Change search
Refine search result
1 - 12 of 12
CiteExportLink to result list
Permanent link
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
Rows per page
  • 5
  • 10
  • 20
  • 50
  • 100
  • 250
Sort
  • Standard (Relevance)
  • Author A-Ö
  • Author Ö-A
  • Title A-Ö
  • Title Ö-A
  • Publication type A-Ö
  • Publication type Ö-A
  • Issued (Oldest first)
  • Issued (Newest first)
  • Created (Oldest first)
  • Created (Newest first)
  • Last updated (Oldest first)
  • Last updated (Newest first)
  • Disputation date (earliest first)
  • Disputation date (latest first)
  • Standard (Relevance)
  • Author A-Ö
  • Author Ö-A
  • Title A-Ö
  • Title Ö-A
  • Publication type A-Ö
  • Publication type Ö-A
  • Issued (Oldest first)
  • Issued (Newest first)
  • Created (Oldest first)
  • Created (Newest first)
  • Last updated (Oldest first)
  • Last updated (Newest first)
  • Disputation date (earliest first)
  • Disputation date (latest first)
Select
The maximal number of hits you can export is 250. When you want to export more records please use the Create feeds function.
  • 1. Aronsson, Hanna
    et al.
    Hjort, Klas
    University of Borås, Swedish School of Textiles.
    Näslund, Hanna
    Torstensson, Håkan
    University of Borås, School of Engineering.
    Service delivery requirements of mail order/e-commerce customers: an important consumer insight2010In: Proceedings of Nofoma 2010, Kolding, NOFOMA , 2010Conference paper (Refereed)
    Abstract [en]

    Traditionally, mail order and e-commerce organisations view the consumers as one entity, meaning there is no differentiation of service. Research has shown that return levels depend on both age and lead-time, and consequently end user requirements are of great interest. This study investigates expected lead-time service requirements of one organisations mail order/e-commerce customers and measures the gap between the expected and the specified service. A case study was performed with one of the leading Swedish mail order/e-commerce organisations. The descriptive study combined qualitative and quantitative data answering questions regarding the consumer’s requirements and how they vary depending on age. This research is based on primary data from a customer survey with answers from more than 6 000 respondents. The proposition that the gap between specified and expected customer service requirements varies with age and lead-time was supported, thus indicating that mail order and e-commerce organisations should work closer with their customers. They should likely segment their customers and differentiate their service delivery. The presented research results describe what service requirements regarding lead-time are, and how they vary with age for customers of one organisation. There is a gap between the customers’ service requirements and the service specified/delivered by the case organisation and the gap varies with age as proposed. The only normative statement is that close cooperation between the case organisation and its customers is vital. How customers should be categorized and how to differentiate the service delivery will be topics of further research.

  • 2.
    Ericsson, D.
    et al.
    University of Borås, School of Engineering.
    Hjort, K.
    University of Borås, Swedish School of Textiles.
    Lantz, B.
    University of Borås, School of Engineering.
    A bifocal approach to channel design2012Conference paper (Other academic)
  • 3.
    Hjort, Klas
    University of Borås, Swedish School of Textiles.
    On Aligning Returns Management with the E-commerce Strategy to Increase Effectiveness2013Doctoral thesis, comprehensive summary (Other academic)
    Abstract [en]

    The returns management (RM) process has traditionally been seen as a value recovery process, which has resulted in an efficiency focus in the returns flow. This thesis present, the effects on a fashion e-commerce organisation, which is underprioritising or neglecting RM in general and consumer returns specifically. In the reported and described single-case study and through a real-life experiment, performed with the case organisation nelly.com, it is shown that the consumer returns rates are not only influenced by the product itself. They represent a complex problem that has its reasons and causes, whereby the product (size, fit, quality, et cetera) together with consumer buying and returning behaviour ultimately have a combined effect on the organisation. The results from the thesis are based on previous research and rest heavily on the research performed since the start of the research journey. Consumer returns form part of the value creation in e-commerce and therefore returns management is a strategic part of the business as such. Handling consumer returns in a traditional or efficient returns system without knowing the reason for return and the state of the returned item is nothing other than gambling with resources. The proposed returns information system (RIS) framework in the thesis addresses this issue and facilitates the downstream application of the gatekeeping activity, near or at the end-user location; managerial attention is required at the strategic process level to build a proper returns system that is partly, and quite likely, decentralised. Products, suppliers, customers and internal processes cause consumer returns and therefore a returns manager needs to address these with other functions and SC partners. This result is partly new and the proposed alignment of RM as a strategic process is new in the sense that RM is part of value creation. This thesis empirically supports the conclusion that “one size fits all” is outdated and does not fit with ecommerce business. The results imply that managers need to gain a profound understanding of consumers’ buying behaviour and also to create differentiated delivery and returns processes to be able to grow within the existing customer segments and possibly to attract new or non-customers who are out of reach at present. Seeing the RM process as strategic in e-commerce, as proposed in the thesis, facilitates the development of the process to become both effective and efficient. Returns management has the potential for revenue creation and cost reduction.

