Managing Product Returns Within the Customer Value Framework

  • Alec Minnema
  • Tammo H. A. Bijmolt
  • J. Andrew Petersen
  • Jeffrey D. Shulman


Customers can create value to the firm by purchasing products, not returning these products, recommending products to other potential customers, influencing other customers, and providing feedback to the company. In this chapter, we first discuss how product returns and engagement behaviors can be included in the customer value framework. Second, we discuss the antecedents of a customer’s product return decision, namely, return policies, information at the moment of purchase, and customer and product characteristics. Third, we focus on the consequences of product returns: the effects on future purchase and product return behavior, as well as on customer engagement behaviors. Thus, this chapter provides a comprehensive synthesis of current knowledge on antecedents and consequences of product returns and how this relates to measuring and managing customer value.


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Copyright information

© The Author(s) 2018

Authors and Affiliations

  • Alec Minnema
    • 1
  • Tammo H. A. Bijmolt
    • 1
  • J. Andrew Petersen
    • 2
  • Jeffrey D. Shulman
    • 3
  1. 1.University of GroningenGroningenNetherlands
  2. 2.Pennsylvania State UniversityState CollegeUSA
  3. 3.University of WashingtonSeattleUSA

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