A Decision Method for Returns Logistics Based on the Customer's Behaviour in E-commerce

Abstract

Abstract In recent years, many industries have realized that Reverse Logistics (RL) is a necessity for sustainable competitiveness. RL has become a key competence in modern supply chains. And it has been a field of importance for organizations due to growing environmental concerns, legislation, corporate social responsibility and sustainable competitiveness. As the important part of the RL, returns logistics has grown with the development of the E-commerce concept and practice. This study proposes a decision method to determine weather the customer's returns requests are accepted for the logistics enterprise, considering the customer's behaviour. At the beginning, the customers are divided into four types according with their demands. Then, the disruption measurement model is developed based on the categories of the entities in the returns logistics system. And the sensitivity of the time and satisfactions are considered in the research, Furthermore, the framework of the returns logistics is established and decision method for returns logistics based on the customer's behavior is provided. At last, a case study is carried out to evaluate the effectiveness of the method. This will provide a reference for decision-making when they improve the quality of work in Systems Engineering.