Management of product returns in retail firms: an investigation into retail returns policies and service determinants

Ahsan, K and Rahman, S 2013, 'Management of product returns in retail firms: an investigation into retail returns policies and service determinants', in Associate Professor Martin Grimmer & Dr Rob Hecker (ed.) Proceedings of the 27th Australia and New Zealand Academy of Management (ANZAM) Conference, Hobart, Australia, 4 - 6 December, 2013, pp. 1-14.


Document type: Conference Paper
Collection: Conference Papers

Title Management of product returns in retail firms: an investigation into retail returns policies and service determinants
Author(s) Ahsan, K
Rahman, S
Year 2013
Conference name 27th Australia and New Zealand Academy of Management (ANZAM) Conference
Conference location Hobart, Australia
Conference dates 4 - 6 December, 2013
Proceedings title Proceedings of the 27th Australia and New Zealand Academy of Management (ANZAM) Conference
Editor(s) Associate Professor Martin Grimmer & Dr Rob Hecker
Publisher Australia and New Zealand Academy of Management
Place of publication Australia
Start page 1
End page 14
Total pages 14
Abstract This study investigates the critical determinants of product returns management in Australian retail firms. Through the critical case sampling method we identify 17 major retail firms and analyse contents of their returns policies in terms of returns services. We develop a generic returns operations process model that can be followed by retailers. Analysis of return policies indicates quick resolution of return claims, less customer effort, and clarity of return policy and process are critical determinants for customer service elements of returns management in retails. The findings of the study can act as a reference guide to senior executives developing strategies for competitive advantage through efficient product returns management viz. customer retention and asset management.
Subjects Logistics and Supply Chain Management
Keyword(s) Reverse Logistics
Customer Service in Returns
Returns Policy
Copyright notice © 2013 - 27th Australian and New Zealand Academy of Management Conference
ISBN 9780987596819
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