Wang, Yacan; Anderson, Jason; Joo, Seong-Jong; … - In: Industrial Management & Data Systems 120 (2019) 1, pp. 21-39
Purpose: The purpose of this paper is to investigate the relationship between the repurchase intention of a customer and his/her perception of various aspects of an e-tailer’s product return process, such as leniency, fairness and quality of the return process. Design/methodology/approach:...