LEADER 05135nam 22006494a 450 001 9910974878403321 005 20200520144314.0 010 $a9781429475440 010 $a1429475447 010 $a9780313075926 010 $a0313075921 035 $a(CKB)1000000000001932 035 $a(EBL)3000741 035 $a(OCoLC)923557610 035 $a(SSID)ssj0000278439 035 $a(PQKBManifestationID)11205362 035 $a(PQKBTitleCode)TC0000278439 035 $a(PQKBWorkID)10246200 035 $a(PQKB)11689106 035 $a(Au-PeEL)EBL3000741 035 $a(CaPaEBR)ebr10020869 035 $a(MiAaPQ)EBC3000741 035 $a(Perlego)4203082 035 $a(EXLCZ)991000000000001932 100 $a20010619d2002 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aCustomer fraud and business responses $elet the marketer beware /$fKelly Tian and Bill Keep 205 $a1st ed. 210 $aWestport, Conn. $cQuorum Books$d2002 215 $a1 online resource (269 p.) 300 $aDescription based upon print version of record. 311 08$a9781567203875 311 08$a1567203876 320 $aIncludes bibliographical references (p. [239]-248) and index. 327 $aCONTENTS; 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 MARKETERS' PRACTICES THAT ARE VULNERABLE TO CUSTOMER FRAUD 327 $a12 CUSTOMERS' FRAUD METHODS THAT PREY ON MARKETERS' VULNERABILITIESIV THE SEQUENCE OF EVENTS LEADING TO CUSTOMER FRAUD AND TO REPEAT FRAUD; 13 CUSTOMERS' FIRST THOUGHTS OF COMMITTING FRAUD; 14 CUSTOMERS' 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 330 8 $aFrom remarkably frank and credible responses to their comprehensive research questionnaire, Tian and Keep provide a unique, wide ranging catalogue of frauds that customers perpetrate on businesses--and what marketers can do to combat it. They were able to receive and analyze more than 250 written descriptions-- a 71% response rate! --of the acts that customers committed and the methods they used. Instead of merely a checklist, Tian and Keep obtained their data in the customers' own words, resulting in highly detailed and reliable insights into why customers did what they did. They find that customer fraud has emerged as a form of guerilla warfare against companies, that it is adapted to specific situations, and that underlying customers' motivation is a need to get even. Ethics has little do with it. In fact, some respondents even asserted that they had an obligation to commit fraud: they did it to retaliate against what they perceived as unethical acts that businesses committed against them. The result is a rare documentation of the specifics of fraud, how it threatens not only business but entire economies, and the actions--bold and subtle--that marketers can take in self-protective response. Not only will corporate management, particularly in marketing, get detailed descriptions of their customers' fraud strategies and tactics, but they will also receive insights into where they are vulnerable and why. Tian and Keep show that fraud has become so socially acceptable among middle class customers that they are willing to share their tactics, strategies, and secrets with their friends. With this as their foundation, the authors give practitioners an arsenal of detection and deterrence methods. Equally important, they provide ways to implement them without alienating their other, blameless customers. They also show marketers what they can do to reestablish trust in their marketing exchanges with customers, and improve relationships in ways that will diminish (if not fully eliminate) the incidence of fraud. For management generally as well as marketers in companies of all sizes and type, Tian's and Keep's book is essential, engrossing, and useful reading. 606 $aRetail trade$xSecurity measures$zUnited States 606 $aBusiness losses$zUnited States$xPrevention 606 $aInventory shortages$xPrevention 615 0$aRetail trade$xSecurity measures 615 0$aBusiness losses$xPrevention. 615 0$aInventory shortages$xPrevention. 676 $a658.4/73 700 $aTian$b Kelly$0801050 701 $aKeep$b Bill$01813922 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910974878403321 996 $aCustomer fraud and business responses$94367429 997 $aUNINA