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

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dc.contributor.authorBernon, Michael
dc.contributor.authorCullen, John
dc.contributor.authorGors, Jonathan
dc.date.accessioned2020-01-30T14:59:10Z
dc.date.available2020-01-30T14:59:10Z
dc.date.issued2016-07-04
dc.description.abstractWith 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.identifier.citationBernon 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. 584-605en_UK
dc.identifier.issn0960-0035
dc.identifier.urihttps://doi.org/10.1108/IJPDLM-01-2015-0010
dc.identifier.urihttp://dspace.lib.cranfield.ac.uk/handle/1826/15046
dc.language.isoenen_UK
dc.publisherEmeralden_UK
dc.subjectReverse logisticsen_UK
dc.subjectRetailen_UK
dc.subjectOmni-channelen_UK
dc.subjectPerformanceen_UK
dc.subjectProduct returnsen_UK
dc.subjectMulti-channelen_UK
dc.titleOnline retail returns management: Integration within an omni-channel distribution contexten_UK
dc.typeArticleen_UK

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