DOI QR코드

DOI QR Code

Return Policies of Retailers in Korea: A Review by Store Format

패션상품의 유통업태별 반품정책 고찰

  • Published : 2008.08.31

Abstract

This study examined return policies of the Korean retailers and their differences by retail format. Return policies of 363 retailers including dept stores, discount stores, brand consignment stores, small shops, outlet stores, TV home shopping companies, and internet shopping malls were collected. Acceptance of refund or/and exchange, return grace period, and return requirements or restrictions of each retailer were analyzed. The results showed that most retail formats except small shops and internet shopping malls allowed refund. The seven day return grace period was most common though large retail chains allowed more generous time frames and small shops allowed shorter dates. Restrictions for return varied by retailers and retail formats. Generally retailers followed the guidelines of consumer protection laws. The study discussed implications of return policy analysis.

Keywords

References

  1. 국내기업의 소비자불만처리 현황과 애로실태 조사. (2007, 3. 5). 대한상의보고서. 대한상공회의소. 자료검색일 2007, 11. 30, 자료출처 http://www.korcham.net
  2. 김미영. (1999). 미국상점의 환불제도하의 의복구매행동 특성. 한국의류학회지, 23(3), 361−372
  3. 미 오프라인매장보다 고객서비스 더 만족. (2004, 11. 29). 전자신문. 자료검색일 2007, 9. 12, 자료출처 http://www. etnews.co.kr
  4. 박상준. (2006). 제조업자의 반품전략에 대한 재고찰. 마케팅연구, 21(3), 69−79
  5. 반품환급거절...인터넷쇼핑몰 소비자피해 급증. (2006, 7. 28). 뉴시스. 자료검색일 2007, 11. 5, 자료출처 http://www. newsis.com
  6. 소비자피해보상규정(소비자분쟁해결기준). (2006, 10). 재정 경제부 고시 제2006-36호
  7. 온라인쇼핑몰 불붙은 신뢰마케팅. (2007, 1. 8). 헤럴드경제. 자료검색일 2007, 10. 13, 자료출처 http://www.heraldbiz. com
  8. 유통업계 소비자가 무서워...황당한 환불.보상요구에 전전 긍긍. (2006, 9. 4). 쿠키뉴스. 자료검색일 2007, 9. 13, 자료출처 http://ktkinews.com
  9. 전자상거래 등에서의 소비자보호에 관한 법률. (2007, 7). 법률 제 8538호
  10. 20대 여성고객 불만 늘어. (2005, 6. 15). 매일경제 인터넷 전자신문. 자료검색일 2005, 11. 2, 자료출처 http://www. mk.co.kr
  11. CJ홈쇼핑, 반품 택배비 떠넘기기. (2004, 8. 29). 국민일보. 자료검색일 2005, 10. 13, 자료출처 http://www.ktkinews. com
  12. Che, Y. (1996). Customer return policies for experience goods. The Journal of Industrial Economics, XLIV(1), 17−24
  13. Davis, S., Gerstner, E., & Hagerty, M. (1995). Money back guarantees in retailing: Matching products to consumer tastes. Journal of Retailing, 71(1), 7−22 https://doi.org/10.1016/0022-4359(95)90010-1
  14. Davis, S., Hagerty, M., & Gerstner, E. (1998). Return policies and optimal levels of hassle. Journal of Economics and Business, 50(5), 445−460 https://doi.org/10.1016/S0148-6195(98)00013-7
  15. No return: Discount retailers are abandoning their lax return policies. (2007). Retail Traffic, June, p. 38−39
  16. Padmanabhan, V. & Png, I. P. L. (1997). Manufacturer's return policies and retail competition. Marketing Science, 16(1), 81−94 https://doi.org/10.1287/mksc.16.1.81
  17. Reda, S. (2007). What drives your customer crazy? Stores, 89(6), 28−31
  18. Srivastava, J. & Lurie, N. (2001). A consumer perspective on price-matching refund policies: Effect on price perceptions and search behavior. Journal of Consumer Research, 28(2), 296−307 https://doi.org/10.1086/322904
  19. Tighter chain store policies help specialty stores compete. (2007, 4. 1). Bicycle Retailers & Industry News, 16(5), p. 62
  20. Wang, H. (2004). Do return policies intensify retail competition? Marketing Science, 23(3), 611−613 https://doi.org/10.1287/mksc.1030.0025
  21. Wood, S. L. (2001). Remote purchase environments: Then influence of return policy leniency on two-stage decision processes. Journal of Marketing Research, 38(May), 157−169 https://doi.org/10.1509/jmkr.38.2.157.18847

Cited by

  1. Clothing Expense, Consumer Innovativeness and Perceived Risk of Male and Female Customers of Various Fashion Retail Channels vol.39, pp.5, 2015, https://doi.org/10.5850/JKSCT.2015.39.5.714