Revolutionizing Product Return Management: Harnessing Supply Community Network for Enhanced Customer Experience

Abstract

Ensuring a seamless and customer-friendly return process drives customer satisfaction and influences repeat purchases. This study explores the impact of proactive communications and a flexible return process with transparent options to create an exceptional returns experience. Leveraging the Supply Community Network (SCN) approach, enriched with social Internet of Things capabilities and humanoid social networking behavior assumptions, we propose a more effective and efficient application of product return processes. Our research extends the applicability of the SCN approach to encompass a product return scenario, thereby mirroring real-world interactions and distinct SCN configurations. Through a case study, we assess the approach's effectiveness and highlight key endeavors for its future use and refinement. Furthermore, we emphasize how the SCN approach effectively mitigates product return challenges by presenting a detailed application scenario. This approach demonstrates its potential to revolutionize product return management, paving the way for enhanced customer experiences and fostering lasting customer loyalty.