#2439. New insights in online fashion retail returns from a customers’ perspective and their dynamics

November 2026publication date
Proposal available till 30-05-2025
5 total number of authors per manuscript4030 $

The title of the journal is available only for the authors who have already paid for
Journal’s subject area:
Economics and Econometrics;
Business, Management and Accounting (all);
Places in the authors’ list:
place 1place 2place 3place 4place 5
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Contract №2439.1 Contract №2439.2 Contract №2439.3 Contract №2439.4 Contract №2439.5
1 place - free (for sale)
2 place - free (for sale)
3 place - free (for sale)
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5 place - free (for sale)

Abstract:
This article explores the issue of returns from a customer perspective, as well as measures to prevent or avoid returns during the pre-purchase, purchase, and post-purchase stages. The study is based on an analysis of online questionnaires with 8393 participants, who were clients of a German online fashion store. The methodology is based on the Kano method, which involves assessing customer satisfaction. The results show different consumer segments that differ in their earnings expectations.
Keywords:
Avoiding and averting returns; Customer perspective; Drivers for returns; Kano (method); Kano dynamics; Returns; Segmented kano perspective

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