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Bob Moritz
Marshfield Clinic Research Foundation

Returning Products (Effect on Stores)

Using four, seven-point Likert-type items, this scale measures a person's attitude about the financial consequences of customers returning products that have been used and/damaged. The implication is that it is improper to take products back if the use and/or damage to the products was the fault of the buyers, not the sellers but that people vary in the extent to which they believe the practice does significant financial damage to a business.