Purpose– The distribution literature provides support for examining product returns from a customer-based perspective. Based on this need, the purpose of this paper is to identify the underlying causes of product returns based on a survey of 308 Wal-Mart and Target customers who engaged in product returns.Design/methodology/approach– Structural equation modelling was used to verify and test the relationships examined.Findings– It was found that dissatisfaction with a product results in an emotional dissonance that is positively related to product returns. Two primary reasons for return were examined, the expectation of the customer not being met and the customer finding a better product or price. Both reasons for return were found to influence the frequency of returns. It is also reported that gender, but not store brand moderated these relationships. Males had higher levels of product dissatisfaction and subsequent emotional dissonance than females. Males however did not have higher rates of return than females.Originality/value– The research provides new knowledge in the management of retail returns by identifying their underlying causes as well as specific reasons for returns. This knowledge can assist managers in identifying the behavioural influences on product returns and in developing methods to minimize those returns.

ABSTRACTResearch on consumer product returns has identified product failure, dissatisfaction, and fraudulent intent as primary causes. In recent years, however, consumers return products even before experiencing dissatisfaction and when products are not defective. Moreover, most consumers who return products are ordinary scrupulous people. Ironically, product returns are on the rise while overall product quality has improved. This suggests that there are other reasons for product returns yet to be uncovered. This study critically examines such types of recently observed product‐return behaviors from the postpurchase dissonance (PPD) and ecological marketing perspectives. A proposition emerged through the critical review that in the current competitive and consumer‐centered market environment, consumers increasingly choose product return over other options identified in the literature as a viable strategy to cope with their PPD. Two empirical studies and a recent major industry study on consumer product returns provided strong support for the proposition. Managerial and future research implications of the findings are discussed.

Product returns are both a challenge and an opportunity for most retailers, since more than US$640 billion in revenue is lost each year because of preventable product returns. A major impediment to unlocking the full potential of these returns is the firm’s returns management program: the policies governing the customer-firm exchange process. Recent insights from research and practice have yielded the unprecedented opportunity to open the “black box” of developing effective programs. Yet, such development must address three main questions: What types of returns management programs exist? What misunderstandings impede returns management effectiveness? How can retailers develop effective programs? This article distinguishes among different types of returns management programs and discusses the managerial misunderstandings that reduce their effectiveness. It presents a framework for developing, implementing, and controlling effective programs that allow retailers to boost sales, reduce returns, and increase profitability.

An increasing percentage of products in multichannel retail are being returned, yet many retailers and manufacturers are not aware of the importance and scale of this issue. Similarly, the literature on online returns is limited. Returns processes can be very complicated, contain many manual steps that have several variations, unclear decision-making rules and, at the handling stage, often involve low-wage third-party employees guided by patchy IT systems. This article maps the complexity of product returns processes, highlights challenges and identifies opportunities for improvement, thereby contributing to a deeper understanding of the emerging field of product returns research. It also concludes that it is essential for returns to be made a strategic priority at the senior management level, implementing a Lean approach to returns systems. The research was based on 4 case studies, 17 structured interviews and 3 retail community workshops, all with British and other Western European retailers. Through triangulation of individual data, a generic process map for retail returns was created and implications for sustainability, loss prevention and profit optimisation are examined.

The aim of this article is to develop research propositions for product returns management using the Institutional Theory (INT) as the foundation for the study. The paper culminates with a research model based on this theoretical perspective to examine the input and output of product returns management as part of a comprehensive sustainability effort. The study is exploratory in nature based on five case studies of participating manufacturers in the automotive, and electrical and electronics industry in Malaysia. The interview results reveal that the five participating companies established a product returns management program to handle three types of product returns found in their organizations. This is not surprising because successful product returns management has a number of internal and external benefits to the firms. Our interviews also uncover that the abundant amount of product returns is pressing these companies to implement an effective product returns management program. Based on the primary and secondary data collected in this study, three propositions are developed for future research, which should be tested with a large empirical data set to strengthen the theoretical contributions and managerial implications of this study.

NanomedicineVol. 8, No. 8 News & ViewsResearch Highlights: Highlights from the latest articles in nanomedicineHannah StanwixHannah StanwixFuture Medicine, Unitec House, 2 Albert Place, London, N3 1QB, UK. Search for more papers by this authorEmail the corresponding author at h.stanwix@futuremedicine.comPublished Online:5 Aug 2013https://doi.org/10.2217/nnm.13.124AboutSectionsView ArticleView Full TextPDF/EPUB ToolsAdd to favoritesDownload CitationsTrack CitationsPermissionsReprints ShareShare onFacebookTwitterLinkedInRedditEmail View article"Research Highlights: Highlights from the latest articles in nanomedicine." , 8(8), pp. 1237–1238"Research Highlights: Highlights from the latest articles in nanomedicine." , 8(8), pp. 1237–1238"Research Highlights: Highlights from the latest articles in nanomedicine." , 8(8), pp. 1237–1238"Research Highlights: Highlights from the latest articles in nanomedicine." , 8(8), pp. 1237–1238FiguresReferencesRelatedDetailsCited ByPlasmonic Particles that Hit Hypoxic Cells20 November 2014 | Advanced Functional Materials, Vol. 25, No. 2Laser-activated nano-biomaterials for tissue repair and controlled drug release31 July 2014 | Quantum Electronics, Vol. 44, No. 7 Vol. 8, No. 8 Follow us on social media for the latest updates Metrics Downloaded 37 times History Published online 5 August 2013 Published in print August 2013 Information© Future Medicine LtdPDF download

