Abstract
An important service management activity, particularly in a retail environment, is return services. This article discusses the strategic issues surrounding the effective management of product return services presents a case study to illustrate how a reverse supply chain and the logistics activities that support it were reengineered to enhance the effectiveness and profitability of the product returns process for a major direct retailer in the US.
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CITATION STYLE
Bienstock, C. C., Mehdi Amini, M., Retzlaff-Roberts, D., & Nichols, E. L. (2015). Re-Engineering a Reverse Supply Chain for Product Returns Services. In Developments in Marketing Science: Proceedings of the Academy of Marketing Science (pp. 234–238). Springer Nature. https://doi.org/10.1007/978-3-319-10864-3_133
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