Dimensions of e-return service quality: conceptual refinement and directions for measurement

Abstract

PurposeResearch regarding the quality of e-tailers’ service during product returns is sparse and the little that has been performed treats returns as recovery from failure. However, that view is outdated. E-tailers' product return practices have substantially evolved and customers' return behavior has considerably increased, in turn, influencing expectations of customers. Thus, a need arises to revise the understanding of how customers evaluate the quality of e-tailers' service during product returns. This study conceptualizes customer-perceived e-return service quality, identifies e-return's current dimensions, and offers directions for measurement.Design/methodology/approachThis study is conducted in two stages. The first stage follows an abductive approach, with a continuous back-and-forth movement between existing theory and two qualitative data sets to identify the dimensions of e-return service quality. Scale development process is started in the second stage to offer directions for measurement based on the empirically grounded dimensions.FindingsThe conceptualization of e-return service quality identifies six dimensions: (1) owning of responsibility, (2) return convenience, (3) return remedies, (4) service team support, (5) site's return friendliness, and (6) returns diligence. The factor analysis supports the six-factor solution that can be employed for developing a valid scale in future.Practical implicationsThe study suggests that e-tailers who are looking to differentiate themselves through superior e-return service quality should focus on customizing their service through excellent performance on these dimensions.Originality/valueThe paper updates and refines the understanding of service quality in the context of product returns service provided by e-tailers and thus offers a novel contribution.

Calidad del servicio en el sistema de rehabilitación social ecuatoriano y expectativa del detenido

“…La confiabilidad o confianza que otorga un sistema se evalúa en magnitud del compromiso del servicio prometido de manera confiable y precisa. Los procesos anexados a la relación del constructo son: protocolos de seguridad, y la cooperación técnica (Saxena et al, 2022;Tian et al, 2020)…”

The Interpretation of Quality in the Sustainability of Indonesian Traditional Weaving

“…The study implies that quality management is the responsibility of top management, despite the fact that it is shared by all levels of management in the company. Saxena [30] also introduced the concept of customer-oriented quality from a different angle. They argued that in e-commerce companies, there are six aspects in the quality of e-return service, namely: ownership of responsibility, return convenience, return remedies, service team support, site's return friendliness, and returns diligence.…”

How risk-aversion level of return policies impact consumer trust in online shopping? An intercultural study in the Middle East

“…Some recent studies have conceptualized issues such as product return service quality in online retailing. Saxena et al (2022) determined six dimensions: owning responsibility, return convenience, return remedies, service team support, site's return friendliness and returns diligence. Also, Ahsan and Rahman (2022) emphasize the novelty of the issue of returns in e-tails, and they suggested key areas such as omnichannel returns management, customer satisfaction and service, the impact of resources such as people skills, the benefits of technology and IT systems in managing e-tail returns for future research.…”