The growth of online retailing has exceeded expectations over the last few years. This has
resulted in high product return rates, which retailers are struggling with due to complex and …

Online businesses incur significant losses because of fraudulent customer behaviour. This
study investigates the factors motivating fraudulent customer intention on eBay. A …

This paper investigates how consumers feel and react to animal metaphor advertising in the
context of the public service environment. Three studies are carried out using both field and …

While a product return guarantee plays an important role in reducing perceived risk, a liberal
product return policy may generate a moral crisis in consumers and induce unethical post …

The purpose of this paper is to empirically explore the relationship between frontline
employees' service orientation, negative emotions and handling strategies during situations …

The authors examine hypocrisy induction, a strategy for encouraging ethical behavior by
making perpetrators realize that they are violating moral values when they use anonymous …

Purpose While the positive effects of customer citizenship behavior are well established,
research on its potential negative consequences is scarce. This study aims to examine the …

Price‐fixing, an anti‐competitive activity by firms, raises consumer prices, limits consumer
choices, and violates the law. Drawing on the neutralization theory, this study aims to …

This study investigates how customer requests, a common phenomenon, influence frontline
employee (FLE) job outcomes. We propose and demonstrate that (1) FLEs possess …

Purpose This paper introduces the concept of dysfunctional customer behavior toward a
brand and argues that when customers perceive that a brand has failed to fulfill its promises …