Online retail returns management: Integration within an omni-channel distribution context

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dc.contributor.author Bernon, Michael
dc.contributor.author Cullen, John
dc.contributor.author Gors, Jonathan
dc.date.accessioned 2020-01-30T14:59:10Z
dc.date.available 2020-01-30T14:59:10Z
dc.date.issued 2016-07-04
dc.identifier.citation Bernon M, Cullen J, Gorst J. (2016) Online retail returns management: Integration within an omni-channel distribution context. International Journal of Physical Distribution and Logistics Management, Volume 46, Issue 6-7, 2016, pp. 584-605 en_UK
dc.identifier.issn 0960-0035
dc.identifier.uri https://doi.org/10.1108/IJPDLM-01-2015-0010
dc.identifier.uri http://dspace.lib.cranfield.ac.uk/handle/1826/15046
dc.description.abstract With the rapid growth of consumer sales being fulfilled through omni-channel retailing, the purpose of this paper is to explore the subsequent impact on the levels of consumer retail returns experienced through online sales and the emergent returns management strategies being affected by retailers in relation to network configuration and returns management processes. Design/methodology/approach The authors uses a mixed methods approach from an interpretive perspective. It is appropriate to describe the approach in terms of convergent design, since the authors have collected both qualitative and quantitative data. Findings Return rates for online retailing can be double those for stores, while return levels for “considered purchases” remain similar. The findings suggest that omni-channel returns management has yet to fully mature and the authors find challenges for network design and returns processes in offering a seamless solution. Research limitations/implications For practitioners the authors identify a number of challenges and offer insights to improve performance in returns management process, while for academic colleagues the authors propose a number of avenues for further research both in the qualitative and quantitative fields. Originality/value While a significant body of extant literature exists, in researching the generalized retail returns management process this paper make a contribution by addressing the emergent managerial implications of omni-channel retail returns. en_UK
dc.language.iso en en_UK
dc.publisher Emerald en_UK
dc.subject Reverse logistics en_UK
dc.subject Retail en_UK
dc.subject Omni-channel en_UK
dc.subject Performance en_UK
dc.subject Product returns en_UK
dc.subject Multi-channel en_UK
dc.title Online retail returns management: Integration within an omni-channel distribution context en_UK
dc.type Article en_UK


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