... of each touchpoint. Findings The study reveals 12 touchpoints within the order fulfillment process, which are split into three groups: delivery, packaging and returns. These touchpoints significantly influence star ratings: positive experiences elevate them, while negative ones reduce them...

...Michael Bernon; John Upperton; Marko Bastl; John Cullen Purpose – The purpose of this paper is to empirically explore supply chain integration (SCI) enabling practices, their benefits and barriers in a retail product returns process context. Design/methodology/approach – The study adopts...

...@auburn.edu © Emerald Group Publishing Limited 2012 Reverse logistics Returns Disposition Content analysis Decision making Early work in regard to disposition decision models sought to identify and stratify disposition alternatives (Kopicki et al., 1993 ; Stock, 1992...

...Chiara Gobbi Purpose The purpose of this paper is to explore the impact of the product residual value (PRV) and the loss of value over time of returned products in the reverse supply chain configuration. It also examines whether or not the distinction of Fisher's functional and innovative products...

...Susan L. Golicic; Lauren R. Skinner; Paul T. Bryant; R. Glenn Richey Purpose The objective of this paper is to empirically examine the impact that different disposition strategies have on strategic performance in the reverse logistics process. This research also includes the role of the returns...

...Samir K. Srivastava Purpose The purpose of this paper is to use a conceptual model from literature for designing value recovery (VR) networks for three categories of post‐consumer product returns. Design/methodology/approach A bi‐level optimization model is developed to determine...

...Árni Halldórsson; Gunnar Stefánsson; Ola Johansson; Daniel Hellström Purpose The purpose of this paper is to propose a framework of the potential benefits of asset visibility in the context of returnable transport items (RTI), and uses the framework to examine the effect of asset visibility...

...Diane Mollenkopf; Ivan Russo; Robert Frankel Purpose The purpose of this paper is to consider theory development related to returns management within supply chain strategy. The marketing/logistics relationship relative to the returns management process is investigated. Design/methodology...

...B.S. Sahay; Samar K. Mukhopadhyay; Robert Setaputra Purpose An effective return policy is used as an important competitive weapon in the marketplace to substantially influence product sales. However, return policy is also seen as a problem for all parties in the supply chain due to the headache...

...B.S. Sahay; Samir K. Srivastava; Rajiv K. Srivastava Purpose The purpose of this paper is to present a framework to manage product returns for reverse logistics by focusing on estimation of returns for select categories of products in the Indian context. Design/methodology/approach The paper...

...Sara Lonn; Julie Ann Stuart In this paper, manufacturer dealer return policies are examined for high volume part sales for long‐life cycle products. Exclusive suppliers often use simple returns policies for high‐value products to persuade their independent dealers to stock and price items...