This paper examines product return policies in an environment in which consumers differ by the return costs they experience themselves and impose on firms. We examine how firms use information about consumer return costs to customize product return payments, prices, and whether to permit returns...

Negative disconfirmation will usually lead to switching behaviour and attenuate customers' repurchase intentions, a behaviour that will undercut businesses' profitability. Limited research discussed post-purchase behaviour, in general, and how to retain aggrieved customers during the online...