An examination of the effects of omni-channel service offerings on retailer performance

PurposeBoth online and brick and mortar retailers have invested heavily in developing omni-channel service offerings. Though seen as a competitive necessity, these omni-channel service offerings increase costs and complexities. The purpose of this study is to examine the effects of strategies involving bundles of omni-channel services related to order fulfillment and returns management on retailer performance.Design/methodology/approachArchival data were obtained for 152 retailers and analyzed using ordinary least squares regression. Robustness tests using an alternative dependent variable and a model-based classification strategy corroborate our findings.FindingsRetailers offering full sets of high integration omni-channel services (buy online pick up in store, ship from store and in-store returns) have better performance (e.g. sales, growth and competitive position) and web sales than retailers that offer only a partial mix of these high integration services. Retailers offering a partial bundle of high integration services, in turn, have better performance and web sales than retailers that offer none of these services.Originality/valueThe research extends work that has examined the performance effects of omni-channel services on individual retailers. Our results indicate retailers benefit the most when offering a full set of high integration omni-channel services, suggesting retailers who have only adopted a subset of these services could improve performance through broader adoption of services. The results further indicate partial adoption of high integration services is better than no adoption.

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

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.

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

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.

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

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.

Reverse logistics uncertainty in a courier industry: a triadic model

PurposeDue to increasing supply chain complexity, the supply chain uncertainty has become an imperative issue, which hinders the development of modern logistics and supply chain management. The paper attempts to conceptualize reverse logistics uncertainty from supply chain uncertainty literature and present the types of reverse logistics uncertainty in a triadic model.Design/methodology/approachThe concept of reverse logistics uncertainty is developed based on a triadic model of logistics uncertainty and supply chain uncertainty literature. A desk research is conducted to develop a taxonomy of reverse logistics uncertainty. To better depict the reverse logistics uncertainty, we use case studies to discuss the types of reverse logistics uncertainty in the triadic model.FindingsThe study reveals four types of supply chain uncertainties in the reverse logistics. We call them reverse logistics uncertainty. Type-A and Type-B uncertainty are new types of supply chain uncertainty in the reverse logistics.Research limitations/implicationsThe types of reverse logistics uncertainty have not been empirically validated in industries. Especially, the two new types including Type-A and Type-B reverse uncertainty need further exploration.Originality/valueAlthough reverse logistics has been discussed in the past decades, very few studies have been conducted on the supply chain uncertainty in returns management arena. The paper offers valuable insights to better understand the supply chain uncertainty in the reverse logistics. This also provides suggestions for both managers and researchers to reflect on the reverse logistics uncertainty management and business sustainability.

Influence of Reverse Logistics on Performance of Food and Beverage Manufacturing Firms in Kenya

Purpose: The purpose of the study was to assess the influence of reverse logistics on performance of food and beverage manufacturing firms in Kenya with an aim of making recommendations on proper use of reverse logistics management practices in manufacturing companies.Methodology: This research study adopted a descriptive research design approach. This study used probability sampling since the population and location of food and beverage manufacturing firms is known. Specifically, the study used stratified random sampling in order to account for the uneven distribution of firms in various towns. Based on distribution of firms in the 10 towns the study used proportions calculated in the population distribution to come up with a representative sample distribution. The proportions calculated give the number of firms to be included in the sample for each segment. Thereafter simple random sampling was used to select the names of food and beverage manufacturing firms in which data is to be collected. The study combined two methods in its data collection that is, questionnaires and key informant interviews. After data collection, quantitative data was coded using Statistical Package for Social Science (SPSS) version 20. Data was analysed through descriptive statistical methods such as means, standard deviation, frequencies and percentage. Inferential analyses were used in relation to correlation analysis and regression analysis to test the relationship between the four explanatory variables and the explained variableResults and conclusion: The response rate of the study was 92%. R square value of 0.647 means that 64.7% of the corresponding variation in performance of food and beverage manufacturing firms in Kenya can be explained or predicted by (product returns management, recycling management, disposal management and product repackaging) which indicated that the model fitted the study data. The results of regression analysis revealed that there was a significant positive relationship between dependent variable and independent variable at (β = 0.647, p=0.000 <0.05).The findings of the study concluded that product returns management, recycling management, disposal management and product repackaging have a positive relationship with performance of food and beverage manufacturing firms in Kenya. Unique contribution to theory, practice and policy: the study recommended that food and beverage manufacturing firms should embrace reverse logistics so as to improve performance and further researches should to be carried out in other sectors to find out if the same results can be obtained.

Investor Protection and Capital Fragility: Evidence from Hedge Funds around the World

We find that capital flows to hedge funds in different countries are influenced by the strength and the enforcement of investor protection laws. Hedge funds located in weak investor protection countries exhibit greater sensitivity of investor outflow to poor performance, relative to funds in countries with strong protection. Furthermore, weak investor protection is associated with fund managers engaging in greater returns management. Our findings suggest that in countries with weaker investor protection, poor fund performance exposes investors to a greater risk of fraud and legal jeopardy, thus triggering a larger outflow of capital.

Returns Management

The e-retail sector of the Indian e-commerce industry being a price-sensitive market has witnessed an increase in customer interest and flexibility to compare a product while making a purchase decision through e-commerce platforms. The increase in internet penetration and users in India has been facilitated by a boost of the telecom industry and data penetration from 34% in 2017 to 60% in 2022. While some players like Flipkart and Amazon have disrupted the sector with their customer acquisition ratio in the market, other new players, Jio Mart and Paytm Mall, are merely surviving or gearing up to the competition. The cost factors like marketing, forward logistics, inventory, and reverse logistics are associated with customer acquisition, which the organizations are not able to recover because of low average gross merchandise value (GMV) and high logistics cost to serve the customer. This chapter depicts the returns management process, which, while integrating the forward and the reverse logistics in a supply chain, is productive financially and logistically.

Returns management employee development: antecedents and outcomes

Purpose The purpose of this paper is to empirically investigate the antecedents and impacts of a largely overlooked concept, employee development, within the challenging area of returns management. Design/methodology/approach The proposed relationships are validated through structural equation modeling analysis with survey data collected in India. Findings Combining the ability–motivation–opportunity model in human resource management and the theoretical tenets associated with dynamic capabilities, the authors confirmed that supply chain learning, returns management orientation and information support are important antecedents of returns management employee development. In turn, the findings suggest that, as a dynamic capability, returns management employee development positively impacts a firm’s returns management and market performance. Practical implications To successfully tackle the challenges related to handling returns, companies must focus their resources not only on new technologies and related processes, but also on employee training and development as well. Originality/value Although recruiting and retaining talent in supply chain management has long been recognized as a serious global challenge, no previous research has empirically studied employee development practices in the returns management context.