information provision in a vertically differentiated competitive marketplace this paper examines the interaction of information provision product quality and pricing decisions by competitive firms to explore the following question in a competitive market where consumers face uncertainty about product quality and or their preference for quality which firms those that sell higher or lower quality products have the higher incentive to provide what type of information we find that while the higher quality firm should always provide information resolving consumer uncertainty on product quality the lower quality firm under certain conditions will have the higher incentive to and will be the one to provide information resolving consumer uncertainty about their quality preferences in the analysis we trace the latter result to competition and to free riding on the information provision specifically in a monopoly market or when consumer free riding is restricted by the costliness of store visits the lower quality firm would have a lower incentive to provide information resolving consumer preference uncertainty than otherwise the model is also adapted to examine product returns as a possible strategy of information provision

reverse channel design the case of competing retailers the economical and environmental benefits of product remanufacturing have been widely recognized in the literature and in practice in this paper we focus on the interaction between a manufacturers reverse channel choice to collect postconsumer goods and the strategic product pricing decisions in the forward channel when retailing is competitive to this end we model a direct product collection system in which the manufacturer collects used products directly from the consumers e g print and copy cartridges and an indirect product collection system in which the retailers act as product return points e g single use cameras cellular phones we first examine how the allocation of product collection to retailers impacts their strategic behavior in the product market and we discuss the economic trade offs the manufacturer faces while choosing an optimal reverse channel structure when a direct collection system is used channel profits are driven by the impact of scale of returns on collection effort whereas in the indirect reverse channel supply chain profits are driven by the competitive interaction between the retailers subsequently we show that the buy back payments transfered to the retailers for postconsumer goods provide a wholesale pricing flexibility that can be used to price discriminate between retailers of different profitability

signaling quality with a money back guarantee the role of transaction costs direct marketing is witnessing explosive growth as consumers increasingly purchase products from their homes their ability to judge the quality of products they buy is significantly reduced in this paper we study how money back guarantees can signal product quality in such environments we interpret product quality broadly to mean both the level of attributes promised as well as the firm s consistency in delivering on those promises key aspects of our formulation are the explicit consideration of transaction costs and alternative signals of product quality transaction costs are the costs the seller or buyer faces when redeeming a money back guarantee we show that money back guarantees signal quality by exploiting the higher probability of returns for a lower quality product and the attendant higher transaction costs however if the seller s transaction costs are very large then there are less costly ways to signal namely charging a high price we compare the signaling performance of 1 price 2 price with uninformative advertising and 3 price with a money back guarantee whereas uninformative advertising does not work at all in our model under certain conditions a money back guarantee is necessary to signal and under other conditions a money back guarantee is a useful supplement to price

service escape profiting from customer cancellations this paper explores the benefits of letting customers escape from prepurchased service contracts by offering refunds for cancellations we show that such a policy creates opportunities for multiple selling in a capacity constrained service i e collecting cancellation fees from advance buyers who cancel and then reselling the freed slots the better the alternative that motivates a cancellation the more profitable is a refund for cancellations policy compared with a no refund policy that locks in customers in contrast to previous research on money back guarantees for durable goods we show that offering refunds for service cancellations can be profitable 1 without charging a higher price compared with a no refund policy and 2 even when advance buyers would be willing to abandon the service for no refund also service providers should decrease rather than increase the customer hassle cost of cancellations our research also suggests a new profit advantage of advance selling i e capturing some of the consumer added surplus created when customers find new alternatives and are therefore willing to pay a fee to terminate the prepurchased contract finally yield management research typically assumes exogenous no shows by advance buyers we suggest that offering refunds for cancellation reduces the need to reserve capacity for high paying customers and improves capacity utilization

refunds and returns in a vertically differentiated industry abstract firms frequently offer refunds both when physical products are returned and when service contracts are terminated prematurely we show how refunds act as a metering device when consumers learn about their personal valuation while experimenting with the product or service our theory predicts that low quality firms offer inefficiently strict terms for refunds while high quality firms offer inefficiently generous terms this may help to explain the observed variety in contractual terms

returns policies between channel partners for durable products many durable products with relatively short selling seasons have been using returns policies between manufacturers and retailers as the contractual protocol for some time recently these sectors have witnessed the growing popularity of peer to peer web based used goods markets as important transaction channels between buyers and sellers given that these two issues are critically linked from both supply and demand perspectives in this paper we study the role that consumer valuation of used products plays in shaping a manufacturer s incentive to offer a returns policy option to a retailer when used goods might be devalued compared to new ones as a result of physical deterioration or obsolescence we do so through a two period dyadic channel framework where the retailer faces uncertain demand for a durable product from a renewable set of customers who are impatient but forward looking the manufacturer on the other hand needs to decide whether or not to offer a returns contract to the retailer we first characterize the necessary and sufficient condition under which a returns contract is the equilibrium strategy as well as the corresponding channel decisions further analysis of this condition reveals that a higher consumer valuation of used products increases the likelihood of a returns contract being the equilibrium strategy this result seems to be robust except when the potential demands for the two periods are quite deterministic and uncorrelated however it contradicts the burgeoning managerial trend to replace returns contracts with price only ones in sectors where used goods are valued relatively highly by the consumers we also discuss how used goods markets affect the equilibrium channel decisions as well as how demand uncertainty and logistics costs associated with returns influence the equilibrium contracting strategy

