scholarly journals CUSTOMER-ORIENTED REVERSE LOGISTICS AND CUSTOMER SATISFACTION ON PRODUCT RETURNS

2018 ◽  
Author(s):  
Chonlada Sajjanit ◽  
Ruth Banomyong
Keyword(s):  
Customer Satisfaction ◽  
Reverse Logistics ◽  
Product Returns

An Interpretive Structural Modeling Approach for Analysis of Interactions among the Barriers in Reverse Logistics

2011 ◽  
Vol 110-116 ◽  
pp. 2699-2707
Author(s):  
Santosh Kumar Sharma ◽  
S.S. Mahapatra ◽  
Biranchi Narayan Panda ◽  
Sadanand Sahu
Keyword(s):  
Reverse Logistics ◽  
Return On Investment ◽  
Structural Modeling ◽  
Product Returns ◽  
Crucial Issue ◽  
Interpretive Structural Modeling ◽  
Holistic View ◽  
Modeling Approach ◽  
Distribution Structure ◽  
Significant Return

Reverse logistics (RL), which refers to the distribution activities involved in product returns, has recently received much attention because many companies are using it as a strategic tool to serve their customers and can generate good revenue. An efficient reverse distribution structure may lead to a significant return on investment as well as a significantly increased competitiveness in the market. Therefore, analysis of the interaction among the major barriers, which hinder or prevent the application of reverse logistics, is a crucial issue. Existing models have focused on diagnosing these barriers independently. As a result, the holistic view in understanding the barriers is not accounted for. This paper utilizes the Interpretive Structural Modeling (ISM) methodology to understand the mutual influences among the barriers so that those driving barriers, which can aggravate few more barriers and those independent barriers, which are most influenced by driving barriers, are identified.

Research on Reverse Logistics System of Energy-Intensive Industry Based on Circular Economy

2013 ◽  
Vol 734-737 ◽  
pp. 2012-2015 ◽  
Author(s):  
Ji Liang Zheng ◽  
Rong Zeng
Keyword(s):  
Customer Satisfaction ◽  
Environmental Pollution ◽  
Reverse Logistics ◽  
Circular Economy ◽  
Ecological Environment ◽  
Economic Factors ◽  
Logistics System ◽  
Industry Area ◽  
Energy Intensive Industries

Reverse logistics is becoming more important in overall industry area owing to the environmental and economic factors. Planning and building a reasonable reverse logistics system could bring more profit, customer satisfaction and a nice social picture for companies. The energy-intensive industry is an important part of Chinas industry. We try to construct a reverse logistics system of the energy-intensive industries with the perspective of circular economy in this paper, which aims to reduce resources consumption and environmental pollution, and to promote economical, social and ecological environment development.

scholarly journals The Influence of Substituting Prices, Product Returns, and Service Quality on Repurchase Intention

Complexity ◽  
2021 ◽  
Vol 2021 ◽  
pp. 1-17
Author(s):  
Jian Xue ◽  
Zeeshan Rasool ◽  
Mohsin Ali Khan ◽  
Ahmad Imran Khan ◽  
Farooq Khan ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Textile Industry ◽  
Switching Costs ◽  
Sample Survey ◽  
Survey Method ◽  
Repurchase Intention ◽  
Product Returns ◽  
Repurchase Intentions ◽  
Business To Business

The textile industry is production-intensive and incorporates diverse transactions made by multiple suppliers, corporate buyers, and supply chain members. In the business-to-business context, the cost for attracting a new customer is notably much higher than that needed to retain a present one. Customer loyalty in terms of customer repurchase intention has, therefore, been considered as a key determinant for textile companies to improve their efficiency and competitive advantage. This study aims to investigate the business-to-business repurchase intentions of Pakistan textile and clothing industry customers. The study framework specifically consolidates the mutual dynamics of appealing (service quality), facilitating (product returns), and averting (switching costs) factors altogether and the effect of these variables on customer satisfaction and thus on customer retention (repurchase intent) in the textile’s transactional scenario. A sample survey method is used for this study. The data collected through self-administered questionnaires (n = 325) from All Pakistan Textile Mills Association enlisted the employees of the companies. The structural equational modeling technique was applied to examine the study hypotheses. The findings contended that service quality and switching costs are essential determinants that shape the repurchase intentions. Therefore, product returns do not contribute toward customer satisfaction and also do not shape the intentions of business-to-business customers to repurchase from the same supplier after having even a good product return experience in past.