PurposeThis article sheds light onto the increasing problem of product returns, which is exacerbated by growing e-commerce. Many retailers and academics are oblivious to the nature and scale of this challenge. Interdisciplinary research is needed to develop supporting theory, and cross-functional teams are required to implement measures addressing economic, ecological and social sustainability issues.Design/methodology/approachThe initial project adopted a multi-case study approach, whereby returns processes were mapped, vulnerabilities identified and a returns cost calculator was developed.FindingsProduct returns processes are usually complicated, prone to internal and external fraud, inefficient and lack sustainability. They can generate considerable losses to the business, especially as returns data are often not systematically collected, monitored or reported to senior management. There are important implications for strategic and operational management, namely the need to develop a concept for Lean returns systems.Originality/valueProduct returns are a unique and understudied but growing field in academic research, with only few publications over the last two decades. Yet the phenomenon is causing increasing problems in business and society. Robust solutions could achieve great financial and non-financial impacts.

PurposeForecasting product returns plays an important role in the operations of reverse logistics (RL). However, their contribution to sustainability performance is yet to be explored. The purpose of this paper is to explore the product returns in Indian electronics industry and examine the relationship of forecasting product returns with triple bottom line performance of RL.Design/methodology/approachIn this study, based on past literature review, four hypotheses, relating to forecasting of product returns and its association with performance, were developed. A questionnaire was sent to 700 respondents from the Indian electronics industry. Overall, 208 received responses were found suitable for the research. The necessary statistical analysis was carried out to ensure the reliability and validity of the questionnaire. In order to test different hypotheses, partial least square path modelling (PLSPM) technique of structural equation modeling was utilized.FindingsMeasurement model had shown sufficient data fit for the modeling. PLSPM results reveal that the accuracy in forecasting product returns is positively associated with operational performance of RL. It also plays an important role in the sustainability efforts of an organization.Research limitations/implicationsManagers can utilize results of study for exploring and emphasizing issues of product returns for improving RL performance. One of the limitations is that data are collected only from Indian electronics industry. Another limitation is that only product returns are considered for the operational and TBL performance of RL. In future, study may be carried out considering different factors in other sectors and countries.Originality/valueThe intent of forecasting product returns is considered to be operational efficiency. It can make significant contributions to the sustainability efforts of an organization. Review of the past literature indicates that research in the field of RL is in developing stage, and issues related to forecasting product returns are under-represented. The paper adds value to the few available articles on product returns.

PurposeThis study conducts a systematic literature review of e-tail product returns research. E-tail product returns are essentially acquisition of products that have been sold through purely online or brick-and-click channels and then returned by consumer to business.Design/methodology/approachUsing a systematic literature review protocol, we identified 75 peer-reviewed articles on e-tail product returns, conducted bibliometric analysis and content analysis of the articles and summarised our findings.FindingsThe findings reveal that the subject of e-tail returns is a new research area; academics have started to investigate several aspects of e-tail returns through different research methodologies and theoretical foundations. Further research is required in leading e-commerce countries and on key areas such as omni-channel 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.Practical implicationsThe study offers a summative account of current e-tail knowledge areas, which can serve as a reference guide for e-tailers to develop strategies for more efficient and competitive product returns.Originality/valueThis study contributes theoretically by developing clusters of key themes or knowledge areas about e-tail returns. It also provides a conceptual framework for e-tail returns management, which can be used as a springboard for further empirical research.

Purpose – In spite of regular occurrence of product returns, research into determinants of returns services in retail businesses is still limited. To fill the gap, the purpose of this paper is to investigate critical determinants of customer to business type product returns services in the retail industry. Design/methodology/approach – The authors develop a framework of product returns services that consists of three major service categories and 16 returns service determinants. The criticality of the determinants of product returns management are assessed employing the analytic hierarchy process (AHP) based multi-criteria decision-making approach. Under AHP set up the authors interview retail operations managers of major retail firms in Australia to identify critical determinants of product returns services. Findings – Results indicate that the most important returns services dimensions are the way in which returns services are handled through interaction, and the outcome of service delivery. The top five critical service determinants of product returns are related to: communication support service for customer, money back for any type of returns, customer support access, user-friendly interaction, and product replacement. Originality/value – The findings of the study can be considered by senior managers of retail firms as a reference guide for designing efficient and effective returns service systems and developing strategies for competitive advantage through product returns, namely, customer retention.