a search model of costly product returns abstract this paper analyses a market in which consumers buy horizontally differentiated products without knowing their exact valuations by paying return costs the consumers may return less preferred items and obtain refunds the consumers shop sequentially and their shopping strategy is similar to the search strategy of a consumer in a sequential costly search model thus the pricing strategies of firms are identical to those in a price directed sequential search model price competition is more intense and the symmetric equilibrium price is lower when returns are costlier as a result consumer surplus is increasing in the return cost

managing consumer returns in a competitive environment this paper investigates the pricing and restocking fee decisions of two competing firms selling horizontally differentiated products we model a duopoly facing consumers who have heterogeneous tastes for the products and who must experience a product before knowing how well it matches with their preferences the analysis yields several key insights restocking fees not only can be sustained in a competitive environment but also are more severe when consumers are less informed about product fit and when consumers place a greater importance on how well products attributes fit with their preferences we compare the competitive equilibrium prices to a scenario in which consumers are certain about their preferences and find conditions defining when consumer uncertainty results in higher equilibrium prices comparison to a monopoly setting yields a surprising result equilibrium restocking fees in a competitive environment can be higher than those charged by a monopolist this paper was accepted by jagmohan s raju marketing

customer return policies for experience goods this paper studies the economic rationale for customer return policies by focusing on the experience goods aspect of many products return policies allow consumers to defer their purchasing decisions until after they gain some experience with goods in so doing they insure consumers against ex post loss which allows a monopoly seller to charge more than otherwise it is shown that the seller adopts the return policy when consumers are highly risk averse or retail costs are high consumers are strictly better off under the return policy but there is too little adoption of the policy in equilibrium copyright 1996 by blackwell publishing ltd

the impact of market friendly reforms on credit and land markets in honduras and nicaragua summary this article explores the impacts on credit access and agrarian structure of land market liberalization policies undertaken in honduras and nicaragua during the 1990s like liberalization efforts pursued in many latin american countries these market friendly reforms were designed to activate land transfers and enhance agricultural efficiency in large part by improving the access of the rural poor to both credit and land markets panel data sets gathered in honduras and nicaragua are used to compare title credit and land access patterns before and after the reforms descriptive nonparametric regression analyses show that despite major gains in titling across the land size spectrum and some increase in land market activity the other hoped for improvements in credit and land access did not occur and appear unlikely to occur without further policy attention to credit markets

service cancellation and competitive refund policy although previous research demonstrates the profitability of partial refund policies in a monopoly setting there is a certain lack of ubiquity in practice about these refunds in competitive service markets this raises the question of how a partial refund policy may work and whether it is even sustainable in a competitive environment this study investigates how competition may influence the profitability and the equilibrium choice of refund policies it is shown that partial refunds may endogenously change the nature of strategic interaction between service providers from local monopolies into a competition regime which moderates the gains from exploiting the efficiency enhancing effect of partial refunds a whole range of pure strategy equilibria can be obtained as a result of the interplay between the efficiency improving and the competition intensifying effects when the capacity is small large such that the efficiency improving the competition intensifying effect is dominant both firms in equilibrium follow identical partial zero refund policies moreover interestingly the symmetric firms may end up in an asymmetric equilibrium in which one firm follows a partial refund policy and the other adopts a zero refund policy

consumer uncertainty and purchase decision reversals theory and evidence this research examines how prepurchase information that reduces consumer uncertainty about a product or service can affect consumer decisions to reverse an initial product purchase or service enrollment decision one belief commonly held by retailers is that provision of greater amounts of information before the purchase reduces decision reversals we provide theory and evidence showing conditions under which uncertainty reducing information provided before the purchase decision can actually increase the number of decision reversals predictions generated from an analytical model of consumer behavior incorporating behavioral theory of reference dependence are complemented by empirical evidence from both a controlled behavioral experiment and econometric analysis of archival data combined the theory and evidence suggest that managers should be aware that their information provision decisions taken to reduce decision reversals may actually increase them data as supplemental material are available at http dx doi org 10 1287 mksc 2015 0906

price competition and co operation in a duopoly closed loop supply chain abstract this paper studies co operation and competition issues in a closed loop supply chain the supply chain comprises of two manufacturers who compete for selling their new product as well as for collection of the used products for remanufacturing through a common retailer to analyze the situation mathematical models are developed here for three different cases i non co operative system ii channel co operative system and iii global co operative system for each of the cases we have characterized optimal wholesale price and fraction of collection of used product to draw more managerial insights we also examine the sensitivity of various parameters such as market size acquisition cost and transfer price on total channel profit a numerical study is carried out to illustrate the model and the results reveal that global co operative system is the best among all the three cases considered here weighted shapely value mechanism is used for sharing of surplus generated in the system due to channel co operation

