An investigation into critical service determinants of customer to business (C2B) type product returns in retail firms

2016 ◽  
Vol 46 (6/7) ◽  
pp. 606-633 ◽  
Author(s):  
Kamrul Ahsan ◽  
Shams Rahman
Keyword(s):  
Support Service ◽  
Product Returns ◽  
Senior Managers ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Customer Support ◽  
Reference Guide ◽  
Set Up ◽  
Returns Management ◽  
User Friendly

Purpose – In spite of regular occurrence of product returns, research into determinants of returns services in retail businesses is still limited. To fill the gap, the purpose of this paper is to investigate critical determinants of customer to business type product returns services in the retail industry. Design/methodology/approach – The authors develop a framework of product returns services that consists of three major service categories and 16 returns service determinants. The criticality of the determinants of product returns management are assessed employing the analytic hierarchy process (AHP) based multi-criteria decision-making approach. Under AHP set up the authors interview retail operations managers of major retail firms in Australia to identify critical determinants of product returns services. Findings – Results indicate that the most important returns services dimensions are the way in which returns services are handled through interaction, and the outcome of service delivery. The top five critical service determinants of product returns are related to: communication support service for customer, money back for any type of returns, customer support access, user-friendly interaction, and product replacement. Originality/value – The findings of the study can be considered by senior managers of retail firms as a reference guide for designing efficient and effective returns service systems and developing strategies for competitive advantage through product returns, namely, customer retention.

A systematic review of e-tail product returns and an agenda for future research

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kamrul Ahsan ◽  
Shams Rahman
Keyword(s):  
Literature Review ◽  
Systematic Literature Review ◽  
Research Area ◽  
Future Research ◽  
Product Returns ◽  
Content Type ◽  
People Skills ◽  
New Research ◽  
Returns Management ◽  
The Impact

PurposeThis study conducts a systematic literature review of e-tail product returns research. E-tail product returns are essentially acquisition of products that have been sold through purely online or brick-and-click channels and then returned by consumer to business.Design/methodology/approachUsing a systematic literature review protocol, we identified 75 peer-reviewed articles on e-tail product returns, conducted bibliometric analysis and content analysis of the articles and summarised our findings.FindingsThe findings reveal that the subject of e-tail returns is a new research area; academics have started to investigate several aspects of e-tail returns through different research methodologies and theoretical foundations. Further research is required in leading e-commerce countries and on key areas such as omni-channel returns management, customer satisfaction and service, the impact of resources such as people skills, the benefits of technology and IT systems in managing e-tail returns.Practical implicationsThe study offers a summative account of current e-tail knowledge areas, which can serve as a reference guide for e-tailers to develop strategies for more efficient and competitive product returns.Originality/valueThis study contributes theoretically by developing clusters of key themes or knowledge areas about e-tail returns. It also provides a conceptual framework for e-tail returns management, which can be used as a springboard for further empirical research.

Exploring an adaptability approach: how creative return processors impact firm performance

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jennifer A. Espinosa ◽  
James Stock ◽  
David J. Ortinau ◽  
Lisa Monahan
Keyword(s):  
Empirical Evidence ◽  
Complex Adaptive Systems ◽  
Adaptive Systems ◽  
Online Survey ◽  
Theoretical Perspective ◽  
Product Returns ◽  
Content Type ◽  
Underlying Mechanisms ◽  
Returns Management ◽  
The Relationship

PurposeThe authors explore complex adaptive systems (CAS) theory as an updated theoretical perspective for managing product returns that better matches the chaotic nature of recent consumer behaviors. CAS theory highlights the importance of agents who create and self-organize to help systems adapt in unpredictable environments.Design/methodology/approachThis research utilizes data collected from return managers in an online survey and applies regression analyses to estimate the influence of the focal variables.FindingsEmpirical evidence of the firm flexibility–firm adaptability link is established, and return processor creativity positively relates to this link. The firm flexibility–firm adaptability link fully mediates the relationship between return processor creativity and returns management performance and partially mediates the relationship between return processor creativity and relationship quality. Nonmediated effects were observed for turnover and revenue size.Practical implicationsManagers of returns who embrace an adaptability approach become facilitators of returns by supporting processor creativity. Enhancing the autonomy of processors in their day-to-day work increases the knowledge-creation capabilities of the firm, which helps the firm move forward and adapt in an uncertain environment.Originality/valueThis research presents empirical evidence of the underlying mechanisms of CAS theory in the product returns context by studying processor agents and argues that CAS theory better fits the current dynamics of the product returns environment. Further, this paper extends work by Espinosa et al. (2019) and Nilsson (2019) by studying how a specific human characteristic – creativity – impacts product returns management.

