Customer Fraud and Business Responses : Let the Marketer Beware.

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Bibliographic Details
Main Author:	Tian, Kelly Tepper
Other Authors:	Keep, Bill
Format:	eBook
Language:	English
Published:	Westport : Greenwood Publishing Group, Incorporated, 2001.
Subjects:	Retail trade > Security measures > United States. Business losses > United States > Prevention. Inventory shortages > Prevention. Business losses > Prevention Inventory shortages > Prevention Retail trade > Security measures United States
Online Access:	Click for online access

Table of Contents:

Contents
illustrations
preface
i the emergence of customer fraud activity
1 let the seller beware
2 the social environment that encourages customer fraud
3 customer fraud as a form of resistance to modern businesses
ii customer fraud acts
4 product acquisition fraud
5 product return fraud
6 service acquisition fraud
7 fraud in the use of sales promotions
8 fraud in negotiations
9 fraud facilitated by employees
10 summary of managerial insights suggested by customer fraud acts
iii how customer fraud acts succeed
11 MARKETERSâ€? PRACTICES THAT ARE VULNERABLE TO CUSTOMER FRAUD12 CUSTOMERSâ€? FRAUD METHODS THAT PREY ON MARKETERSâ€? VULNERABILITIES
IV THE SEQUENCE OF EVENTS LEADING TO CUSTOMER FRAUD AND TO REPEAT FRAUD
13 CUSTOMERSâ€? FIRST THOUGHTS OF COMMITTING FRAUD
14 CUSTOMERSâ€? POST- FRAUD FEELINGS, JUSTIFICATIONS, AND DISCUSSIONS WITH OTHERS
15 MANAGERIAL INSIGHTS SUGGESTED BY THE PROCESS OF COMMITTING CUSTOMER FRAUD
APPENDIX: GETTING CUSTOMERS TO DISCLOSE FRAUD STORIES
REFERENCES
INDEX

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