• Journal of the Korean Society of Clothing and Textiles
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• v.32 no.12
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• pp.1891-1902
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• 2008

With concerns for consumers' return behaviors affecting internet shopping malls' profits and product management in the internet clothing market, this study is designed to investigate determinants affecting return and path models for return behaviors. For an empirical study, questionnaires are prepared and respondents in their 20s and 30s with internet clothing purchase experience are selected using the convenience sampling. A total of 517 questionnaires are used for the final analysis. Data are analyzed by using SPSS 12.0 software and descriptive statistics, $x^2$-test, discriminant analysis, regression analysis, and path analysis is conducted. The results are as follows. First, ones who have returned after purchasing clothing items in internet shopping reached 63.4% of the total consumers. Respondents returned items with price at 50 thousand won or less stood at 67.2%, and the most frequent return shopping malls are open markets with their return rate at 51.1%. Second, variables such as risk perception, information search, impulse buying, buying experience, and age have a positive effect on return experience. Impulse buying and buying experience turn out to have a significant effect on the degree of return, but risk perception, information search, age, and gender to have an insignificant effect. Return intention is significantly affected by risk perception, gender, and age. Third, the analysis of path model for return experience shows that perceived risk has a positively effect, and information search has a direct effect as well as an indirect effect through buying experience or impulse buying. The analysis of path model for the degree of return shows that risk perception does not have effect, but information search has indirect effect through buying experience or impulse buying. This study is thought to find consumers' return behavior characteristics in online shopping, and help businesses operating online shopping malls to efficiently manage returns and set up strategies against returns.

• Fashion & Textile Research Journal
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• v.25 no.3
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• pp.280-290
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• 2023

As consumers are increasingly shopping online for fashion products, their return behavior is also increasing. Regarding the factors affecting return behavior, this study explores the effect of the purchasing orientation considering returns that are derived from bracketing purchase behavior, monetary lenient return policies, and non-monetary lenient return policies. Additionally, this study examines the effect of monetary/non-monetary lenient return policies on return behavior, mediated by the purchasing orientation considering returns. This study was conducted through an online survey and 238 data were collected and used for analysis. Two research models were designed for each independent variable of monetary lenient return policies, and non-monetary lenient return policies, and the path of the research model was analyzed using Process Macro 4.0. The study found that the sub-dimensions of return policy - monetary or non-monetary return policies - had different effects on return behavior through purchasing orientation considering returns. Monetary lenient return policies had a positive direct effect on return behavior, and purchasing orientation considering returns mediated the effect of the monetary lenient return policies on return behavior. However, the non-monetary lenient return policies only positively and significantly directly affected return behavior. The findings of this study contribute to understanding consumers' purchasing orientation considering returns. Furthermore, from the effect of the return policy on return behavior, the results are valuable as they can help fashion marketers establish a return strategy.

• 한국IT서비스학회:학술대회논문집
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• 2008.05a
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• pp.287-292
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• 2008

1990년대 중반 최초로 국내에 등장한 케이블 TV홈쇼핑은 유통시장의 대변혁을 일으키며 2003년까지 꾸준한 성장을 하였지만 그 뒤 홈쇼핑사들의 과열화된 경쟁과 대체 쇼핑 수단들이 등장하면서 그 성장률이 둔화되고 있는 실정이다. 케이블 TV 홈쇼핑에서의 매출 부진의 주된 이유 중 하나는 판매한 상품에 대한 반품의 횟수가 많아짐을 의미하고 있으므로 본 연구에서는 케이블 TV 홈쇼핑의 구매자들의 구매 특성 중 반품행동을 중심으로 TV홈쇼핑 시장의 특성과 현황은 물론, 반품에 유의한 영향을 미치는 요인을 분석하고자 한다. A홈쇼핑사의 실제 구매 주문 데이터 13, 370개를 SPSS통계 패키지를 이용해 변수를 측정하고 분석하였고 반품을 줄여나가는 방안 모색을 통해 국내 홈쇼핑 시장이 발전할 수 있는 방향성 또한 제시하고자 한다.

