@article{a41391c314974a588a0b9ed2a22f9e51,
title = "Employees' decision making in the face of customers' fuzzy return requests",
keywords = "Compliance, Fuzzy requests, Legitimacy, Motivated reasoning, Retail returns, Role theory, Script theory",
author = "Sijun Wang and Beatty, \{Sharon E.\} and Jeanny Liu",
year = "2012",
month = nov,
doi = "10.1509/jm.10.0529",
language = "English",
volume = "76",
pages = "69--86",
journal = "Journal of Marketing",
issn = "0022-2429",
publisher = "Sage Publications",
number = "6",
}