Measuring customer-oriented product returns service performance

Sajjanit, Chonlada; Rompho, Nopadol

doi:10.1108/ijlm-06-2018-0157

Cited by 12 publications

(15 citation statements)

References 80 publications

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“…Step 7 Future Research Agenda Business, Management, and Accounting management (Jerath et al, 2017); flexibility (Shekarian et al, 2020;Chan et al, 2017) and integration (Feizabadi et al, 2019) as antecedents to firm performance (Afshan and Motwani, 2018;Chan et al, 2017;Gorane and Kant, 2017); operational performance (Shin et al, 2015); service performance (Asian et al, 2019;Sajjanit and Rompho, 2019); strategy design (O'Connor et al, 2018;Giannikas et al, 2017); satisfaction (Gonzalez, 2019) and loyalty (Fatima et al, 2018;Gong and Yi, 2018;Milan et al, 2018).…”

Section: Step 4 Search Enginesmentioning

confidence: 99%

A systematic review of responsiveness to develop future research agenda: a TCCM and bibliometric analysis

Sharma

Taggar

Bindra

et al. 2020

BIJ

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PurposeThis paper aims to epistemologically extend and explore the present theories from prior research conducted in the area of responsiveness. Furthermore, it determines to benchmark the prominent theories, characteristics, context and methodologies (TCCM) used in the domain since its inception to advance the science and practice of marketing and logistics discipline.Design/methodology/approachA seven-step methodology (SSM) has been introduced to create a comprehensive dataset. Based upon the selection criteria of high-ranked journals and language, the research studies have been retrieved from Scopus, Web of Science, Business Source Complete and journal homepage to avoid the error of exclusion. Moreover, the dataset has been compiled using manual and electronic searches without any limitation of time.FindingsThe search for a suitable dataset retrieved 642 documents by identifying “1969” as the beginning year of research in the subject domain. The analysis found that responsiveness has been prominently studied in the manufacturing industry. The results also advocate responsiveness as the vital antecedent to performance and satisfaction. Frameworks have been proposed with significant propositions for future empirical testing and theory inventiveness by researchers.Originality/valueThe study pioneers its utility for retailers to recognize the firms' inherent abilities and strengths, which can be promoted to create responsiveness more than ever. The analysis results can act as the compelling force to understand the driving power of various factors influencing responsiveness.

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Section: Step 4 Search Enginesmentioning

confidence: 99%

A systematic review of responsiveness to develop future research agenda: a TCCM and bibliometric analysis

Sharma

Taggar

Bindra

et al. 2020

BIJ

View full text Add to dashboard Cite

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“…According to this concept, marketing tools of organizations in the digital society should be set up to establish trusting relationships with consumers [13,14,15]. Authors Sajjanit C., Rompho N. introduce the concept of an integrated interface for marketing and customer feedback, which greatly improves the efficiency of work with different segments of the consumer market [16,17,18].…”

Section: Discussionmentioning

confidence: 99%

Marketing of Cultural Services: Social and Cultural Challenges of the Region

Ivashova¹,

Grudneva²,

Mizyureva³

et al. 2020

Proceedings of the International Scientific Conference on Philosophy of Education, Law and Science in the Era of Globalization

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The article presents modern approaches to the implementation of the socio-cultural policy of Russia in the regional aspect and the results of marketing research into the process of consumption of cultural services to understand the current challenges facing the regional system of cultural institutions and directions of the transformation of their activities. Transformation of needs of the population in sociocultural and leisure activities, changes in the traditional way of everyday social practices, everyday life, professional activities of citizens, form new directions of development for cultural institutions. These are the issues of ensuring a successful recreational and educational function, applying new methods and tools for working with consumers, and updating the material and technical base and range of services. Among the expected and actively implemented in other sectors of the economic transformation of services can be digital technologies, strict orientation to a particular consumer segment, development of approaches and mechanisms of the economy of impressions. The promotion of the mentioned vectors of development of cultural services in the regional branched out system of institutions will determine the success of the implementation of the socio-cultural strategy of the geopolitically important region and the country as a whole.

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“…Based on that, it can be stated that the user is a key participant in RL. Therefore, it is necessary to develop RL based on user expectations or increase existing customer satisfaction [19]. Increasing customer satisfaction is achieved by improving services.…”

Section: Literature Reviewmentioning

confidence: 99%

Development of Modified SERVQUAL–MCDM Model for Quality Determination in Reverse Logistics

Stević

Tanackov

Puška³

et al. 2021

Sustainability

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To run a business successfully, quality determination and customer relations are very important factors. Therefore, it is necessary to measure quality and identify critical points of business. In this paper, an original integrated model for measuring the service quality of reverse logistics (RL) was developed for the company Komunalac Teslić, which was used as an example. The Delphi and Full Consistency Method (FUCOM) was applied to determine the significance of the quality dimensions, while a modified SERVQUAL (SQ) model was used to measure the service quality of the logistics. An original SQ questionnaire was formed with a total of 21 statements that were arranged in five standard dimensions. Examining the reliability of the questionnaire for quality dimensions using the Cronbach Alpha coefficient, it was found that the measurement scales for dimensions are appropriate in terms of user expectations, while in terms of quality perception there is no measurement scale for the empathy dimension. An extensive statistical analysis was then performed to verify the results. A Signum test was applied to identify the relationship between the responses in terms of expectations and perceptions, i.e., to examine their differences. The findings obtained by this research show that the expectations were higher than the perceived quality of the services and that there was a significant statistical difference for 12 of the SQ statements. For two statements, there was a significant statistical difference in favor of perceived quality compared to expectations. Based on the results obtained, the company must improve its services in order for service quality to be at a satisfactory level.

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Measuring customer-oriented product returns service performance

Cited by 12 publications

References 80 publications

A systematic review of responsiveness to develop future research agenda: a TCCM and bibliometric analysis

A systematic review of responsiveness to develop future research agenda: a TCCM and bibliometric analysis

Marketing of Cultural Services: Social and Cultural Challenges of the Region

Development of Modified SERVQUAL–MCDM Model for Quality Determination in Reverse Logistics

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