Management of product returns in retail firms: an investigation into critical determinants

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Ahsan, Kamrul and Rahman, Shams (2013) Management of product returns in retail firms: an investigation into critical determinants. In: Proceedings of the 27th Australian and New Zealand Academy of Management Conference 2013 : Managing on the Edge. Grimmer, Martin and Hecker, Rob, eds. Australia and New Zealand Academy of Management, Hobart, Tasmania.


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 follow ed 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. --ANZAM conference held: 4-6 December, Hobart, Tasmania

Item type Book Section
Official URL
ISBN 9780987596819
Subjects Historical > FOR Classification > 1503 Business and Management
Historical > Faculty/School/Research Centre/Department > College of Business
Keywords reverse logistics, supply chain management, products, retail sector, businesses, returns policy, customer service
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