Rating E-Tailers' Money-Back Guarantees
开发了三个退款保证质量指数，分别衡量退款保证对消费者的保险保护、成本和吸引力，并通过电子产品电商的案例展示其用途。
Most e-tailers offer money-back guarantees (MBGs) on product returns, but coverage and durations of different policies vary significantly across e-tailers (taking into account restocking fees, shipping and handling fees, and coverage duration). To help consumers and e-tailers evaluate MBG policies, we developed three different “MBGQual” (money-back guarantee quality) indexes that measure the insurance protection, costs, and attractiveness of the MBGs to consumers. The usefulness of these indexes is illustrated by examining MBGs offered by electronic product e-tailers.