Concepedia

Service Refunds

Service Refunds is an academic construct within consumer rights theory that denotes the structured restitution of fees or payments for services not delivered, inadequately performed, or voluntarily discontinued, distinguished from product-based refunds by its focus on intangible, often customized, performance obligations.

19

Publications

943

Citations

43

Authors

35

Institutions

Publications per year

2017–2026

8

Parents

Publications

19

Managing Dissatisfaction

Wujin Chu, Eitan Gerstner, James D. Hess · Journal of Service Research · 1998 · 156 citations

, , +17

Service Escape: Profiting from Customer Cancellations

Jinhong Xie, Eitan Gerstner · Marketing Science · 2007 · 112 citations

, , +11

Consumer perceptions of refund depth and competitive scope in price-matching guarantees: effects on store patronage

Monika Kukar‐Kinney, Rockney G. Walters · Journal of Retailing · 2003 · 90 citations

, , +14

Optimal Return Service Charging Policy for a Fashion Mass Customization Program

Tsan‐Ming Choi · Service Science · 2013 · 84 citations

, , +17

Service Cancellation and Competitive Refund Policy

Liang Guo · Marketing Science · 2009 · 54 citations

, , +13

1–5 of 19

Authors

43

  1. MW
    Mazhar Waseem

    University of Manchester, United Kingdom

    2 publications · 54 citations

    2

    h-index

  2. EG
    Eitan Gerstner

    University of California, Davis, United States

    2 publications · 268 citations

    2

    h-index

  3. JD
    James D. Hess

    University of Houston, United States

    1 publications · 156 citations

    1

    h-index

  4. FM
    Fineke Mergeresa

    Universiti Malaysia Pahang Al-Sultan Abdullah, Malaysia

    1 publications · 31 citations

    1

    h-index

  5. WL
    Wei-Shi Lim

    National University of Singapore, Singapore

    1 publications · 24 citations

    1

    h-index

1–5 of 43

Institutions

35

  1. University of California, Davis

    Davis, United States

    2 h-index

    2 publications

    268 citations

  2. Hong Kong Polytechnic University

    Hong Kong, Hong Kong

    2 h-index

    3 publications

    110 citations

  3. University of Manchester

    Manchester, United Kingdom

    2 h-index

    2 publications

    54 citations

  4. University of Electronic Science and Technology of China

    Chengdu, China

    1 h-index

    1 publications

    51 citations

  5. National University of Singapore

    Singapore, Singapore

    1 h-index

    1 publications

    24 citations

  6. Fudan University

    Shanghai, China

    1 h-index

    1 publications

    16 citations

  7. William Carey University

    Hattiesburg, United States

    1 h-index

    1 publications

    47 citations

  8. Sichuan Agricultural University

    Ya'an, China

    1 h-index

    1 publications

    51 citations

1–8 of 35

Venues

  1. Marketing Science

    3 publications · 217 citations

    3

    h-index

  2. European Journal of Operational Research

    2 publications · 75 citations

    2

    h-index

  3. Journal of service management

    1 publications · 39 citations

    1

    h-index

  4. Health Economics Policy and Law

    HEPL · 1 publications · 47 citations

    1

    h-index

  5. Manufacturing & Service Operations Management

    1 publications · 47 citations

    1

    h-index

1–5