Return Policy Knowledge

What it measures

A five-item likert scale designed to measure the degree to which a person is familiar with the rules of returning products to stores as well as the buyer's rights to do so.

Response format

7-point Likert (1=strongly disagree, 7=strongly agree)

Scale items

• I know most stores’ rules about returning products.
• I know my rights when it comes to returning goods.
• I know very little about what rights I have when I return products. (r)
• I know a lot about the circumstances under which stores can refuse to give a refund for a returned product.
• I know very little about most stores’ returns policies. (r)

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Internal consistency (alpha = .86) was reported in the primary study. Factor analytic procedures were used to support the scale's structural validity.

Citation

Harris, Lloyd C. (2008), “Fraudulent Return Proclivity: An Empirical Analysis,” Journal of Retailing, 84 (4), 461-476.

Keywords