An integrated dynamic intuitionistic fuzzy MADM approach for personnel promotion problem

Kybernetes ◽  
2015 ◽  
Vol 44 (10) ◽  
pp. 1422-1436 ◽  
Author(s):  
Ozkan Bali ◽  
Metin Dagdeviren ◽  
Serkan Gumus
Keyword(s):  
Fuzzy Set ◽  
Success Factors ◽  
Intuitionistic Fuzzy Set ◽  
Senior Managers ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Dynamic Evaluation ◽  
Intuitionistic Fuzzy ◽  
Qualified Personnel ◽  
Fuzzy Madm

Purpose – One of the key success factors for an organization is the promotion of qualified personnel for vacant positions. Especially, the promotion of middle and senior managers play an important role in terms of organization’s success. In personnel promotion problem in which the candidates are nominated within the organization and they have been working for a specific period of time and are known in their organization, the candidates should be evaluated based on their recent as well as past performances to make right selection for the vacant position. For this reason, the purpose of this paper is to propose an integrated dynamic multi-attribute decision-making (MADM) model based on intuitionistic fuzzy set for solving personnel promotion problem. Design/methodology/approach – The proposed model integrates analytic hierarchy process (AHP) technique and the dynamic evaluation by intuitionistic fuzzy operator for personnel promotion. AHP is employed to determine the weight of attributes based on decision maker’s opinions, and the dynamic operator is utilized to aggregate evaluations of candidates for different years. Atanassov’s intuitionistic fuzzy set theory is utilized to represent uncertainty and vagueness in MADM process. Findings – A numerical example is presented to show the applicability of the proposed method for personnel promotion problem and a sensitivity analysis is conducted to demonstrate efficiency of dynamic evaluation. The findings indicate that the varying weights of years employed determined the best candidate for promotion. Originality/value – The novelty of this study is defining personnel promotion as a MADM problem in the literature for the first time and proposing an integrated dynamic intuitionistic fuzzy MADM approach for the solution, in which the candidates are evaluated at different years.

Case studies and comparison between two models for assessing library service quality

2018 ◽  
Vol 36 (6) ◽  
pp. 1099-1113 ◽  
Author(s):  
Qingkui Xi ◽  
Heng Zhao ◽  
Yitao Hu ◽  
Yunjuan Tong ◽  
Ping Bao
Keyword(s):  
Service Quality ◽  
Case Studies ◽  
Evaluation Model ◽  
University Libraries ◽  
Library Service ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Chinese University ◽  
Set Up

Purpose This study aims to describe case studies of two models, LibQUAL+ and a model based on the analytic hierarchy process (AHP), used to assess library service quality and compare the two assessment models. Design/methodology/approach First, an AHP-based evaluation model is set up to assess library service quality, following which the model is adapted to assess the service quality of Nanjing Agricultural University Library. Second, a modified LibQUAL+ model is created and implemented in the form of a questionnaire survey to assess the library service quality of the same library. Finally, the two assessment models are compared. Findings The results of the two case studies indicate that LibQUAL+ is suitable for assessing Chinese university libraries after modified, and the library AHP model is more suitable for comparing libraries in China between themselves. Originality/value This paper uses two methods for assessing library service quality; this should prove to be helpful for the librarians interested in assessing the service quality of Chinese university libraries.

The combined effect of product returns experience and switching costs on B2B customer re-purchase intent

2017 ◽  
Vol 32 (5) ◽  
pp. 664-676 ◽  
Author(s):  
Ivan Russo ◽  
Ilenia Confente ◽  
David M. Gligor ◽  
Nicola Cobelli
Keyword(s):  
Customer Satisfaction ◽  
Customer Value ◽  
Switching Costs ◽  
Qualitative Inquiry ◽  
Purchase Intent ◽  
Structured Interviews ◽  
Product Returns ◽  
Content Type ◽  
Repurchase Intent ◽  
Returns Management

Purpose This study investigated business-to-business (B2B) repeated purchase intent and its relationships with customer value and customer satisfaction. Additionally, it explored the link between willingness to purchase again, switching costs and product returns management. Modern customers are more likely to switch suppliers; however, previous research suggests that this behaviour can be attenuated by a robust returns management experience. The purpose of this study was to provide a revised model of B2B repeated purchase intent that integrates the concept of product returns management and switching costs with existing B2B customer repurchase intent models. Design/methodology/approach First, a qualitative inquiry based on semi-structured interviews was conducted to test and develop a quantitative survey. Then a survey was then sent to business owners operating in the audiology industry. Finally, there were 317 responses. Findings The authors reveal the complex relationship between returns management and repeated purchase intent. Specifically, the authors’ results indicate that the effect of product returns on repurchase intent is opposite to the effect of customer value, depending on the value of customer value. The authors’ findings indicate that even when switching costs are low, firms can positively impact the intent to purchase again in the future if they increase the level of customer satisfaction. In addition, the authors’ findings indicate that in the context of B2B a high/low level of customer satisfaction does not trigger a positive effect of managing product returns on repurchase intent. Originality/value This study was the first to introduce the concept of product returns management to research on B2B repurchase intent.

