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Customer product returns are a key challenge for online retailers. Previous research primarily focused on causes of returns and possible interventions to reduce customers’ product returns and concomitant costs for online retailers. However, little is known about the effect of product returns on key relational outcomes. Drawing on relationship marketing theory, we test a model that relates product...
Pressure continues to build on the operations management function to facilitate system and firm level benefits. In the online marketplace, one area of growing interest is that of product returns. Though commonly viewed as a cost center from an operations perspective, operations’ actions have the potential to strongly influence future customer buying behavior in several ways. Using an archival database...
This research conducts an empirical study on car recalls in the US market. The research uses secondary data from recall websites maintained by public and private organizations. The objectives of the study are to investigate car recall trends and identify the causes and effects of recalls. Analysis shows that the majority of car recalls are initiated by a few car makers that are facing an increase...
Online retailers have associated the introduction of user-generated product reviews with increased customer sales and decreased product returns. For all of the perceived value conveyed by customer reviews, however, little effort has been directed towards leveraging user-generated content beyond a product centric focus: customers first select a product in order to read from prior users of that product...
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