Online fraudulent returns in Taiwan: The impacts of e-retailers’ transaction ethics and consumer personality

Hsiu-Hua Chang and Yi-Yan Guo

Journal of Retailing and Consumer Services, 2021, vol. 61, issue C

Abstract: While online return policies are a guarantee of consumer rights that strengthens competitiveness, how to avoid unethical returns by consumers is a vital issue. This study examines the influences of e-retailers’ ethical efforts and consumer personalities on fraudulent returns through relationship building and maintenance. We found that commitment effectively reduces unethical returns. E-retailer's transaction ethics and consumer shopping orientation and relationship proneness can improve consumer trust in and commitment to the retailer, and prevent fraudulent returns. Scholarly and management implications are presented based on our findings.

Keywords: Fraudulent return; e-commerce; Online shopping; Ethics; Transaction ethics (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (6)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:61:y:2021:i:c:s0969698921000953

DOI: 10.1016/j.jretconser.2021.102529

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