Value creation and appropriation in product returns management

2017 ◽  
Vol 28 (3) ◽  
pp. 821-840 ◽  
Author(s):  
G. Peter Dapiran ◽  
Booi H. Kam
Keyword(s):  
Value Creation ◽  
Primary Data ◽  
Structured Interviews ◽  
Product Returns ◽  
Value Drivers ◽  
Content Type ◽  
External Process ◽  
Relational Factors ◽  
Key Drivers ◽  
Returns Management

Purpose Product returns management (PRM) is a core supply chain management process. Though the importance of value creation and appropriation is acknowledged, extant studies on value in product returns tend to be limited to the residual asset value (cost recovery) of the returned products. Further, value discussion in PRM is limited to the value implications for a single party in the returns transaction rather than all the product returns chain entities. The purpose of this paper is to explore value creation and appropriation in a triad of supplier-retailer-3PL in the product returns chain. Design/methodology/approach The study uses an inductive qualitative approach. Semi-structured interviews with executives in a triad of organisations formed the primary data source for the study. Findings The paper identifies six value drivers and develops a value creation and appropriation framework. It shows that facilitation, value orientation, process alignment and relational factors are key drivers of value creation and appropriation in PRM. Research limitations/implications The findings reinforce the view that value creation and appropriation are the outcomes of multi-party interactions in a product return chain. The framework presented contributes to the literature by showing the linkages amongst key drivers. Practical implications The findings show the important role of external process facilitation and how a 3PL contributes to value creation in a triadic relationship. Originality/value Research based on a triadic product returns chain is a unique dimension of this study.

Benchmarking of product recovery alternatives in reverse logistics

2016 ◽  
Vol 23 (2) ◽  
pp. 406-424 ◽  
Author(s):  
S. K. Sharma ◽  
S.S. Mahapatra ◽  
M.B. Parappagoudar
Keyword(s):  
Decision Making ◽  
Reverse Logistics ◽  
Product Recovery ◽  
Decision Makers ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Multiple Decision Makers ◽  
Novel Approach ◽  
Objective And Subjective Weights ◽  
Set Up

Purpose – Selection of best product recovery alternative in reverse logistics (RL) has gained great attention in supply chain community. The purpose of this paper is to provide a robust group decision-making tool to select the best product recovery alternative. Design/methodology/approach – In this paper, fuzzy values, assigned to various criteria and alternatives by a number of decision makers, are converted into crisp values and then aggregated scores are evaluated. After obtaining experts’ scores, objective and subjective weights of the criteria have been calculated using variance method and analytic hierarchy process, respectively. Then integrated weights of criteria are evaluated using different proportions of the two weights. The superiority and inferiority ranking (SIR) method is then employed to achieve the final ranking of alternatives. An example is presented to demonstrate the methodology. Findings – The proposed methodology provides decision makers a systematic, flexible and realistic approach to effectively rank the product recovery alternatives in RL. The alternatives can easily be benchmarked and best recovery strategy can be obtained. The sensitivity analysis carried out by changing different proportion of objective and subjective weights reveals that best ranking alternative never changes and proves the robustness of the methodology. The present benchmarking framework can also be used by decision makers to simplify any problem which encounters multi-attribute decision making and multiple decision makers. Research limitations/implications – The proposed methodology should be tested in different situations having varied operational and environmental conditions dealing with different products. A real case study from an industrial set up can help to assess the behavior of the proposed methodology. The presented methodology however can deal with such multi-disciplinary and multi-criteria issues in a simple and structured manner and ease the managers to select the best alternative. Originality/value – A novel approach for decision making taking into account both objective and subjective weights for criteria has been proposed to rank the best recovery alternatives in RL. The proposed methodology uses SIR method to prioritize the alternatives. As RL alternative selection is an important issue and involves both technical and managerial criteria as well as multiple decision makers, the proposed robust methodology can provide guidelines for the practicing managers.