• Journal of the Korean Society of Clothing and Textiles
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• v.32 no.9
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• pp.1356-1365
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• 2008

As Korean retailers are expanding their return policies, customer abuse and fraud behaviors are increasing. This study attempts to understand customers' unethical return behaviors in the Korean retailing. As an exploratory approach, the study identifies behavioral patterns of unethical returns from retail employees' perspectives. A total of 168 cases collected from 112 individual interviews with retail employees are qualitatively analyzed. Unethical return behaviors are categorized into five groups: lenting/deshopping, product defects with customer faults, unreasonable compensation demands, selfish behaviors, and problem behaviors in the service encounter. The study indicates that a variety of unethical return behaviors are observed despite a short history of return policy in Korea, and renting/deshopping and product defects with customer faults are the most prevalent return abuse behaviors.

• Journal of the Korean Society of Clothing and Textiles
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• v.32 no.9
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• pp.1376-1386
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• 2008

The purposes of this study were to explore the techniques of neutralization on unethical customer return behaviors, examine the differences in the neutralizations by customer characteristics, and examine the relationships of neutralizations with customer ethics, anomie, and impulsive behaviors. A total of 609 questionnaires were analyzed. Four factors including denial of injury/victim, condemning the condemners, denial of responsibility, and appeal to higher loyalties were extracted from the neutralization techniques. The neutralization techniques were not different by customer characteristics, but were negatively related with customer ethics and positively related with anomie and impulsive behaviors. The results indicate that the neutralization techniques are appropriate to understand unethical customer return behaviors in the Korean retail settings.

• Fashion & Textile Research Journal
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• v.11 no.1
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• pp.41-47
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• 2009

The purpose of this study was to investigate the main factors of return and consumers' return behavior types and also to find out the characteristics of consumer's purchasing behavior according to consumer's return behavior type. The Questionnaires was administered 315 males and females, who had experience of clothing purchase and return in internet shopping mall. The results were as follows. First, the factors of return were classified into quality of product, delivery, service, consumer's change of mind, and impulse buying. Second, 4 types of consumer's return behavior were categorized into habitual, dissatisfaction in product quality, dissatisfaction in delivery, and impulse buying. Third, Consumer's return behavior types were not significantly related to the frequency of purchase, information search. However there were significant differences in satisfaction of return process, dissatisfaction after return, and negative word of mouth according to the consumer's return behavior types.

• Journal of the Korean Society of Clothing and Textiles
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• v.32 no.12
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• pp.1866-1877
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• 2008

The purposes of this study were to identify the dimensions of perceived dissatisfaction, complaining behavior, and long-term orientation of customers about the Internet fashion shopping mall, and to empirically examine the effects of each dimension of perceived dissatisfaction and complaining behavior on long-term orientation. For this study, questionnaires were administered to 275 Internet shopping mall customer. To analyze collected data, descriptive analysis, factor analysis, Cronbach's $\alpha$, correlation analysis, and regression analysis were used. Major findings were as follows. First, college students were found to mainly complain of dissatisfaction at product quality, refunding/changing/maintenance repair, price, contract, delivery, and payment after transaction with the Internet shopping mall. Second, customer dissatisfaction was found to have high correlation with complaining behavior and partly with customer neglect or exit. Third, higher customer dissatisfaction was found to increase customer complaining behavior in general. Finally, higher complaining behavior was found to have connection with lower customer loyalty and higher customer neglect and exit.

