The management of deshopping and its effects on service

King, Tamira; Dennis, Charles; McHendry, Joanne

doi:10.1108/09590550710773264

Cited by 25 publications

(27 citation statements)

References 28 publications

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“…Distance retail and wholesale formats in particular -for example mail order, online, home delivery, click-and-collect operations etc. -suffer similarly, and in terms of returns even more severely, from the problem of unsaleability (King et al, 2007). Future research should be encouraged to look into non-store-based channels and investigate the potential within that format of the effective management of all the different logistics processes related to unsaleable products.…”

Section: Conclusion and Future Research Agendamentioning

confidence: 99%

Unsaleable grocery products, their residual value and instore logistics

Holweg

Teller

Kotzab

2016

International Journal of Physical Distribution &Amp; Logistics Management

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Purpose: The aims of this paper are (1) to explore the complexities of regularly implemented as well as irregularly occurring -sometimes improvised -instore logistics processes related to products which are declared unsaleable and (2) to identify the challenges and opportunities in managing instore logistics processes related to unsaleable products in grocery stores. Methodology:We apply an embedded case study approach. Within each case, i.e. dominant store format, we investigate the instore logistics processes of 32 retail and wholesale stores and focus further on those processes related to products declared unsaleable. The case study research methodology comprises in-depth interviews with store and category managers, pointof-sale observations and secondary data research. Findings:We identified four different specific instore logistics processes depending on the residual product value of unsaleable products. The analysis of these processes suggests that establishing more efficient return, disposal, recycling and, most importantly, redistribution processes leads to various benefits such as cost savings, more effective and efficient operations, better use of resources and waste reduction, while at the same time supporting charitable institutions and people in need. Contribution:The contribution of this research is (1) to provide a better understanding of different ways of seeing and handling unsaleable products and (2) to reveal the significant importance of focusing on instore logistics beyond the point of sale with respect to the economic, ecological and social benefits to retailers, wholesalers and their stakeholder groups.

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Section: Conclusion and Future Research Agendamentioning

confidence: 99%

Unsaleable grocery products, their residual value and instore logistics

Holweg

Teller

Kotzab

2016

International Journal of Physical Distribution &Amp; Logistics Management

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“…A case study with a mass market retailer indicates that shrinkage figures due to fraudulent returned garments are contributing to estimated losses in the six figure region. The analysis of clothing returns identified that 50% of all returns were fraudulent (King et al, 2007).…”

Section: A Wider Picture On Dishonest or Fraudulent Customer Returnsmentioning

confidence: 99%

Myopia, customer returns and the theory of planned behaviour

King¹,

Dennis²,

Wright³

2008

Journal of Marketing Management

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As a prevalent and growing form of customer behaviour, deshopping is on the rise. Retailers' focus on good customer service and the offering of lenient returns polices has led to the growth in this fraudulent behaviour of customers in returning goods. This paper considers retailer myopia in the context of dishonest customer returns, applying the Theory of Planned Behaviour (TPB) using a quantitative questionnaire with 535 female consumers. The findings highlight the extent of the behaviour with 50% admitting to partaking in deshopping. The TPB variables can be utilised to manage and prevent deshopping. The results indicate that currently these customers perceive it to be easy to deshop as there are no consequences with the result that such behaviour continues to grow. If retailers were less myopic they would monitor returns more thoroughly and make it less easy for such customers to get away with undesirable deshopping behaviour. The paper makes recommendations for retailers to manage or alter perceived behavioural characteristics for customers, which in turn, would reduce tendencies for dishonesty in customers returning goods for refunds. Retail myopia is evident with deshopping behaviour with consequences for retailers in time, effort and costs. KEYWORDS Fraudulent customer returns, Deshopping; Retailer return policies, Theory of Planned Behaviour, Theory of Reasoned Action INTRODUCTIONThe marketing myopia pinpointed in this paper concerns the under-representation in the literature and by companies about an aspect of customer behaviour, termed deshopping. This behaviour to do with returning goods to sellers, as presented in this paper on shopping research, leads to increased cost implications for organisations that are detrimental to their good health. This under-representation is in contrast to the emphases in marketing journals, books and conferences that are replete with papers concerning customer retention and loyalty. Both retention and loyalty are key aspects emphasised in marketing strategy development helped along by short term promotional incentives. However, is retention of all customers a desirable outcome for organisations? The answer needs to be balanced between retaining those customers who are of high value with a succession of repeat buying and without difficulties in keeping up repayments against those who present a variety of persistent problems varying from lack of payments to demands for refunds leading to customer disloyalty and malpractices. The paper's research is concerned with the latter regarding customer returns and malpractices because such behaviour is detrimental to the good health of organisations as it consumes their staff's time and energies. Moreover, it leaves organisations with less than optimum products since these were handled by customers outside their facilities and then returned back to the sellers. The objectives of this paper are twofold. First, to attempt to address the gap in academic literature concerning customer malpractices, in particular, dishonest cust...

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“…Extant literature mentions various reasons for the prevalence of first party fraud. For example, King and Dennis (2003), Reynolds and Harris (2005), and King et al (2007) provide several accounts to show that organisational policies (such as lenient noquestions asked returns policies) and limited action and/or inaction by retailers reinforce fraudulent behaviour. Furthermore, first party fraud is easy to commit and often requires little or no sophistication.…”

Section: Introductionmentioning

confidence: 99%

The management of first party fraud in e-tailing: a qualitative study

Amasiatu

Shah

2019

IJRDM

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Purpose -First party fraud in which retail consumers commit fraud against retailers is a growing problem. However, to date studies on retail crime have focused almost entirely on fraudulent consumer behaviours in physical stores. With the growth of ecommerce, the losses from this fraud is growing so there is strong need to research this problem from multiple perspectives.Methodology -We conducted three case studies and a total of 24 semi-structured interviews with retail managers and evaluated their existing prevention-related documentation. Fraud management lifecycle theory was used to organise and discuss the findings.Finding -We found that many retailers are treating this problem as just a cost of doing business online and have no detailed plans for dealing with this problem or any reporting to law enforcement agencies. However, they have begun working with delivery companies for delivery accuracy. Use of convenience stores as collection points is also showing early improvements.Limitations -The small number of cases and interviews used is a limitation of this study. However, we believe that the findings are useful for advancing knowledge in this emerging research area.Practical Implications -This study provides insight into existing management practices in this domain, and makes recommendations on how to improve the management of first party fraud. The study also makes a case for increased managerial interest and involvement in reducing first party fraud. The study also helps bridge a glaring gap in existing literature and provides useful leads for further research.Originality/value -To our knowledge, this is the first study to evaluate the existing practices employed to manage first party fraud in e-retail.

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The management of deshopping and its effects on service

Cited by 25 publications

References 28 publications

Unsaleable grocery products, their residual value and instore logistics

Unsaleable grocery products, their residual value and instore logistics

Myopia, customer returns and the theory of planned behaviour

The management of first party fraud in e-tailing: a qualitative study

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