  • 4.
    Hjort, Klas
    University of Borås, Swedish School of Textiles.
    Returns Avoidance and Gatekeeping to Enhance E-commerce Performance2010Licentiate thesis, monograph (Other academic)
    Abstract [en]

    The mail order business was once a traditional method of selling and distributing clothes, and other commodities, to customers. Now, the e-commerce trend, with more sophisticated techniques of marketing, selling, and distributing goods, has not only challenged the traditional mail order system, it seems also that the traditional retail chain and even fashion chains are being challenged. This change not only affects how sellers compete (be they long-distance or not), it has probably affected us as consumers - our requirements and how we purchase. This work contributes to this development through extensive empirical investigations into how and why customers return what they have previously ordered. The primary conclusions are that consumer requirements tend to vary, and therefore the standard solution of delivering goods to a vast variety of consumers without engaging in discussion about the individual customer service requirements (et cetera) is most probably the central cause behind the increasing return trends seen in the business. The purpose of this thesis is to identify and to characterise important factors causing returns. Further, to assist the development of Returns Management research, the intention is to develop a theoretical model of a Supply/Demand Chain returns system that incorporates an application of avoidance and gatekeeping in a distance sale context with the aim to improve overall systems performance. The research design used in the thesis was a case study performed at one of the largest mail order organisation in Sweden, with a long tradition in the business. The main data used in the thesis has been collected from interviews, a questionnaire, and secondary data exported from the case organisation. Sales and returns data covering approximately one year of sales and returns in the Swedish market was quantitatively analysed, and the results were regularly discussed and presented to key informants at the case organisation to substantiate authenticity and trustworthiness. The overall conclusion is that the distance-sales trade is affected by the trends that are seen in other areas, namely increased competition - not only from within the distance trade but also from the traditional retail trade. This is probably due to the ease of shopping via e-commerce, and the vast supply of products that even exceeds that of the retail chains. This attracts new customer groups with new demands and requirements. This, in many ways, is an archetypal difference between today’s e-commerce business and yesterday’s mail order business, and could explain why customers from the different channels behave and return differently. The use of the Internet affects how we purchase, and therefore the result of the purchase. It is quite likely that we are far more spontaneous when purchasing over the Internet in comparison with telephone and mail orders. Key words: Returns management, customer service, demand chain management, e-commerce, avoidance, gatekeeping

  • 5.
    Hjort, Klas
    et al.
    University of Borås, Swedish School of Textiles.
    Ericsson, Dag
    University of Borås, School of Engineering.
    An application of Avoidance and Gatekeeping to manage returns in a distance selling setting2010In: Proceedings of the 22nd Annual Conference for Nordic Researchers in Logistics, 2010Conference paper (Refereed)
    Abstract [en]

    ABSTRACT Purpose of this paper The purpose of this paper is twofold, to explore what causes returns in distant selling through examining return reason codes and their distribution. Further to investigate, how and if Returns Management, especially return avoidance and gatekeeping can be applied to a mail order / e-commerce organisation. Design/methodology/approach A single organization case study, designed with both quantitative and qualitative strategies, was used to explore the relatively unobserved area of consumer returns. The results have been evaluated and discussed with different managers from the company under study, to substantiate authenticity and trustworthiness. Findings The paper presents interesting insight into the field of consumer returns in a distant setting. It shows that a considerable amount of returns are size and fit related as one might expect. However it also presents interesting results that a quite large percentage of returns are dependent on consumers i.e. not collecting deliveries etc. Research limitations/implications The presented study provides a starting-point for further research in the mail order/e-commerce business. Practical implications When deciding a strategy for how to handle the problems of returns it is of outmost importance to consider why customers are returning. The returns avoidance process is perhaps the most efficient and effective way of reducing return costs, understanding customer requirements are an important ingredient in this. What is original/value of paper Most studies within the field of returns focus on products or the efficient handling of returns. This study focuses on understanding what causes returns through examining order and returns data, especially return reason codes.

