Bonifield, Carolyn; Cole, Catherine; Schultz, Randall L. - In: Journal of Business Research 63 (2010) 9-10, pp. 1058-1065
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...