Examination of aspects of pro-consumer refund system

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F46747885%3A24310%2F22%3A00010434" target="_blank" >RIV/46747885:24310/22:00010434 - isvavai.cz</a>

Result on the web

<a href="https://www.emerald.com/insight/content/doi/10.1108/TQM-06-2021-0182/full/pdf?title=examination-of-aspects-of-pro-consumer-refund-system" target="_blank" >https://www.emerald.com/insight/content/doi/10.1108/TQM-06-2021-0182/full/pdf?title=examination-of-aspects-of-pro-consumer-refund-system</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.1108/TQM-06-2021-0182" target="_blank" >10.1108/TQM-06-2021-0182</a>

Result language

angličtina

Original language name

Examination of aspects of pro-consumer refund system

Original language description

Purpose – Pro-consumer refund system (PCRS) should be understood as a process in customer service, within which activities are related to the handling of goods that do not meet customer expectations, both in business to-consumer (B2C) and business-to-business (B2B) relations. The research monitored three groups of variables – the importance of shopping decision factors, customer ID characteristics and PCRS characteristics. The authors explore relationships between these three groups of variables, and the authors tried to understand better the role of the PCRS system in customer perception of service quality. Design/methodology/approach – An electronic survey was used to collect data in the planned structure. Research questions were developed into variables, and these were then the basis for creating questionnaires. Data were collected through electronic questionnaires. The sample consisted of 327 respondents from Poland(confidence level 5 95%, confidence interval 5 5.42). Findings – The results of the research show that the PCRS is very important and appreciated from the customer’s perspective. Most of the respondents are aware of their consumer rights and correctly understand the meaning of the term “pro-consumer refund system”. Respondents require complex service in terms of returns; their satisfaction does not depend on any individual factor. This also means that the return system must be lenient in each aspect. Originality/value – A detailed analysis of aspects of PCRS has not yet been carried out in the literature. Although previous studies have focused, at least in part, on defining the essential attributes of PCRS, in most cases, it was an organization-driven view of this topic. The research examined the interrelationships between aspects of PCRS based on empirical data and offered a new perspective on this evolving concept.

Czech name

—

Czech description

—

Type

J_imp - Article in a specialist periodical, which is included in the Web of Science database

CEP classification

—

OECD FORD branch

50204 - Business and management

Project

—

Continuities

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Publication year

2022

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Name of the periodical

The TQM Journal

ISSN

1754-2731

e-ISSN

—

Volume of the periodical

34

Issue of the periodical within the volume

6

Country of publishing house

GB - UNITED KINGDOM

Number of pages

24

Pages from-to

1667-1690

UT code for WoS article

000746457300001

EID of the result in the Scopus database

2-s2.0-85122442782