• Journal of the Korean Society of Clothing and Textiles
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• v.30 no.6 s.154
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• pp.961-970
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• 2006

This study attempted to understand post-purchase consumer return experiences which had not received much attention in consumer behavior research. As a first step to understand return experiences from consumers' viewpoint, the study took an exploratory approach and identified themes and patterns from subjective consumer experiences. Whenever possible, attribution theory was applied to interpret the identified patterns. A total of 99 cases were collected from an open-ended questionnaire and analyzed based on a qualitative method. The reasons of product return was classified into five groups: changing mind; product defects; unsuitable products; products not expected; and for a better deal. External attribution was observed for return decisions caused by consumers' changed mind as well as by product defects. Dissatisfaction with defected products seemed to be intensified or reduced by service failure or success in the post-purchase service encounter. Consumer expectation and situations seemed to affect this process. Overall, the study supported attribution theory in the post-purchase return experience, and insights for research questions were proposed.

• Journal of the Korea Fashion and Costume Design Association
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• v.10 no.3
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• pp.149-161
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• 2008

Internet shopping provides convenience to consumers, however, in recent years the consumer's return rate and return-related disputes continue to increase. This article examines the characteristics of return behavior through return experiences of internet clothing purchases. For an empirical study, questionnaires were handed out to 317 undergraduate male and female students, in which the results had been used for data analysis. Data were analyzed through SPSS 12.0 software, descriptive statistics, factor analysis, t-test, ANDVA analysis, Duncan test, and $x^2-test$. The results are the following: The analysis of consumers' return factor for clothes in Internet shopping showed there are five factors: product and quality, delivery, impulse buying, change of mind, and service. There is a significant difference in product quality of return factors depending on the availability of the return experience. Thus, consumers with return experience showed more return tendency owing to product quality factor than consumers without return experience. The availability of consumer's return experience was significantly related to information search. Consumers with return experience showed more consistent information search than consumers without return experience. There were significant differences in perceived risks depending on the availability and degree of consumer's return experience. In other words, consumers with return experience perceived more account related risk than consumers without return experience. Moreover, the more return experience the consumer has, the more risks consumers perceived in product performance.

• Journal of Fashion Business
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• v.7 no.4
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• pp.26-42
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• 2003

On-line clothes sale are on the increase, and the returns(for replacements or refunds) of the clothes are also increasing. Many studies on off-line consumers' complaints were made before, but few studies on the returns of clothes sold on-line have been made. From this viewpoint, this study was conducted to know what effect returns of clothes sold on-line have on their brands. Therefore, this study was first focused on the factors affecting complaint acts(return intention or return acts) such as lack of information and recognition of product, delivery errors and product defects concerning on-line sales, and second investigated the changes of buyers' attitude toward the brand following the their acts of returning the buyers, and third looked into the changes of on-line buyers' attitude toward the brand. The study is carried out by subdividing the objects of the study into return action(replacement, refundment) and purchasers who experienced return intention. Such experience is demonstratively analyzed to find how it has affected the attitude toward the brand. The study comes up with the following outcomes. First, the effect factor causing complaint action(return action, return intention) on-line is shown as the lack of the information and recognition of the product. Second, it is revealed that the effect factor causing complaint(return action, return intention) does not lie in an error in delivery or a defect of a product. Third, the positive response of a brand to a return action does not raise the repurchasing intention and positive attitude of purchasers who experienced returning a product, but lowers their private complaint action intention. Fourth, the repurchase intention of purchasers who experienced return intention for the brand is lowered, but their negative attitude and private complaint action intention is not raised.

• Fashion & Textile Research Journal
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• v.12 no.6
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• pp.745-754
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• 2010

This study is to find return factors when modern consumers purchase goods from an internet shopping mall and then to analyze the characteristics of complaints act and information search behavior. Subjects of research are 245 men and women, who have experience with more than one return in internet fashion shopping mall, in their twenties. The data were analyzed by using Factor analysis, Cronbach's analysis, one-way ANOVA, Duncan test as a post identification, Pearson's correlation analysis and multiple regression analysis. The results of this study are that male and female consumers in their 20s are mainly aware of the return factors: impulse buying, product status, deliver service, service after purchase, hype and comfortableness. And complains behavior often conduct public action, private action, nonaction. Information search behaviors for risk reduction when they purchase are product comparison, oral information search, neutral marketing information search, and service information search. The return factor from the internet fashion shopping had the greatest impact on public action and deliver services factor was a big complaint. In addition, impulse buying & Hype affect private action and non-action is influenced by impulse purchase. The consumer types by the return factors in internet fashion shopping mall are classified into the return group by deliver service, the return group by complex factors, and the return group by product status. Furthermore, there are significant differences in complaining behavior among these groups. In the information search behavior for reduction of risk factors, the return group by complex factors did more active information search behavior than the other groups. The return group by deliver service searched oral information and the return group by product status explored the neutral marketing information.