  • 6.
    Hjort, Klas
    et al.
    University of Borås, Swedish School of Textiles.
    Eriksson, Peter
    Improved Returns Information System to facilitate Gatekeeping and Returns Avoidance2011Conference paper (Other academic)
  • 7.
    Hjort, Klas
    et al.
    University of Borås, Swedish School of Textiles.
    Hietala, Peter
    Ericsson, Tobias
    Improved Returns Information System to facilitate Gatekeeping and Returns Avoidance2011Conference paper (Refereed)
  • 8.
    Hjort, Klas
    et al.
    University of Borås, Swedish School of Textiles.
    Lantz, Björn
    University of Borås, School of Engineering.
    (R)e-tail borrowing of party dresses: an experimental study2012In: International Journal of Retail & Distribution Management, ISSN 0959-0552, E-ISSN 1758-6690, Vol. 40, no 12, p. 997-1012Article in journal (Refereed)
    Abstract [en]

    Purpose – The main purpose of this study is to increase the understanding of consumer behaviour with respect to (r)e-tail borrowing, performed under different (more or less generous) delivery and return policies. Design/methodology/approach – The study was designed as a randomised controlled experiment with a random sample strategy. Among the 192,482 Swedish customers who had made an order at nelly.com during the previous 12 months and were to receive the quarterly nelly.com newsletter in November 2010 by e-mail, 4,000 were randomly selected and randomised into four groups of 1,000 in each group. Findings – The experiment revealed certain purchase and return patterns that support the conclusion that (r)e-tail borrowing behaviour exists in fashion e-commerce. Evidence was also found that lenient delivery and returns policies seem to reinforce (r)e-tail borrowing behaviour, albeit not always in expected ways. Practical implications – Differences in delivery and return policies seem to impact consumer purchase and return behaviour differently depending on the type of item. Therefore a more differentiated view of how to apply them is suggested. Offering the same delivery and return policies to all types of customers and products is generally not optimal with respect to profitability. Originality/value – The paper illustrates the need to consider both delivery and returns policies together with customer and product categories simultaneously when applying them in an e-commerce context.

  • 9.
    Hjort, Klas
    et al.
    University of Borås, Swedish School of Textiles.
    Lantz, Björn
    University of Borås, School of Engineering.
    Ericsson, Dag
    University of Borås, School of Engineering.
    Customer segmentation based on buying and returning behaviour: supportin differentiated service delivery in fashion e-commerce2012Conference paper (Refereed)
  • 10.
    Hjort, Klas
    et al.
    University of Borås, Swedish School of Textiles.
    Larsson, Jonas
    Avoiding returns in distant selling through differentiating customers and their service delivery2009Conference 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.

  • 11.
    Lantz, Björn
    et al.
    University of Borås, School of Engineering.
    Hjort, Klas
    University of Borås, Swedish School of Textiles.
    Real e-customer behavioral responses to free delivery and free returns2013In: Electronic Commerce Research, ISSN 1389-5753, E-ISSN 1572-9362, Vol. 13, no 2, p. 183-198Article in journal (Refereed)
    Abstract [en]

    Abstract This study aims to explore the influence of free delivery and free returns on the purchasing and return behaviour of real e-customers in the marketplace. To accomplish this goal, we conducted the study as a fully randomised and controlled experiment in cooperation with nelly.com, a Nordic e-commerce site that specialises in fashion and beauty. Our results suggest that a lenient delivery policy is associated with increased order frequency, decreased average value of purchased items, increased probability of return, and increased average value of returned items. In addition, a lenient return policy was found to be associated with increased order frequency, a decrease in the average value of orders, a decrease in the average value of purchased items, and increased probability of return. However, the effect sizes are generally small, and we conclude that factors such as legislation and competition often force e-tailers to offer free delivery and free returns even though such offers probably would not have been profitable otherwise.

  • 12.
    Torstensson, Håkan
    et al.
    University of Borås, Swedish School of Textiles.
    Hjort, Klas
    University of Borås, Swedish School of Textiles.
    Larsson, Jonas
    University of Borås, Swedish School of Textiles.
    Ericsson, Dag
    University of Borås, School of Engineering.
    Hållbar distanshandel2012Report (Other academic)
1 - 12 of 12
CiteExportLink to result list
Permanent link
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