Managing dissatisfaction: How to decrease customer opportunism by partial refunds

Journal of Service Research

Volumn 1, Issue 2, 1998, Pages 140-155

  Chu, Wujin ^a   Gerstner, Eitan ^b   Hess, James D ^c  

^a Seoul National University   (South Korea)

^b UNIVERSITY OF CALIFORNIA   (United States)

^c UNIVERSITY OF ILLINOIS AT URBANA CHAMPAIGN   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0000355564     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/109467059800100204     Document Type: Article

References (32)

1. Boulding, William and Amna Kirmani (1993), "A Consumer-Side Experimental Examination of Signalling Theory: Do Consumers Perceive Warranties as Signals of Quality?"Journal of Consumer Research, 20, 111-123.
2. Cooper, Russell and Thomas Ross (1985), "Product Warranties and Double Moral Hazard,"Rand Journal of Economics, 16, 103-113.
3. Corville, L. and W. Hausman (1979), "Warranty Scope and Reliability under Imperfect Information and Alternative Market Structures,"Journal of Business, 92, 361-378.
4. Davis, Scott, Eitan Gerstner, and Michael Hagerty (1995), "Money Back Guarantees in Retailing: Matching Products to Consumer Tastes,"Journal of Retailing, 71, 7-22.
5. Davis, Scott, Eitan Gerstner, and Michael Hagerty (1997), "Designing an Optimal Return Policy," Manuscript, University of California, Davis, Graduate School of Management.
6. Fenvessy, Stanley (1992), "Fulfillment Planning: An Overview," in The Direct Marketing Handbook, Edward Nash, ed. New York: McGraw-Hill, 449-464.
7. Fornell, Claes and Birger Wernerfelt (1987), "Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis,"Journal of Marketing Research, 24, 337-346.
8. Fornell, Claes and Birger Wernerfelt (1988), "A Model For Customer Complaint Management," Marketing Science, 7, 287-298.
9. Fruchter, Gila and Eitan Gerstner (1998), "Satisfaction Guaranteed as a Surplus Extracting Device," Manuscript, University of California, Davis, Graduate School of Management.
10. Grossman, Sanford (1981), "The Information Role of Warranties and Private Disclosure about Product Quality" Journal of Law and Economics, 24, 461-484.
11. Hart, Christopher (1988), "The Power of Unconditional Service Guarantee,"Harvard Business Review, 66, 54-62.
12. Hart, Christopher (1993), Extraordinary Guarantees. New York: American Management Association.
13. Hauser, John and Steven Shugan (1983), "Defensive Marketing Strategies,"Marketing Science, 2, 319-360.
14. Heal, Geoffrey (1977), "Guarantees and Risk Sharing,"Review of Economic Studies, 44, 549-560.
15. Hess, James, Wujin Chu, and Eitan Gerstner (1996), "Controlling Product Returns in Direct Marketing" Marketing Letters, 7 (4), 307-317.
16. Hess, James, Wujin Chu, Eitan Gerstner and Glenn Mayhew (1997), "Modeling Returns of Direct Marketed Merchandise,"Journal of Direct Marketing, 11, 20-35.
17. Kendall, C. L. and Frederick Russ (1975), "Warranty and Complaint Policies: An Opportunity for Marketing Management" Journal of Marketing, 42, 36-43.
18. Longo, Tracy (1995), "At Stores, Many Unhappy Returns,"Kiplinger's Personal Finance Magazine, 49, 103.
19. Lutz, Nancy (1989), "Warranties as Signals under Consumer Moral Hazard,"Rand Journal of Economics, 20, 239-255.
20. Mann, Duncan and Jennifer Wissink (1989), "Hidden Actions and Hidden Characteristics in Warranty Markets,"International Journal of Industrial Organization, 8, 53-71.
21. Mann, Duncan and Jennifer Wissink (1990), "Money-Back Warranties vs. Replacement Warranties: A Simple Comparison,"American Economic Review, 80, 432-436.
22. Menezes, Melvyn A. J. and Imran S. Currim (1992), "An Approach for Determination of Warranty Length,"International Journal of Research in Marketing, 9, 177-195.
23. Moorthy, Sridharand Kannan Srinivasan (1995), "Signaling Quality with Money-Back Guarantees: The Role of Transaction Costs,"Marketing Science, 14, 442-466.
24. Neuborne, Ellen (1996), "Burned Retailers Are Fed Up, Clamping Down,"USA Today, June 3, B1-B1, B3-B3.
25. Padmanabhan, V. and Ram C. Rao (1993), "Warranty Policy and Extended Service Contracts: Theory and an Application to Automobiles,"Marketing Science, 12, 230-247.
26. Pressey, Debra (1998), "Big-Screen Sales Get Bigger,"Champaign Urbana News-Gazette, January 23, A1-A1.
27. Priest, George (1981), "A Theory of Consumer Product Warranty,"Yale Law Journal, 90, 1297-1352.
28. Schmidt, Sandra and Jerome Kernan (1985), "The Many Meanings (and Implications) of Satisfaction Guaranteed,"Journal of Retailing, 61, 89-108.
29. Welling, Linda (1989), "Satisfaction Guaranteed or Money (Partially) Refunded: Efficient Refunds under Asymmetric Information,"Canadian Journal of Economics, 22, 62-78.
30. Westbrook, Robert (1981), "Sources of Consumer Satisfaction with Retail Outlets,"Journal of Retailing, 57, 68-85.
31. Woodruff, Robert, Ernest Cadotte, and RogerJenkins (1983), "Modeling Consumer Satisfaction Processes Using Experienced-Based Norms" Journal of Marketing Research, 20,296-304.
32. Mail-Order Shopping: Which Catalogs Are Best? (1994), Consumer Reports, October, 621-627.