In an omni-channel supply chain, companies offer customers multiple channels to interact with their brand. This allows for greater outreach and sales, resulting in increased customer loyalty and trust. Furthermore, there has been little discussion on the simultaneous consideration of strategic and tactical decisions under return policies in omni-channel supply chains. To maximize total profit, this research proposes a two-echelon supply chain, comprising a manufacturer and multiple retailers, including traditional, electronic and omni-channels. The non-deterministic demand function takes into account the sales price, refund price, delivery time and order quantities. A heuristic algorithm based on analysis of Karush–Kuhn–Tucker optimality conditions used to solve a nonlinear programming model. This research presents an analysis of the factors influencing the decision variables and profit of the entire supply chain and offers retailers a unique way to evaluate their performance and make operational decisions regarding price, delivery time and order quantities.
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