Klas Hjort
Senior lecturer
(Mis)alignment in returns management : integration of process, policy and business intent
Author
Summary, in English
Purpose: The purpose of this research is to shed light on the formulation of returns management strategies and identify key returns management components to be considered when developing effective returns management strategies.
Design/methodology/approach: A multiple confirmatory case study of six retailers operating in online commerce was carried out. Interviews with 15 managers formed the primary empirical data source for the study.
Findings: The results confirm the presence of alignment in establishing effective strategies for managing product returns and suggest that return policy and process should not be viewed as isolated components, but instead as integrated and in harmony with overall business intent. The findings provide detail insights into seven existing misalignments that restrain the level of alignment. These serve as strategic elements for managers to consider on how to formulate returns management strategies and goals.
Research limitations/implications: The research provides propositions and a theoretical framework for future studies to further test and build on.
Practical implications: The results may assist retail and supply chain professionals in their quest to develop effective strategies for managing product returns.
Original/value: Research on returns management strategy is scarce. This study offers a conceptual framework and provides new empirical insights into returns management strategy formulation, and in particular potential misalignments.
Design/methodology/approach: A multiple confirmatory case study of six retailers operating in online commerce was carried out. Interviews with 15 managers formed the primary empirical data source for the study.
Findings: The results confirm the presence of alignment in establishing effective strategies for managing product returns and suggest that return policy and process should not be viewed as isolated components, but instead as integrated and in harmony with overall business intent. The findings provide detail insights into seven existing misalignments that restrain the level of alignment. These serve as strategic elements for managers to consider on how to formulate returns management strategies and goals.
Research limitations/implications: The research provides propositions and a theoretical framework for future studies to further test and build on.
Practical implications: The results may assist retail and supply chain professionals in their quest to develop effective strategies for managing product returns.
Original/value: Research on returns management strategy is scarce. This study offers a conceptual framework and provides new empirical insights into returns management strategy formulation, and in particular potential misalignments.
Department/s
- Packaging Logistics
Publishing year
2020-09-30
Language
English
Pages
1-1
Document type
Conference paper
Topic
- Engineering and Technology
- Business Administration
Conference name
NOFOMA 2020
Conference date
2020-09-17 - 2020-09-18
Conference place
Reykjavik, Iceland
Status
Unpublished