scholarly journals Customers' perceptions of returning items purchased online: planned versus unplanned product returners

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Timo Rintamäki ◽  
Mark T. Spence ◽  
Hannu Saarijärvi ◽  
Johanna Joensuu ◽  
Mika Yrjölä
Keyword(s):  
Management Strategies ◽  
Environmental Benefits ◽  
Structured Interviews ◽  
Bottom Line ◽  
Content Type ◽  
Return Policies ◽  
Prior Literature ◽  
Customer Returns ◽  
Returns Management ◽  
Customer Outcomes

PurposeThe purpose of this study is to address two issues relevant to those managing product returns: (1) how customers perceive the returning process and assessing the extent that these perceptions have on satisfaction with the organization, loyalty and word-of-mouth (WOM) and (2) are these outcomes moderated by whether customer returns were planned or unplanned?Design/methodology/approachThe data consisted of 21 semi-structured interviews (pilot study) and a quantitative survey (n = 384; main study) targeted at consumers who had bought fashion items online.FindingsQualitative insights revealed that perceptions of the returning experience are driven by monetary costs, convenience, stress and guilt. Quantitative findings showed that the returning experience explains return satisfaction for both planned and unplanned returners, and returning satisfaction explains overall satisfaction and WOM. The noteworthy difference concerns loyalty: although customers that planned to return items are more loyal to the organization, it is the unplanned returners whose loyalty can be significantly increased by better managing the returning process.Practical implicationsReturning products online is increasingly common and thus forms an important part of the customer's overall experience with an organization. Returns management can therefore drive key customer outcomes. Understanding the dynamics between the product return experience, return satisfaction and customer outcomes will help practitioners design and implement more informed returns management strategies. Measures are also presented that assess the cognitive and emotional aspects associated with returning products.Social implicationsReturning products is an increasingly important challenge for online retailers. Understanding what kinds of returning behaviors occur allows companies to design and execute better informed decisions to manage this phenomenon, not only for the sake of firm performance but also for societal and environmental benefits – the triple bottom line.Originality/valueWhile scholars have investigated the relationship between return policies (e.g. free vs fee) and profitability, no prior literature has examined the returning experience: how consumers perceive the returning process; motivations for their returns (whether returns were planned or not) and subsequent customer outcomes.

Residents’ attitudes toward tourism development at Al-Juhfa, Saudi Arabia

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ali Ahmad Algassim ◽  
Akhmad Saufi ◽  
Diswandi Diswandi ◽  
Noel Scott
Keyword(s):  
Saudi Arabia ◽  
Social Exchange ◽  
Social Exchange Theory ◽  
Tourism Development ◽  
Structured Interview ◽  
Environmental Benefits ◽  
Structured Interviews ◽  
Content Type ◽  
Negative Impacts ◽  
Residents Attitudes

Purpose Al-Juhfa is a small village located near Rabigh City, between Makkah and Madinah, Saudi Arabia, with significant archaeological and religious resources. The purpose of this paper is to examine residents’ attitudes toward tourism development at Al-Juhfa. Design/methodology/approach The qualitative study uses purposive interviewing to recruit informants. Data was collected using semi-structured interview and open-ended questions. Eight semi-structured interviews were made and a list of open-ended questions was distributed to 134 informants. All data were analysed and no new codes were found after the answer of the first 49 informants analysed. Findings The results show that residents’ attitudes toward tourism development in general were positive with residents expecting to receive economic, social and environmental benefits. Residents were aware of potential positive and negative impacts of tourism development and appeared to balance these in developing their attitudes. Tourism was seen to empower residents and the religiosity of the community influenced their perception of tourism development. Originality/value This study contributes to the literature by supporting the use of social exchange theory in this context and by recommending the inclusion of religiosity in further studies.

