How and Why Restricting Product Returns and Varying Product Return Policies Impact Consumers

Lynn Dailey, Capital University
The restrictiveness of product return policies (PRPs) vary between retailers and often within a retailer. Hypotheses were derived from the PRP literature and psychological reactance theory regarding how restrictiveness and variation of restrictiveness impact consumers. An experiment was pretested, and the preliminary results support the hypotheses.
[ to cite ]:
Lynn Dailey (2015) ,"How and Why Restricting Product Returns and Varying Product Return Policies Impact Consumers", in NA - Advances in Consumer Research Volume 43, eds. Kristin Diehl and Carolyn Yoon, Duluth, MN : Association for Consumer Research, Pages: 783-783.