Optimal ordering decisions under two returns policies

Kulkarni, Shailesh; Ponnaiyan, Subramaniam; Tarakci, Hakan

doi:10.1080/00207543.2014.988883

Cited by 9 publications

(2 citation statements)

References 26 publications

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“…PCRS is a strategy to minimize return barriers during product return or exchange. PCRS helps retailers share risks with the manufacturer (Kulkarni et al, 2015;Arora and Chakraborty, 2020). For this reason, the growing role of the pro-consumer approach to returns and complaints may not only strengthen the competitive position of enterprises but also be reflected as a tool to increase customer satisfaction and loyalty (Kusumawati and Rahayu, 2020;Singh et al, 2021;Lysenko-Ryba and Zimon, 2021).…”

Section: Introductionmentioning

confidence: 99%

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Examination of aspects of pro-consumer refund system

Lysenko-Ryba

Zimon

Madzík

et al. 2022

TQM

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PurposePro-consumer refund system (PCRS) should be understood as a process in customer service, within which activities are related to the handling of goods that do not meet customer expectations, both in business-to-consumer (B2C) and business-to-business (B2B) relations. The research monitored three groups of variables – the importance of shopping decision factors, customer ID characteristics and PCRS characteristics. The authors explore relationships between these three groups of variables, and the authors tried to understand better the role of the PCRS system in customer perception of service quality.Design/methodology/approachAn electronic survey was used to collect data in the planned structure. Research questions were developed into variables, and these were then the basis for creating questionnaires. Data were collected through electronic questionnaires. The sample consisted of 327 respondents from Poland (confidence level = 95%, confidence interval = 5.42).FindingsThe results of the research show that the PCRS is very important and appreciated from the customer's perspective. Most of the respondents are aware of their consumer rights and correctly understand the meaning of the term “pro-consumer refund system”. Respondents require complex service in terms of returns; their satisfaction does not depend on any individual factor. This also means that the return system must be lenient in each aspect.Originality/valueA detailed analysis of aspects of PCRS has not yet been carried out in the literature. Although previous studies have focused, at least in part, on defining the essential attributes of PCRS, in most cases, it was an organization-driven view of this topic. The research examined the interrelationships between aspects of PCRS based on empirical data and offered a new perspective on this evolving concept.

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Section: Introductionmentioning

confidence: 99%

“…PCRS is a strategy to minimize return barriers during product return or exchange. PCRS helps retailers share risks with the manufacturer (Kulkarni et al. , 2015; Arora and Chakraborty, 2020).…”

Section: Introductionmentioning

confidence: 99%