In recent years managers of marketing organizations have increasingl complained that customer fraud is having a significant negative impact о profits. Marketing managers have observed evidence that customers stee or consume goods without payment, using strategies of deceit that bypas traditional deterrence efforts established for in-store shoplifting. Howeve they do not have specific information on the variety of fraudulent acts th? customers commit, the methods that render these acts successful, and гег sons customers commit fraud. Marketers in some industries, such as the ir surance industry/ are under directives from the federal government t devise ways to deter customer fraud.

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