• Fashion & Textile Research Journal
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• v.11 no.1
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• pp.41-47
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• 2009

The purpose of this study was to investigate the main factors of return and consumers' return behavior types and also to find out the characteristics of consumer's purchasing behavior according to consumer's return behavior type. The Questionnaires was administered 315 males and females, who had experience of clothing purchase and return in internet shopping mall. The results were as follows. First, the factors of return were classified into quality of product, delivery, service, consumer's change of mind, and impulse buying. Second, 4 types of consumer's return behavior were categorized into habitual, dissatisfaction in product quality, dissatisfaction in delivery, and impulse buying. Third, Consumer's return behavior types were not significantly related to the frequency of purchase, information search. However there were significant differences in satisfaction of return process, dissatisfaction after return, and negative word of mouth according to the consumer's return behavior types.

• Journal of the Korean Society of Clothing and Textiles
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• v.32 no.9
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• pp.1356-1365
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• 2008

As Korean retailers are expanding their return policies, customer abuse and fraud behaviors are increasing. This study attempts to understand customers' unethical return behaviors in the Korean retailing. As an exploratory approach, the study identifies behavioral patterns of unethical returns from retail employees' perspectives. A total of 168 cases collected from 112 individual interviews with retail employees are qualitatively analyzed. Unethical return behaviors are categorized into five groups: lenting/deshopping, product defects with customer faults, unreasonable compensation demands, selfish behaviors, and problem behaviors in the service encounter. The study indicates that a variety of unethical return behaviors are observed despite a short history of return policy in Korea, and renting/deshopping and product defects with customer faults are the most prevalent return abuse behaviors.

• Journal of the Korean Society of Clothing and Textiles
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• v.30 no.7 s.155
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• pp.1116-1125
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• 2006

This study investigated consumer satisfaction and dissatisfaction experiences in post-purchase product return process. As an exploratory research the study collected qualitative data of subjective consumer experiences using an open-ended questionnaire and identified and classified themes and patterns of satisfaction and dissatisfaction experiences. A total of 113 cases were categorized into satisfied experiences, unsatisfied experiences, and neutral experiences. Further, satisfied experiences were sub-categorized into kind sales associates, quick and easy return process, and services higher than expected based on sources of satisfaction in the return process while unsatisfied experiences were sub-classified into rejection of return, attitude of sales associates, and hassle of return process. In-store adaptive behaviors and intentions on future behaviors were also observed. The results indicated that service quality in the post-purchase service encounter and consumer expectation were important in determining satisfaction and dissatisfaction in the return process. Insights for research questions were proposed.

• Fashion & Textile Research Journal
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• v.10 no.6
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• pp.917-925
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• 2008

The purpose of this study was to find out the relationship between consumer's perceived risks and return behavior on internet clothing shopping. Questionnaires were distributed to the consumers, total 517, males and females, aged from 20 to 39, who had experience of clothing purchasing through internet shopping malls. The results showed that consumer's return factors related to the perceived risks on internet shopping process. The results were as follows. First, factors of perceived risks in internet clothing shopping were categorized into product performance, account-related, delivery, economic, and social psychological risk. 5 consumer types of perceived risk were segmented by low-perceived risk group, product performance/delivery-perceived risk group, account related-perceived risk group, harmony with oneself/account related-perceived risk group, and harmony with others/economic-perceived risk group. Second, the consumer's perceived risks on internet shopping process affected one's return behavior. The factors of return was differentiated on the types of consumer's perceived risk. The relation between consumer's perceived risks and return behavior on internet clothing shopping was significant. Therefore company had better draw various strategies to manage consumer's perceived risk, in order to reduce the returns and improve consumer's satisfaction.

• Journal of the Korean Society of Clothing and Textiles
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• v.32 no.8
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• pp.1233-1243
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• 2008

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.

• The Journal of Information Systems
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• v.28 no.4
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• pp.333-358
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• 2019

Purpose The study aims to develop a data-based decision model for private bankers when recommending hedge funds to their customers in financial institutions. Design/methodology/approach The independent variables are set in two groups. The independent variables of the first group are aggressive investors, active investors, and risk-neutral type investors. In the second group, variables considered by private bankers include customer propensity to invest, reliability, product subscription experience, professionalism, intimacy, and product understanding. A decision-making variable for a private banker is in recommending a first-rate general private fund composed of foreign and domestic FinTech products. These contain dependent variables that include target return rate(%), fund period (months), safeguard existence, underlying asset, and hedge fund name. Findings Based on the research results, there is a 94.4% accuracy in decision-making when the independent variables (customer rating, reliability, intimacy, product subscription experience, professionalism and product understanding) are used according to the following order of relevant dependent variables: step 1 on safeguard existence, step 2 on target return rate, step 3 on fund period, and step 4 on hedge fund name. Next, a 93.7% accuracy is expected when decision-making uses the following order of dependent variables: step 1 on safeguard existence, step 2 on target return rate, step 3 on underlying asset, and step 4 on fund period. In conclusion, a private banker conducts a decision making stage when recommending hedge funds to their customers. When examining a private banker's recommendations of hedge funds to a customer, independent variables influencing dependent variables are intimacy, product comprehension, and product subscription experience according to a categorical regression model and artificial neural network analysis model.