Minimisation and management strategies for refurbishment and renovation waste in Hong Kong

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ann T.W. Yu ◽  
Kelvin S.H. Mok ◽  
Irene Wong
Keyword(s):  
Hong Kong ◽  
Data Collection ◽  
Management Strategies ◽  
Government Support ◽  
Construction And Demolition Waste ◽  
Snowball Sampling ◽  
Structured Interviews ◽  
Demolition Waste ◽  
Content Type ◽  
The Government

PurposeThe capacity of landfills will reach saturation in the 2020s. There are more than 50,000 buildings in Hong Kong over 30 years old and which may require extensive refurbishment under the Mandatory Building Scheme. Additionally, most new owners/tenants tend to renovate their premises before moving in. Hence, there is an urgent need in Hong Kong, to explore strategies and measures to enable the development of effective refurbishment and renovation (R&R) waste management for such projects. The objectives of this paper are to investigate the process of R&R for identifying the perceived barriers and thereby the strategies for minimisation and management of R&R waste in Hong Kong.Design/methodology/approachDesktop study, semi-structured interviews, site observations and document reviews were used as the data collection methods to achieve the objectives of this research. Considering the nature and characteristics of the industry structure, the snowball sampling process was deployed for data collection. Thematic analysis and content analysis were used for data analysis. Waste minimisation and management strategies for R&R projects were then discussed and developed by the research team and a focus group meeting was held to validate the research findings. Six strategies were then proposed to the government.FindingsR&R projects contribute 10–20% of the construction and demolition waste. The barriers to recycling of R&R waste can be grouped into six major categories: (1) lack of sorting and storage spaces, (2) high cost, (3) insufficient government supporting policy, (4) complicated recycling processes, (5) immature recycling market and (6) insufficient public education. Also, six strategies are proposed in this study, which include (1) pre-refurbishment audit, (2) development of recycling market, (3) sea reclamation, (4) incineration, (5) government support and (6) education and research.Originality/valueThe strategies and measures proposed in this research could most adequately serve as reference for the government officials, building professionals and academic researchers. Such knowledge would make possible the development of effective strategies and measures for minimising and managing R&R waste.

scholarly journals Online retail returns management

2016 ◽  
Vol 46 (6/7) ◽  
pp. 584-605 ◽  
Author(s):  
Michael Bernon ◽  
John Cullen ◽  
Jonathan Gorst
Keyword(s):  
Management Strategies ◽  
Management Process ◽  
Online Retail ◽  
Content Type ◽  
Return Rates ◽  
Qualitative And Quantitative ◽  
Online Sales ◽  
Management Processes ◽  
Managerial Implications ◽  
Returns Management

Purpose – With the rapid growth of consumer sales being fulfilled through omni-channel retailing, the purpose of this paper is to explore the subsequent impact on the levels of consumer retail returns experienced through online sales and the emergent returns management strategies being affected by retailers in relation to network configuration and returns management processes. Design/methodology/approach – The authors uses a mixed methods approach from an interpretive perspective. It is appropriate to describe the approach in terms of convergent design, since the authors have collected both qualitative and quantitative data. Findings – Return rates for online retailing can be double those for stores, while return levels for “considered purchases” remain similar. The findings suggest that omni-channel returns management has yet to fully mature and the authors find challenges for network design and returns processes in offering a seamless solution. Research limitations/implications – For practitioners the authors identify a number of challenges and offer insights to improve performance in returns management process, while for academic colleagues the authors propose a number of avenues for further research both in the qualitative and quantitative fields. Originality/value – While a significant body of extant literature exists, in researching the generalized retail returns management process this paper make a contribution by addressing the emergent managerial implications of omni-channel retail returns.

The benefits and challenges of sustainable buildings in Prishtina, Kosovo

Facilities ◽  
2019 ◽  
Vol 37 (13/14) ◽  
pp. 1118-1152 ◽  
Author(s):  
Visar Hoxha ◽  
Fjolla Shala
Keyword(s):  
Construction Industry ◽  
Design Methodology ◽  
Energy Savings ◽  
Social Economic ◽  
Environmental Benefits ◽  
Structured Interviews ◽  
Sustainable Buildings ◽  
Content Type ◽  
Lack Of Information ◽  
Real Estate Management