optimal reverse channel structure for consumer product returns consumers often return a product to a retailer because they learn after purchase that the product does not match as well with preferences as had been expected this is a costly issue for retailers and manufacturers in fact it is estimated that the u s electronics industry alone spent 13 8 billion dollars in 2007 to restock returned products lawton c 2008 the war on returns wall street journal may 8 d1 the bulk of these returns were nondefective items that simply were not what the consumer wanted to eliminate returns and to recoup the cost of handling returns many retailers are adopting the practice of charging restocking fees to consumers as a penalty for making returns this paper employs an analytical model of a bilateral monopoly to examine the impact of reverse channel structure on the equilibrium return policy and profit more specifically we examine how the return penalty is affected by whether returns are salvaged by the manufacturer or by the retailer interestingly we find that the return penalty may be more severe when returns are salvaged by a channel member who derives greater value from a returned unit also the manufacturer may earn greater profit by accepting returns even if the retailer has a more efficient outlet for salvaging units

the cost of short selling liquid securities standard models of liquidity argue that the higher price for a liquid security reflects the future benefits that long investors expect to receive we show that short sellers can also pay a net liquidity premium if their cost to borrow the security is higher than the price premium they collect from selling it we provide a model free decomposition of the price premium for liquid securities into the net premiums paid by both long investors and short sellers empirically we find that short sellers were responsible for a substantial fraction of the liquidity premium for on the run treasuries from november 1995 through july 2009

consumer loss aversion product experimentation and tacit collusion abstract two firms compete to attract loss averse consumers that are uncertain about how well the goods on sale fit their needs to resolve valuation uncertainty firms can allow prospective customers to test experiment their products before purchase we investigate firms dynamic incentives to allow experimentation and analyze the resulting effects on the profitability and the stability of tacit collusion depending on the regulatory regime in place i e whether experimentation is forbidden mandated or simply allowed but not imposed laissez faire the degree of loss aversion has ambiguous effects both on the profits that firms can achieve through tacit collusion and on the stability of these agreements while in static environments consumer welfare is always maximized by a policy that forbids experimentation the opposite happens in a dynamic environment

product diversion to a direct competitor a manufacturer will often limit competition among downstream partners by authorizing only a select group of retailers to carry its product however it is not uncommon for authorized retailers to create an additional competitor by diverting units to an unauthorized seller this paper presents an analytical model that demonstrates how diversion from authorized retailers to an unauthorized direct competitor can occur under circumstances not considered by the prior literature in fact diversion can represent a prisoner s dilemma whereby retailers diminish their own profit by selling to the unauthorized direct seller the authorized retailer s profit loss actually increases as the per unit diversion costs incurred by the authorized retailer decrease the model also shows that the unauthorized direct seller earns greater profit by strategically procuring a unilaterally constraining quantity even though this procurement strategy results in an equivalent increase in the quantity sold by the retailers combined the results identify a new reason for diversion and its consequences for retailers and the unauthorized direct seller

the impact of customer returns and bidirectional option contract on refund price and order decisions abstract this study investigates the impacts of customer returns and a bidirectional option contract on a newsvendor firm s refund price and order decisions the stochastic demand is refund price sensitive we show that the optimal refund price increases with the option price and decreases with both the wholesale and exercise prices while the optimal order quantity increases with the exercise price but decreases with both the wholesale and option prices furthermore we illustrate that in the presence of customer returns the optimal refund price and order quantity decrease the firm should cut the refund price and order more products if a bidirectional option contract is available we identify the conditions under which a firm should offer a full partial or no refund policy we also show that a bidirectional option contract can reduce the negative impact of customer returns and enhance the firm s profit especially under high demand uncertainty

the effect of return and price adjustment policies on a retailer s performance abstract product returns cost retailers billions of dollars annually consumers return products they are dissatisfied with and may return and repurchase products in order to obtain a discount when temporary price drops occur in this paper we analyze the effect of return policies durations on retailers who offer periodic discounts and those that do not we also examine the effects of offering a price adjustment protection policy and its optimal duration we compare policies in which money back refunds are given versus those where noncash refunds e g gift cards are used we find that using noncash refunds can significantly reduce the cost of providing a return policy and may even make such a policy profitable we also find that for retailers who already offer consumers periodic price discounts offering a price adjustment policy with the same duration as the return policy can be optimal and can considerably reduce the cost of the return policy the later assertion holds even if the price adjustment protection does not lead to an increase in demand

new like new or very good reputation and credibility we show that sellers may earn reputation for their ability to deliver high quality goods on average by honestly announcing the realised quality of items for sale every period as the expected revenue stream from continuing with honest communication increases with their ability high ability sellers remain honest while low ability sellers find it too costly and sometimes lie about quality for short term gain thus cheap talk communication facilitates the market s learning of a seller s ability and strengthens reputation effects we study this new reputation mechanism and the induced market dynamics first when sellers cannot restart with a new identity and then when they can we extend the analysis to various other situations such as voluntary refund and moral hazard