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Managing Product Returns Within the Customer Value Framework

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Customer Engagement Marketing

Abstract

Customers can create value to the firm by purchasing products, not returning these products, recommending products to other potential customers, influencing other customers, and providing feedback to the company. In this chapter, we first discuss how product returns and engagement behaviors can be included in the customer value framework. Second, we discuss the antecedents of a customer’s product return decision, namely, return policies, information at the moment of purchase, and customer and product characteristics. Third, we focus on the consequences of product returns: the effects on future purchase and product return behavior, as well as on customer engagement behaviors. Thus, this chapter provides a comprehensive synthesis of current knowledge on antecedents and consequences of product returns and how this relates to measuring and managing customer value.

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Author information

Authors and Affiliations

  1. University of Groningen, Groningen, Netherlands

    Alec Minnema & Tammo H. A. Bijmolt

  2. Pennsylvania State University, State College, PA, USA

    J. Andrew Petersen

  3. University of Washington, Seattle, WA, USA

    Jeffrey D. Shulman

Authors
  1. Alec Minnema
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  2. Tammo H. A. Bijmolt
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  3. J. Andrew Petersen
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  4. Jeffrey D. Shulman
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Editor information

Editors and Affiliations

  1. Foster School of Business, University of Washington, Seattle, Washington, USA

    Robert W. Palmatier

  2. Georgia State University, Atlanta, Georgia, USA

    V. Kumar

  3. Florida State University, Tallahassee, Florida, USA

    Colleen M. Harmeling

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Minnema, A., Bijmolt, T.H.A., Petersen, J.A., Shulman, J.D. (2018). Managing Product Returns Within the Customer Value Framework. In: Palmatier, R., Kumar, V., Harmeling, C. (eds) Customer Engagement Marketing. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-319-61985-9_5

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