Returning Products (Effect on Stores)

What it measures

A four-item likert scale designed to measure a person's attitude about the financial consequences of customers returning products that have been used and/damaged.

Response format

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

Scale items

• Stores’ prices are inflated to cover the costs of returns that have been used or damaged by customers.
• Taking used or a damaged product back to stores does very little harm.
• Returning a copied CD or a read book doesn’t really cost stores anything.
• Returning used or damaged products costs stores a lot of money. (r)

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

Usage notes & scoring

Internal consistency (alpha = .90) 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