Purpose The purpose of this paper is to study the benefits of construction of sustainable buildings and highlight the challenges of achieving sustainable buildings in Kosovo. The present paper not only focuses on social, economic and environmental benefits of the sustainable buildings viewed from the perspective of construction industry experts but also on the challenges that the construction industry in Kosovo faces in achieving sustainable buildings. Design/methodology/approach The present study uses a qualitative research method and semi-structured interviews as a research instrument. The present study interviews around 20 experts of real estate management, architecture, civil engineering and sustainability. Findings The present research finds that the citizens of Kosovo are not very well informed about the benefits of sustainable buildings due to lack of adequate promotion of such buildings. The present study finds that sustainable buildings from the view of construction professionals in Prishtina, Kosovo, have economic, social, and environmental benefits mainly in the form of energy savings, lower operational costs, reduction of pollution and CO2 emissions and better health and satisfaction of occupants. The challenges are mainly of economic, structural and organizational and regulatory character. Research limitations/implications The present study has great implications for the society and construction industry because it shows to the investors all the benefits of building and using sustainable buildings. The findings of the present study, to a certain extent, fill the gap of lack of information that the construction industry in Kosovo faces regarding the benefits and challenges of sustainable buildings. The construction industry, buyers and authorities can benefit from the present study since they can understand the benefits and challenges of sustainable buildings, which can encourage them to invest more in sustainable buildings. Originality/value The study is the first qualitative study about the perception of construction professionals in Prishtina, Kosovo, regarding the benefits and challenges of sustainable buildings.

Management strategies for supply risk dependencies: empirical evidence from the gulf region

2020 ◽  
Vol 50 (4) ◽  
pp. 457-481 ◽  
Author(s):  
Zainab Al-Balushi ◽  
Christopher M. Durugbo
Keyword(s):  
Oil And Gas ◽  
Management Strategies ◽  
Strategic Decisions ◽  
Structured Interviews ◽  
Transformation Mechanism ◽  
Supply Risk ◽  
Gulf Region ◽  
Content Type ◽  
Cross Case Analysis ◽  
Bridging Strategies

PurposeThe purpose of this study is to propose a conceptual model for managing supply risk (SR) dependencies in regional supply networks (SNs). Grounded on resource dependency theory (RDT), the research conceptualises the management of SR as buffering and bridging strategies that enable organisations to redefine their SN to cope with SR and as a three-stage transformation mechanism.Design/methodology/approachFour supply failure case studies from the aluminium and the oil and gas industries in the Gulf Cooperation Council (GCC) region inductively provide empirical insights for a revised conceptual framing. Within and cross case analysis on transcribed semi-structured interviews with 11 SN managers focus on the SRs and dependencies associated with the supply failures and an abstraction of risk management (RM) strategies for coping with these failures.FindingsThe analysis finds that underpinning ‘second-order’ buffering and bridging strategies from RDT are four main ‘first-order’ RM strategies: unit independency, organisational adaptation, network reconfiguration and environmental acceptance. These RM strategies are due to controllability and predictability levels that influence investment in RM and reflect the locations for implementing RM practices, i.e. the business unit, the organisation, the SN and the environment.Originality/valueThe article contributes to research through the conceptual framework of SR dependencies and unique insights on SR management within the GCC region. Practically, the research is novel in offering strategic directions for RM evaluations and investments that reflect the controllability and predictability of risk incidents. Such evaluations are potentially valuable in orchestrating regional SNs, for managing GCC companies in global supply chains, and for strategic decisions to expand or outsource to the GCC region.

Exploring current enablers and barriers for sustainable proximity manufacturing

2019 ◽  
Vol 23 (4) ◽  
pp. 551-571 ◽  
Author(s):  
Petchprakai Sirilertsuwan ◽  
Daniel Hjelmgren ◽  
Daniel Ekwall
Keyword(s):  
Case Analysis ◽  
Business Environment ◽  
Clothing Industry ◽  
Future Research ◽  
Structured Interviews ◽  
Bottom Line ◽  
Content Type ◽  
Institutional Infrastructure ◽  
And Performance ◽  
Cross Case Analysis

