Fraudulent consumer returns: exploiting retailers' return policies
研究了消费者如何利用零售商宽松的退货政策进行欺诈性退货，即退回已知已使用或损坏的产品，旨在揭示促成这种行为的因素。
Purpose – Although dysfunctional behaviors by customers is increasingly being recognized by both scholars and practitioners, “illegitimate” complaining, in the form of fraudulent returns by customers, is under‐researched. The aim of this study is to address this gap in extant knowledge through explicitly focusing on uncovering factors which permit consumers to exploit retailers' liberal return policies when fraudulently returning products that they know they have used or damaged.