Document Type
Article
Publication Date
12-16-2024
Abstract
Researchers have examined the influence of the factors on reducing return rates in retailing over the years. However, the returns experience is often an overlooked way to drive customer engagement and repeat sales in the now ubiquitous omnichannel setting. The focus on returns prevention in existing research overshadows management’s need to understand better the comprehensive mechanics linking the customer in-store return experience with their repurchase actions. Recognizing the need to bridge different stages of the returns management process, this research aims to explore the facilitators and barriers of in-store return activities.
Source Publication
International Journal of Physical Distribution & Logistics Management (IJPDLM) (ISSN 0960-0035, e-ISSN 1758-664X)
Recommended Citation
Hao, J., Richey Jr, R.G., Morgan, T.R. and Slazinik, I.M. (2024), "The BORIS experience: evaluating omnichannel returns and repurchase intention", International Journal of Physical Distribution & Logistics Management, Vol. 54 No. 11, pp. 44-81. https://doi.org/10.1108/IJPDLM-09-2023-0357
Included in
Operations and Supply Chain Management Commons, Other Operations Research, Systems Engineering and Industrial Engineering Commons
Comments
© 2024 The Authors.
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