Managing Dissatisfaction
研究三种退款政策（无条件退款、无退款、仅可验证问题退款）对消费者机会主义行为的影响，发现无条件退款是应对机会主义最有效的方式。
Previous research emphasizes the benefits of generous refunds as part of overall complaint management service policy, yet recent empirical evidence suggests that many retailers have concerns about abusive returns and hesitate to fully compensate dissatisfied customers. We present an analysis of three refund policies-no questions asked, no refunds, and verifiable problems only-and show that no questions asked is the most efficient way to handle consumer opportunism.