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Avoiding returns in distant selling through differentiating customers and their service delivery
University of Borås, Swedish School of Textiles.
2009 (English)Conference paper, (Refereed)
Abstract [en]

Purpose of this paper This paper discusses possible reasons behind consumer returns in general and possible implications of not differentiating between customers and an organization’s order processing systems support, as well as the possible relations between increased returns and not “understanding” customers demands in a business to consumer (B2C) distance selling context. Design/methodology/approach A single organization case study designed with both quantitative and qualitative methods was used to explore the relatively unobserved area of consumer returns and their possible relations to an organization’s order processing system support. The results have been evaluated and discussed with different managers from the company under study, to substantiate authenticity and trustworthiness. Findings It was revealed that some customers, especially the younger set using the Internet, are truly demanding and at the same time less loyal. This has caused commotion within the organization and with the supply chain network partners, because of the high return rates Research limitations/implications (if applicable) This paper analyzes data from only one Swedish organization, but the empirical data covers more than two and a half million order data sets and close to half a million return data sets. Practical implications (if applicable) N.a. What is original/value of paper Most studies within the field of returns focus on products and the efficient handling of returns. This study focuses on the service delivery aspect and concludes that having only one order processing system methodology will fail to support all customers’ demands.

Place, publisher, year, edition, pages
2009.
Keyword [en]
returns, returns management, customer demands, customer satisfaction
Keyword [sv]
Kvalitetsdriven logistik
National Category
Production Engineering, Human Work Science and Ergonomics
Identifiers
URN: urn:nbn:se:hb:diva-6319Local ID: 2320/5954OAI: oai:DiVA.org:hb-6319DiVA: diva2:887006
Conference
The 21st Annual Nofoma Conference, 11-12 June 2009 Jönköping Sweden
Available from: 2015-12-22 Created: 2015-12-22

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf