Retail borrowing: insights and implications on returning used merchandise

Abstract

Defines a particular form of returned purchases and explores its pervasiveness. Consumers who engage in “retail borrowing” purchase items with the deliberate intention to return such items once they have been used satisfactorily. To facilitate the purchases of good and to act responsibly when purchased items may be defective retailers have extended generous return policies to consumers. Increasingly however some consumers have taken advantage of such policies to “borrow” needed items from retailers. Provides an insight into retail borrowing and the type of most commonly “borrowed” products. Also identifies reasons that trigger the willingness to “borrow” from retailers and discuss the emotions and thoughts that accompany the behavior. Discusses the managerial and social perspectives of the phenomenon.