasing products online from the same retailer in the future	0.92
6	I will probably purchase a new product online from the same retailer soon after making the return	0.88
Retailer reverse logistics procedural capability	Adapted from Maxham and Netemeyer (2002) and Fang et al. (2011)		0.944
1	The return process was appropriate	0.92
2	The return process was timely	0.83
3	The return process was efficient	0.90
4	The return process was well-organized	0.91
5	The return process was methodical	0.83
Transparent returns policy capability	Adapted from Morgan et al. (2018) transparency construct to fit retail returns context		0.962
1	The return policy is observable to the customer in the store	0.89
2	The return policy is clearly communicated to the customer	0.90
3	The return policy clearly states that the retailer will issue a refund	0.87
4	The retailer provides the status of your credit refund time	0.93
5	The retailer provides the status of your refund tracking information	0.91
6	The retailer provides me the opportunity with the exchange of the same product by tracking the inventory availability	0.90
Transparent loyalty program capability	Adapted from Morgan et al. (2018) transparency construct to fit retail returns context		0.941
1	The retailer provides clear club program rewards and promotions related to returns	0.92
2	The retailer provides clear information on Perks for shipping, returns and receipt storage	0.92
3	The retailer provides clear customer-tier rewards and status-level requirements	0.91
4	The loyalty program returns rewards (coupons) that can be redeemed in every retail store	0.78
5	The full value of a purchase is recorded on your loyalty account regardless of the payment method	0.81
6	You can keep track of your loyalty status in the process of return	0.77
7 (removed)	The terms and conditions of the loyalty program are transparent and can thus be easily comprehended
Retailer interaction capability	Adapted from Vesel and Zabkar (2009)		0.968
1	The service employee is accessible	0.88
2	The service employee politely treats me	0.96
3	The service employee treats with respect	0.96
4	The service employee is sympathetic to my situation	0.91
5	The service employee knows how to serve me properly	0.88
6	The service employee answers my questions properly	0.89

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