Customer product returns – feedback and knowledge management

2019 ◽  
Vol 23 (2) ◽  
pp. 149-164 ◽  
Author(s):  
Alena Klapalová
Keyword(s):  
Knowledge Management ◽  
Management Practices ◽  
Business Processes ◽  
Current Knowledge ◽  
Soft Systems Methodology ◽  
Product Returns ◽  
Complex Situation ◽  
Systems Methodology ◽  
Content Type ◽  
Returns Management

Purpose The purpose of this paper is to provide a multidimensional understanding of the management of feedback from customer product returns and the management practices that lead to the occurrence of product returns in the context of knowledge management. The characteristics of product returns indicate that to manage them requires specific knowledge management, as the nature of their management is rather complex. Design/methodology/approach Understanding of feedback concept for the purpose of product returns avoidance management and its linkages with knowledge management through the theoretical review was performed first. Second, soft systems methodology (SSM) to analyze the very complex situation, as the product returns present, provided the conceptual framework for empirical research. The principles and best practices of SSM were followed and an analysis of documents together with the theoretical knowledge of feedback, product returns and knowledge management served as the basis for the action research. Findings The research highlighted the importance of knowledge management (even in a rather simple form) for the solution of the problematic situation and underlined the necessary interconnections between different areas of business processes management and the need to manage knowledge. It also showed that product returns act as important feedback for the whole organization. Originality/value This paper is the first attempt to apply current knowledge of the feedback construct into the knowledge and product returns management. It is also the first attempt to apply SSM to product returns management.

Construction of key model for knowledge management system using AHP‐QFD for semiconductor industry in Taiwan

2007 ◽  
Vol 18 (5) ◽  
pp. 576-597 ◽  
Author(s):  
S.C. Chen ◽  
C.C. Yang ◽  
W.T. Lin ◽  
T.M. Yeh ◽  
Y.S. Lin
Keyword(s):  
Knowledge Management ◽  
Quality Function Deployment ◽  
Semiconductor Industry ◽  
Analytic Hierarchy ◽  
Content Type ◽  
System Models ◽  
Measurement Analysis ◽  
Performance Matrix ◽  
Set Up ◽  
Evaluation Matrix

PurposeThe purpose of this paper is to describe the construction of a key model for knowledge management (KM) systems using AHP‐QFD for the semiconductor industry in Taiwan.Design/methodology/approachThe performance evaluation matrix was modified to set up a standard performance matrix for system introduction. The importance weights of models related to KM via the analytic hierarchy process (AHP) and after consulting experts' opinions. The method of quality function deployment (QFD) was integrated for the system models of a KM system and correlation weights of key objectives to be improved.FindingsSeven key objectives need to be improved. Correlations between the key objectives to be improved and the KM system models are located via QFD for eight critically important models to be improved.Research limitations/implicationsIn this study, the questionnaires were e‐mailed to respondents sampled from the list of the Taiwan Semiconductor Industry Association (TSIA).Practical implicationsActual cases are investigated and a KM system prototype is established in this research to provide reference for the semiconductor industry when introducing a KM system.Originality/valueCompanies can evaluate the performance of system introduction rapidly and regulate their investments in resources efficiently using the measurement, analysis and improvement methods provided here so that the performance of introducing the KM system will be increased effectively at the lowest cost.

A Review of 21 iPad Applications for Augmentative and Alternative Communication Purposes

2012 ◽  
Vol 21 (2) ◽  
pp. 60-71 ◽  
Author(s):  
Ashley Alliano ◽  
Kimberly Herriger ◽  
Anthony D. Koutsoftas ◽  
Theresa E. Bartolotta
Keyword(s):  
Augmentative And Alternative Communication ◽  
Cost Effective ◽  
Alternative Form ◽  
Alternative Communication ◽  
Text To Speech ◽  
Reference Guide ◽  
Expressive Communication ◽  
Communication Needs ◽  
User Friendly ◽  
Ipad Applications

Abstract Using the iPad tablet for Augmentative and Alternative Communication (AAC) purposes can facilitate many communicative needs, is cost-effective, and is socially acceptable. Many individuals with communication difficulties can use iPad applications (apps) to augment communication, provide an alternative form of communication, or target receptive and expressive language goals. In this paper, we will review a collection of iPad apps that can be used to address a variety of receptive and expressive communication needs. Based on recommendations from Gosnell, Costello, and Shane (2011), we describe the features of 21 apps that can serve as a reference guide for speech-language pathologists. We systematically identified 21 apps that use symbols only, symbols and text-to-speech, and text-to-speech only. We provide descriptions of the purpose of each app, along with the following feature descriptions: speech settings, representation, display, feedback features, rate enhancement, access, motor competencies, and cost. In this review, we describe these apps and how individuals with complex communication needs can use them for a variety of communication purposes and to target a variety of treatment goals. We present information in a user-friendly table format that clinicians can use as a reference guide.

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