THE IMPACT OF IMPULSIVE BUYING ON CUSTOMER RETURNS
Влияние импульсивных покупок на возвраты товаров клиентами
2021-08-17
SCID: 54.1/zjggdxrb
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CAWI surveycustomer returnsimpulsive buyinglogistics customer servicereturns policy abuse
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Abstract (AI)
The aim of this publication was showing the place of returns in logistics customer service and highlighting the need to take care of returns, as a large part of them is caused by the abuse of the returns policy by customers.The research process included the development of research tool such as questionnaire.Surveys of anonymous nature were made by CAWI technique among individual customers from Poland on a sample 327 respondents.The research process carried out as well as the analysis of the obtained results allowed to respond to the research questions.As a result, it can be stated that returns play an important role in customer service management process.Moreover, consumers honestly admit to the abuse of return policies.
Key Findings
1
A CAWI questionnaire survey of 327 individual customers in Poland investigated return-policy abuse and impulsive buying.
2
A substantial share of product returns is attributed to customers abusing return policies.
3
Consumers surveyed honestly acknowledged abusing return policies.
4
Returns play an important role in logistics and customer service management.
Research Object
Customer returns and return-policy abuse by individual customers in Poland
Research Subject
The impact of impulsive buying on return behavior and the role of returns in customer service management
Publication Details
Publication Date
2021-08-17
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