The Effect of Reverse Logistics Activities on Brand Equity and Customer Satisfaction

2020 ◽  
pp. 395-414
Author(s):  
Gözde Yanginlar
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Brand Equity ◽  
Reverse Logistics ◽  
Rapid Development ◽  
Environmental Issues ◽  
Active Role ◽  
Sustainable Competitive Advantage ◽  
The Relationship

In the last few decades, the rapid development of customer awareness of environmental issues has encouraged many enterprises to adopt reverse logistics activities, which resulted in growing importance among enterprises of enhancing customer satisfaction and improving brand equity. This chapter examines the effect of reverse logistics activities in Turkish firms which are required to act responsibly towards the environment, and explains the relationship between reverse logistics processes and customer satisfaction and brand equity. The findings of this study contribute to understanding that an increasing number of them have integrated reverse logistics practices into their operations to develop a sustainable competitive advantage. The findings also indicate that reverse logistics plays an active role in Turkish enterprises improving brand equity and customer satisfaction while preserving the environment in the local and the global communities.

Customer Satisfaction Towards Online Shopping by Empirical Validation of Self-Determination Theory

2022 ◽  
pp. 177-203
Author(s):  
Urvashi Tandon ◽  
Myriam Ertz
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Social Influence ◽  
Reverse Logistics ◽  
Online Shopping ◽  
Positive Impact ◽  
Self Determination Theory ◽  
Self Determination ◽  
Online Shoppers ◽  
Perceived Enjoyment

The chapter aims at understanding the predictors of customer satisfaction with online shopping in India by using self-determination theory. This research validates perceived enjoyment, social influence, social media interactions, reverse logistics, and pay-on-delivery (POD) mode of payment as new predictors of customer satisfaction in online shopping. Data was collected through a self-administered and structured questionnaire targeting online shoppers in North Indian states. A sample of 424 online shoppers was considered in this research. Structural equation modelling (SEM) was used to evaluate the constructs. CFA was applied to calculate validity and composite reliability. To examine the hypothesized relationships, path analysis was carried out. The findings of the chapter revealed that social influence, reverse logistics, and POD mode of payment had a significant positive impact on customer satisfaction. Perceived enjoyment emerged as the strongest predictor of online shopping satisfaction. In contrast, social media interactions emerged as non-significant.

Managing return flow of end-of-life products for product recovery operations

2017 ◽  
Vol 7 (1) ◽  
pp. 169-177
Author(s):  
Seval Ene ◽  
Nursel Öztürk
Keyword(s):  
End Of Life ◽  
Reverse Logistics ◽  
Product Recovery ◽  
Forecasting Model ◽  
Return Flow ◽  
Data Sets ◽  
Product Returns ◽  
Data Set ◽  
Product Return ◽  
Proposed Model

Increased consciousness on environment and sustainability, leads companies to apply environmentally friendly strategies such as product recovery and product return management. These strategies are generally applied in reverse logistics concept. Implementing reverse logistics successfully becomes complicated for companies due to uncertain parameters of the system like quantity, quality and timing of returns. A forecasting methodology is required to overcome these uncertainties and manage product returns. Accurate forecasting of product return flows provides insights to managers of reverse logistics. This paper proposes a forecasting model based on grey modelling for managing end-of-life products’ return flow. Grey models are capable for handling data sets characterized by uncertainty and small sized. The proposed model is applied to data set of a specific end-of-life product. Attained results show that the proposed forecasting model can be successfully used as a forecasting tool for product returns and a supportive guidance can be provided for future planning. Keywords: End-of-life products, grey modelling, product return flow, product recovery; 

scholarly journals AN OVERVIEW ON RETAIL REVERSE LOGISTICS

2014 ◽  
Author(s):  
Ioana Olariu
Keyword(s):  
Marketing Strategy ◽  
Theoretical Approach ◽  
Reverse Logistics ◽  
Environmental Concern ◽  
Retail Industry ◽  
Return Flow ◽  
Competitive Pressure ◽  
Product Returns ◽  
Return Policies ◽  
Effective Manner

This article is a theoretical approach on retail reverse logistics. Environmental concern and the current marketing strategy have spurred retailers to implement strategies to facilitate product returns from end customers. Reverse logistics, indicating the process of this return flow, encompasses such activities as the movement of returned products, facilities to accommodate returned items, and overall remedy process for returned items. The retail industry, under great competitive pressure, has used return policies as a competitive weapon. Grocery retailers were the first to begin to focus serious attention on the problem of returns and to develop reverse logistics innovations. Grocery retailers first developed innovations such as reclamation centers. Reclamation centers, in turn, led to the establishment of centralized return centers. Centralizing returns has led to significant benefits for most firms that have implemented them. Over the last several years, retailers have consolidated. Now, more than ever, reverse logistics is seen as being important. This reverse distribution activity can be crucial to the survival of companies, because the permanent goodwill of the company is at stake. Businesses succeed because they respond to both external and internal changes and adjust in an effective manner to remain competitive.

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