Thus, in this thesis we help to explain this relationship with two different studies. In the first study of this thesis, we present a descriptive study that empirically demonstrates the role of customer product return behavior in the firm-customer exchange process. Then in the second study of this thesis, we present an empirical application that leverages the knowledge about the role of customer product return behavior in the first study. We do this by integrating customer product return behavior into a customer value framework to help measure and maximize customer lifetime value.For example, Best Buy is well-known for their list of demon customers at local stores. ... Sprint recently decided that customers who overused customer service, where customer complaints are similar to product returns of service, should have anbsp;...
|Title||:||Essays on Product Returns: The Impact of Customer Product Return Behavior on Profitability|
|Author||:||John Andrew Petersen|
|Publisher||:||ProQuest - 2008|