Purpose Amidst offshoring and reshoring trends, the purpose of this paper is to explore why business practitioners, especially from the labour-intensive clothing industry, choose to manufacture some products in proximity to the high-cost European market. Moreover, the rise of sustainability concerns led us to further explore whether these reasons relate to triple bottom line (TBL): business, environment and society. Design/methodology/approach The content analysis was adopted for within-case and cross-case analysis of data from semi-structured interviews of managers from 12 clothing companies. Findings Within-case analysis showed enablers and barriers (factors) of proximity manufacturing within each company’s characteristics under TBL. Cross-case analysis showed the most-mentioned enablers (high-quality suppliers, short lead-time and fast replenishment) and barriers (expensive production cost and lack of industrial set-up and seamstresses). The findings revealed both common and different factors from existing studies. Research limitations/implications Besides being motives for companies to bring manufacturing back to Europe, the results can be used by researchers and companies to develop criteria and performance measures of manufacturing locations for enhancing the TBL sustainability. Future research may explore different locations and industries for possibilities of proximity–manufacturing generalisation. Social implications Findings show that governments could focus on eliminating barriers of proximity manufacturing and creating favourable institutional infrastructure for the European clothing industry and sustainability. Originality/value This paper highlights updated proximity–manufacturing factors from practices in relation to TBL sustainability, including support for proximity manufacturing as a practice for TBL enhancement.

Task adherence: an agentic perspective on task-focused dedication in an interrupting work environment

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tanner Skousen ◽  
Justin Ames ◽  
James Gaskin
Keyword(s):  
Task Switching ◽  
Information Overload ◽  
Knowledge Workers ◽  
Management Strategies ◽  
Theory Approach ◽  
Task Management ◽  
Structured Interviews ◽  
Related Factors ◽  
Content Type ◽  
And Task

PurposeKnowledge workers live and work in a technology-enabled, push-notification world full of interruptions that create information overload, often requiring these workers to utilize task switching as a mechanism to meet multiple competing tasks' demands. Previous research has examined both the positive and, more often, negative effects from interruptions and task switching on knowledge workers' performance. However, this paper aims to examine knowledge workers' agentic approach to managing interruption signals and consequent task switching to remain dedicated to the task at hand.Design/methodology/approachUsing an inductive grounded theory approach, we analyzed data from semi-structured interviews with knowledge workers regarding their experiences with task management strategies in interruption-heavy environments.FindingsThe results indicate the emergence of a new construct that we define as “task adherence.” We identified behavioral and technological mechanisms that knowledge workers employ to adhere to tasks, and we also categorized a host of environmental, personal and task-related factors that influence a knowledge worker's task adherence level.Practical implicationsThis study offers a novel conceptualization of key determinants of knowledge workers' task management. Through insights into how knowledge workers purposefully prepare for and address potential interruption signals, as well as manage task switching from subsequent interruptions, managers may be able to design new work processes to improve task performance.Originality/valueIn a world of interruptions, task adherence adds to and clarifies a missing element in the time and task management dilemma that can enhance future efforts in designing strategies that enable knowledge workers to be more productive.

Effective strategies for enhancing waste management at university campuses

2017 ◽  
Vol 18 (7) ◽  
pp. 1123-1141 ◽  
Author(s):  
Kianoosh Ebrahimi ◽  
Leslie A. North
Keyword(s):  
Higher Education ◽  
Waste Management ◽  
Key Management ◽  
Higher Education Institutions ◽  
Management Strategies ◽  
Policy Instruments ◽  
Structured Interviews ◽  
Content Type ◽  
Zero Waste ◽  
The Usa

Purpose The purpose of this study is to identify and assess the waste management strategies that should be priorities for higher education institutions. The role of policy instruments (i.e. purchasing policies and recycling initiatives) in implementing sustainable zero-waste management programs at higher education institutions was investigated through comparison of American top-level and Western Kentucky University (WKU) benchmark universities. Design/methodology/approach Waste minimization-oriented policy instruments implemented at American top-level and WKU benchmark universities were analyzed through policy evaluation techniques. Digital surveys were distributed to sustainability coordinators at WKU benchmark and top-level universities. Semi-structured interviews were conducted with survey participants. Findings It is important to identify well-defined temporal periods with goals and allocated tasks for direct and indirect stakeholders. Time periods should include planning for readiness programs and infrastructural needs, along with performing comprehensive waste characterization studies. As the waste program matures, the creation of integrated waste management policies with specific responsibilities for all stakeholders and departments will be required. Research limitations/implications The sampling of universities evaluated in this research is not representative of all universities in the USA or internationally, as they can vary widely. Yet, general waste management trends applicable to most universities can be gleaned from this research. Practical implications Widely varying zero-waste strategies are readily implemented at universities. A holistic review of successful waste management plans highlights key management approaches that should be included in all plans to ensure their success. Originality/value This study is one of the first of its kind to holistically evaluate policy factors influencing effective zero-waste management at higher education institutions.

