Washington Post How free online returns can spark shopper loyalty Commentary by James G. Maxham III, a professor of commerce at the University of Virginia McIntire School of Commerce, and Amanda B. Bower, professor of business administration at Washington and Lee University. http://www.washingtonpost.com/business/how-free-online-returns-can-spark-shopper-loyalty/2012/12/20/8379a744-42f5-11e2-9648-a2c323a991d6_story.html