After a service failure, consumers make appraisals or assessments about the characteristics of this failure. These appraisals, in turn, affect how a consumer responds emotionally and behaviorally. Using an appraisal-tendency framework, we predict that two negatively valenced emotions (anger and...

In two studies, we investigate the interrelationship between return policy leniency and retailer quality. In the first study, we content analyze the return policies of e-tailers randomly selected from those listed at BizRate.com. Then we relate the return policy characteristics to these quality...