• Management & Information Systems Review
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• v.30 no.4
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• pp.195-227
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• 2011

There is no doubt that distribution channels and services greatly satisfy consumers' desires. Lots of products and services, stimulate consumers to purchase products to relieve their depressed feeling/stress temporarily, leading them gradually to a shopping addiction. Shopping addiction generates lots of problems, damaging not only consumers themselves but also other consumers and the entire society. Therefore, the purposes of this study were 1) to examine psychological factors that affected addictive shopping orientation of consumers, 2) to explore the effects addictive shopping orientation on the post-purchase emotions(positive emotion/negative emotion), 3) to examine the effect of post-purchase emotions on post-purchase behaviors (repurchasing/refund and exchange/negative word of mouth). 4) the study explored the differences in terms of effects of addictive shopping orientations on post-purchase emotions and behaviors, depending on the retailing channel (online and off line). The study performed a questionnaire survey for female adults older than 18 years old, living Seoul and Pusan areas. By using 404 copies for questionnaires, factor analysis, reliability analysis, and Amos 7.0 were used for the data analysis. It was found that psychological variables, self-esteem, compensatory buying and impulsiveness, had significant effects on addictive shopping orientations. Addictive shopping orientations affect both positive and negative post-purchase emotions in case of off-line shopping. Negative post-purchase emotions have higher impact on the postpurchase behaviors than positive post-purchase emotions.

• Journal of Korean Home Economics Education Association
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• v.17 no.2
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• pp.29-47
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• 2005

In this study. we tried to provide basic materials for teachers to develop consumer's guide of internet shopping for middle and high school students through surveying their Purchase realities, clothing purchase behaviors. and clothing purchase attitudes when they use internet shopping mall. The questionaires were distributed to middle and high school students in Seoul, Daegu, Kyunggi, Chungbuk, Chungnam, Kyungbuk, and Kyungnam November, 2004. The followings are the results of this study. First, clothing items which were bought in internet shopping malls were shirts. shoes, pants, bags in order and they were below $20,000\~30,000$ won. Main payment method used was sending money to seller's account. Second, clothing purchase satisfaction degree was comparatively high but the satisfaction degree for the compensation policy was low. If they had any claims for the products. they were likely to behave more actively than passively. Third. returned items were shirts, pants, shoes in order which are the same as purchasing items and they were due to the size and the difference between the products recognised by computer screen and the real products. The $89.0\%$ of the subjects who have purchased clothing through internet expressed high intention to purchase in the future through internet. Forth the degree of attitude toward the internet shopping concerned with clothing purchase was high in the factor of 'convenience of shopping', especially they thought that the purchase through internet had the advantage of varieties and prices. The significant differences were found (1) in the experience of purchase and clothing purchase through internet according to their regions. school years, allowances per month, (2) in the purchased items through internet according to only their sexes, and (3) in the desired Purchase items through internet according to school years, their sexes. regions. The more frequently the middle and high school students use internet, the more goods they purchase through internet, especially the portion of the purchased clothing is getting bigger year by year. This suggests that we need to develope well-organized programs to teach good consumer's attitude to the middle and high school students when they purchase through internet.

• Fashion & Textile Research Journal
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• v.12 no.6
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• pp.745-754
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• 2010

This study is to find return factors when modern consumers purchase goods from an internet shopping mall and then to analyze the characteristics of complaints act and information search behavior. Subjects of research are 245 men and women, who have experience with more than one return in internet fashion shopping mall, in their twenties. The data were analyzed by using Factor analysis, Cronbach's analysis, one-way ANOVA, Duncan test as a post identification, Pearson's correlation analysis and multiple regression analysis. The results of this study are that male and female consumers in their 20s are mainly aware of the return factors: impulse buying, product status, deliver service, service after purchase, hype and comfortableness. And complains behavior often conduct public action, private action, nonaction. Information search behaviors for risk reduction when they purchase are product comparison, oral information search, neutral marketing information search, and service information search. The return factor from the internet fashion shopping had the greatest impact on public action and deliver services factor was a big complaint. In addition, impulse buying & Hype affect private action and non-action is influenced by impulse purchase. The consumer types by the return factors in internet fashion shopping mall are classified into the return group by deliver service, the return group by complex factors, and the return group by product status. Furthermore, there are significant differences in complaining behavior among these groups. In the information search behavior for reduction of risk factors, the return group by complex factors did more active information search behavior than the other groups. The return group by deliver service searched oral information and the return group by product status explored the neutral marketing information.