Practices, drivers and barriers of implementing green leases: lessons from South Australia

2017 ◽  
Vol 19 (1) ◽  
pp. 36-52 ◽  
Author(s):  
Raufdeen Rameezdeen ◽  
Jian Zuo ◽  
Jack Stevens
Keyword(s):  
Real Life ◽  
South Australia ◽  
Well Being ◽  
Legal Aspects ◽  
The Body ◽  
Environmental Benefits ◽  
Future Research ◽  
Staff Retention ◽  
Structured Interviews ◽  
Content Type

Purpose This paper aims to investigate the practices, drivers and barriers which influence the implementation of green leases in South Australia. Despite some efforts on legal aspects of green leases, only a few studies have examined these aspects from an operational perspective. In addition, very little empirical evidence was presented in previous studies to show how green leases work in real-life settings. Design/methodology/approach Data were collected using semi-structured interviews with landlord and tenant representatives who have considerable experience in green leases. These interviewees were selected via a purposive sampling technique that identified buildings which use green leases in South Australia. The concept of interface management (IM) was used to operationalize this research. Findings The green leases were found to be mainly initiated by tenants while government involvement, economic and environmental benefits are the main drivers in South Australia. Drivers such as staff retention, well-being and corporate social responsibility are found to be more relevant to tenants. Lack of awareness and transaction costs are the main barriers to the implementation of green leases. Research limitations/implications This study focuses on the South Australian context and mainly covers dark green leases. There are implications for the government’s continued involvement and the promotion of lighter shades of green leases to overcome operational issues and barriers identified in this study. Originality/value This study contributes to the body of knowledge on the subject of green lease implementation from an operational perspective. In addition, the study introduces a conceptual framework via IM that could be used in future research endeavours.

A critical reflection on sustainability within the UK industrial sectors

2012 ◽  
Vol 12 (3) ◽  
pp. 317-334 ◽  
Author(s):  
Suresh Renukappa ◽  
Charles Egbu ◽  
Akintola Akintoye ◽  
Jack Goulding
Keyword(s):  
First Century ◽  
Structured Interviews ◽  
Bottom Line ◽  
Content Type ◽  
For Profit ◽  
Industrial Sectors ◽  
Not For Profit ◽  
The Uk ◽  
Corporate Social ◽  
Industry Sectors

PurposeIn the early part of the twenty‐first century, the term sustainability has become a buzzword. Although featuring strongly in the popular media, trade, professional and academic journals, the very concept of sustainability is elusive for businesses. There is, however, a little empirical research on the perceptions of the UK industrial sectors on the concept of sustainability – which is the core raison d'être of this paper. The purpose of this paper is to capture the general perceptions of the UK industrial sectors on the concept of sustainability.Design/methodology/approachThe aim of this paper is to capture the general perceptions of the UK industrial sectors on the concept of sustainability using a qualitative approach. Four industry sectors: energy and utility, transportation, construction and not‐for‐profit organisations (NPOs) were considered based on the environmental, social and economic impact on the UK society. Semi‐structured interviews were used to collect industry perception which was then analysed using content analysis for inference and conclusion.FindingsThe data analysis revealed that the perceptions of the UK industrial sectors on the concept of sustainability vary significantly across the four industry sectors. Four core categories were identified: environmental, economic, corporate social responsibility and triple bottom line dimension.Practical implicationsThe paper concludes that the concept of sustainability is multifaceted and diverse. Although the importance of sustainability is broadly acknowledged across the four industry sectors, there is a significant lack of a common and operationalised understanding on the concept of sustainability. Therefore, it is recommended that there is an urgent need to develop and deploy an industry‐wide awareness‐raising programme on the concept of sustainability.Originality/valueThe paper provides a richer insight into the understanding and awareness of the meaning of sustainability at a conceptual level.

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