Journal of the Korean Society of Clothing and Textiles (한국의류학회지)

The Korean Society of Clothing and Textiles (한국의류학회)
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Techniques of Neutralization on Unethical Customer Return Behaviors

유통환경에서의 비윤리적 고객반품행동: 정당화기술의 응용을 통한 이해

  • Published : 2008.09.30
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Abstract

The purposes of this study were to explore the techniques of neutralization on unethical customer return behaviors, examine the differences in the neutralizations by customer characteristics, and examine the relationships of neutralizations with customer ethics, anomie, and impulsive behaviors. A total of 609 questionnaires were analyzed. Four factors including denial of injury/victim, condemning the condemners, denial of responsibility, and appeal to higher loyalties were extracted from the neutralization techniques. The neutralization techniques were not different by customer characteristics, but were negatively related with customer ethics and positively related with anomie and impulsive behaviors. The results indicate that the neutralization techniques are appropriate to understand unethical customer return behaviors in the Korean retail settings.

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References

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