Restoring the buyer–seller relationship through online return shipping: The role of return shipping method and return shipping fee

作者：

Highlights：

• A consumer-friendly return shipping policy can restore buyer–seller relationships damaged by online returns.

• An integrated return shipping policy in comparison to a separated one leads to more favorable consumer responses.

• Offering free return shipping can improve consumer responses.

• Online sellers charging for a superior return service do not necessarily weaken the positive effects of the service on consumer responses.

摘要

•A consumer-friendly return shipping policy can restore buyer–seller relationships damaged by online returns.•An integrated return shipping policy in comparison to a separated one leads to more favorable consumer responses.•Offering free return shipping can improve consumer responses.•Online sellers charging for a superior return service do not necessarily weaken the positive effects of the service on consumer responses.

论文关键词：Buyer–seller relationship,Online returns,Return shipping method,Return shipping fee,Repurchase intention

论文评审过程：Received 10 January 2022, Revised 17 May 2022, Accepted 27 June 2022, Available online 30 June 2022, Version of Record 6 July 2022.

论文官网地址：https://doi.org/10.1016/j.elerap.2022.101170