Examination of aspects of pro-consumer refund system

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

Examination of aspects of pro-consumer refund system

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

Examination of aspects of pro-consumer refund system

Popis výsledku anglicky

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.

Druh

J_imp - Článek v periodiku v databázi Web of Science

CEP obor

—

OECD FORD obor

50204 - Business and management

Projekt

—

Návaznosti

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Rok uplatnění

2022

Kód důvěrnosti údajů

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

Název periodika

The TQM Journal

ISSN

1754-2731

e-ISSN

—

Svazek periodika

34

Číslo periodika v rámci svazku

6

Stát vydavatele periodika

GB - Spojené království Velké Británie a Severního Irska

Počet stran výsledku

24

Strana od-do

1667-1690

Kód UT WoS článku

000746457300001

EID výsledku v databázi Scopus

2-s2.0-85122442782