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http://dx.doi.org/10.5850/JKSCT.2008.32.9.1376

Techniques of Neutralization on Unethical Customer Return Behaviors  

Park, Kyung-Ae (School of Textiles, Yeungnam University)
Publication Information
Journal of the Korean Society of Clothing and Textiles / v.32, no.9, 2008 , pp. 1376-1386 More about this Journal
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.
Keywords
Techniques of neutralization; Unethical returns; Anomie; Ethical behavior;
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Times Cited By KSCI : 2  (Citation Analysis)
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