2021
DOI: 10.1108/k-11-2020-0831
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Toward customer-centric mobile phone reverse logistics: using the DEMATEL approach and social media data

Abstract: PurposeRecently, reverse logistics (RL) has become more prominent due to growing environmental concerns, social responsibility, competitive advantages and high efficiency by customers because of expansion of product selection and shorter product life cycle. However, effective implementation of RL results in some direct advantages, the most important of which is winning customer satisfaction that is vital to a firm's success. Therefore, paying attention to customer feedback in supply chain (SC) and logistics pr… Show more

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Cited by 9 publications
(4 citation statements)
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“…Every day, more electronic gadgets are developed in response to the rising community and ever-expanding technology (Shokouhyar et al 2021 ). Any financial transaction via the Internet is referred to as e-commerce (Zhao et al 2021a ).…”
Section: Introductionmentioning
confidence: 99%
“…Every day, more electronic gadgets are developed in response to the rising community and ever-expanding technology (Shokouhyar et al 2021 ). Any financial transaction via the Internet is referred to as e-commerce (Zhao et al 2021a ).…”
Section: Introductionmentioning
confidence: 99%
“…In contrast, in TISM, the interpretive logic knowledge base matrix is prepared to provide logic for each linkage. TISM approach identifies the structural relationship between the variables [42][43][44][45], and DEMATEL further provides the strength of those relationships, along with providing the cause and effect relationship among the variables [46][47][48]. Further, in this section, the methodology for TISM and DEMATEL approaches are discussed.…”
Section: Methodsmentioning
confidence: 99%
“…While the workshop has delved extensively into the discrete concepts of social media marketing and logistics, there lies an unexplored territory at their convergence. This section of the workshop advocates for the harmonization of these two 10.12198/spekta.v4i2.7997 domains, shedding light on how small businesses can leverage social media platforms to optimize their production schedules and streamline their supply chain processes [23], [24]. Acquiring real-time customer feedback through social media channels is pivotal in fine-tuning logistics strategies, allowing businesses to respond swiftly to market demands and changes [25].…”
Section: Balancing Your Logistic For Small Businessmentioning
confidence: 99%