Returning Products (Social Norms)

What it measures

A four-item likert scale designed to measure a person's belief that among his/her friends and family it is considered acceptable to return products after they have been used or damaged.

Response format

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

Scale items

• My circle of friends do not approve of returning products that they’ve used or damaged (r).
• My family do not approve of returning used products (r).
• Around here, everybody agrees that returning products that have been used is okay.
• Most of my friends think that returning products that they’ve used or damaged is okay.

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

Usage notes & scoring

Internal consistency (alpha = .81) 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