Unethical consumers: Deshopping behaviour using the qualitative analysis of theory of planned behaviour and accompanied (de)shopping

Purpose Previous research indicates that deshopping is a prevalent and growing consumer behaviour. This paper examines deshopping from a consumer perspective, and applies the Theory of Planned Behaviour (TPB) to demonstrate how this behaviour can be managed and prevented. An accompanied (de)shop is also conducted. This paper also places deshopping within a legal and ethical context, in relation to the established literature in this field. Methodology approach This paper tests the TPB variables in a qualitative way by conducting in-depth interviews with deshoppers, who had completed a quantitative questionnaire. The results further support and enhance the quantitative TPB results collected previously with 535 consumers. An accompanied (de)shop is also reviewed, as this qualitative research technique, enables an enhanced understanding and evidence of the deshopping process, which has not been demonstrated previously. The findings demonstrate support for these qualitative research tool, which enable a deeper understanding of the deshopping process and its management. Findings The findings demonstrate important use of the TPB as a qualitative research technique. The model is also expanded and redesigned by adding additional variables as a result of this research. The accompanied (de)shop findings demonstrate support for this qualitative research tool, which also enables a deeper understanding of the deshopping process and its management. Practical implications The research concludes with the implications of deshopping for the industry and makes recommendations as how to reduce deshopping, as well as recommending the qualitative research techniques utilised to future researchers. Originality This paper has identified the key variables that influence deshopping, and demonstrates that procedures can be designed to reduce this behaviour by manipulating the TPB variables. This paper has also added additional variables to the TPB model, which have proved to be influential in deshopping behaviour, thereby developing theoretical knowledge of TPB. The use of the TPB has also provided a theoretical underpinning to utilising a consumer education program to prevent problem behaviours. This research demonstrates that this could alter deshoppers’ attitudes and subjective norms. This is also the first paper to place deshopping in a legal framework which highlights the legal loopholes in a retailer’s returns policy and the implications of new directives which will influence retailer’s abilities to refuse a return. This paper is also the first to explore deshopping within an ethical framework that has created new knowledge on the unethical consumer in relation to deshopping behaviour. This study also incorporates an accompanied (de)shop methodology; this form of research has never been undertaken in relation to deshopping activity and has generated completely new knowledge of what is happening when the actual behaviour is taking place

Interviews of deshopping behaviour: An analysis of theory of planned behaviour

Research reveals alarming results on the prevalence of the dishonest consumer behaviour known as deshopping. Deshopping is the “deliberate return of goods for reasons other than actual faults in the product, in its pure form premeditated prior to and during the consumption experience.” (Schmidt et al., 1999 p.2) In effect this means buying something with no intention of keeping it (Schmidt et al., 1999). The authors consider the implications of deshopping and retailers’ prevention of deshopping, exploring the research undertaken to date and the methodology for further research

Crunch Time for Water Quality Trading

Environmental Economics and Policy, Resource /Energy Economics and Policy,

The management of deshopping and its effects on services: a mass market case study

Purpose: Deshopping is the return of products, after they have fulfilled the purpose for which they were borrowed. Previous research indicates that deshopping is a prevalent and growing consumer behaviour. This paper examines deshopping from a retail perspective. It is a case study of interviews conducted with a mass-market retailer, to investigate their awareness and management of this behaviour. Methodology: This paper is a case study of nine interviews conducted with different levels of staff at a mass-market retailer in their flagship London store, to investigate their awareness and management of deshopping. Findings: The findings demonstrate the beliefs, attitudes and emotions of the different levels of employees towards deshopping and demonstrates their attempts to manage deshopping and combat the negative affects of this on customer service. Research limitations: The limitation of this research is that it is only conducted with one high street retailer. However, it is important to highlight that this is a large womenswear retailer which is highly representative of other retailers within the sector. There is little detail given regarding the retailer itself or their fundamentals of the actual Customer Service Policy, this is due to the confidentiality agreement between the researcher and retailer. It is important to acknowledge the sensitivity of this type research to retailers who are reluctant to have this information publicised. It is also important to acknowledge that many retailers have not made any attempts to manage this behaviour by restricting their returns policy. So this research case study is conducted with a retailer that is actively introducing change to manage this behaviour. Practical implications: The research concludes with the implications of deshopping and its management and makes recommendations on how to reduce deshopping whilst maintaining customer service for the genuine consumer. Originality/value of the paper: This is the first case study with a mass market retailer highlighting their approaches towards managing deshopping whilst trying to maintain customer service

Tilapia for Biological Control of Giant Salvinia

In August 1999, giant salvinia ( Salvinia molesta Mitchell) was found along the lower Colorado River in irrigation drainages. To investigate the slow spread and apparent control of giant salvinia in this region, the herbivorous fish, tilapia (Oreochromis niloticus Trewavas), was examined as a biological control agent. The study was conducted in a 5,000-L recirculating system. (PDF contains 4 pages.

A commentary on social & experiential (e-)retailing and (e-)shopping deserts

Purpose – The last ten years have seen a gradual withdrawal of retail facilities from many local areas and the consequent growth of ‘shopping deserts’, resulting in social and health disbenefits. This paper examines the potential for e-shopping to fill the vacuum and to assist disadvantaged shoppers. Design/methodology/approach – The paper uses prior published research to comment on the extent to which e-retailing may be the shopping solution of the future? Findings – The Internet has limited potential to compensate for shopping deserts, as consumers who do not have a good range of physical shops within walking distance also tend to lack access to the Internet. Research limitations/implications – The paper is based solely on prior research. The authors recommend action research that may hopefully help excluded shoppers to become more included by addressing the problems of access to e-shopping. Practical implications – Government, service providers and e-retailers are may consider interventions such as subsidised Internet access, training and the provision of e-cash. Originality/value – The paper links research from diverse fields relating to shopping deserts, the digital divide, health, wellbeing, social and experiential aspects of (e-)shopping

Myopia, customer returns and the theory of planned behaviour

As a prevalent and growing form of customer behaviour, deshopping is on the rise. Retailers' focus on good customer service and the offering of lenient returns polices has led to the growth in this fraudulent behaviour of customers in returning goods. This paper considers retailer myopia in the context of dishonest customer returns, applying the Theory of Planned Behaviour (TPB) using a quantitative questionnaire with 535 female consumers. The findings highlight the extent of the behaviour with 50% admitting to partaking in deshopping. The TPB variables can be utilised to manage and prevent deshopping. The results indicate that currently these customers perceive it to be easy to deshop as there are no consequences with the result that such behaviour continues to grow. If retailers were less myopic they would monitor returns more thoroughly and make it less easy for such customers to get away with undesirable deshopping behaviour. The paper makes recommendations for retailers to manage or alter perceived behavioural characteristics for customers, which in turn, would reduce tendencies for dishonesty in customers returning goods for refunds. Retail myopia is evident with deshopping behaviour with consequences for retailers in time, effort and costs

The Power to Tax; the Need to Provide

Pointing to the vital role nonprofit organizations fill in providing services for those in need, Dennis King in the Margaret Chase Smith Essay suggests carefully considering the trend toward taxation of this sector, and weigh it against alternative, revenue-generating strategies that reinforce rather than strain the relationship between government and nonprofit charities

e-Portfolios, Social Networking, and a LMS All in One

The presenter discusses several Online tools which can be assembled for the containment of learning management, student electronic portfolios, and networking. Implementations discussed include Epsilen\u27s Global Learning Project