Ivan Russo

The returns management process in supply chain strategy

Purpose – The purpose of this paper is to consider theory development related to returns management within supply chain strategy. The marketing/logistics relationship relative to the returns management process is investigated.Design/methodology/approach – Grounded theory qualitative methodology. Managers in five Italian firms, across marketing and logistics roles, at strategic and operational levels were interviewed.Findings – Four key findings emerged: strong evidence exists that strategic goals and policies are being implemented; cross‐functional integration within the firms is broader than was expected; the more integrated firms deal better with external factors influencing the returns management process; and supply chain orientation – including forward and reverse supply chain flows – is linked to effective returns management.Research limitations/implications – Firms were pre‐selected for participation, due to researchers time constraints. Additionally, given the pan‐European approach to many supply ...

Product Returns and Customer Value: A Footware Industry Case

Managing the flow of product returns is increasingly recognized as a strategically important activity that spans different functions within and across firms, especially in terms of marketing and operations. We focus specifically on managing returns in the shoes industry. In order to explore the phenomenon of returns management, a qualitative research methodology was chosen to generate an in-depth analysis given the currently limited understanding of the present research topic. Our results suggest that returns management is recognized an increased role in inter-functional alignment and that this phenomenon is linked to different elements of the relationship value.

The combined effect of product returns experience and switching costs on B2B customer re-purchase intent

Purpose This study investigated business-to-business (B2B) repeated purchase intent and its relationships with customer value and customer satisfaction. Additionally, it explored the link between willingness to purchase again, switching costs and product returns management. Modern customers are more likely to switch suppliers; however, previous research suggests that this behaviour can be attenuated by a robust returns management experience. The purpose of this study was to provide a revised model of B2B repeated purchase intent that integrates the concept of product returns management and switching costs with existing B2B customer repurchase intent models. Design/methodology/approach First, a qualitative inquiry based on semi-structured interviews was conducted to test and develop a quantitative survey. Then a survey was then sent to business owners operating in the audiology industry. Finally, there were 317 responses. Findings The authors reveal the complex relationship between returns management and repeated purchase intent. Specifically, the authors’ results indicate that the effect of product returns on repurchase intent is opposite to the effect of customer value, depending on the value of customer value. The authors’ findings indicate that even when switching costs are low, firms can positively impact the intent to purchase again in the future if they increase the level of customer satisfaction. In addition, the authors’ findings indicate that in the context of B2B a high/low level of customer satisfaction does not trigger a positive effect of managing product returns on repurchase intent. Originality/value This study was the first to introduce the concept of product returns management to research on B2B repurchase intent.

From e-Marketplace to e-Supply Chain: Re-conceptualizing the Relationship Between Virtual and Physical Processes

In this research in progress paper, we seek to understand how pervasive use of ICT based platform such as electronic marketplaces influences the evolution of novel inter-organizational relationship. We focus on selling and distribution processes in fashion industry analysing the emerging phenomena from the perspective of the services provider. We chose two Internet platforms specialized in outsourcing the e-commerce related processes in the fashion industry, as exemplary cases. Our preliminary results suggest that such as platforms are deeply changing the system of relationships between clients and suppliers, affecting the processes performances, requiring a new conceptualization of the main attributes of the traditional supply chain.

Who knows what? Reconfiguring the governance and the capabilities of the supply chain between physical and digital processes in the fashion industry

Abstract On the basis of an exploratory multiple-case qualitative longitudinal study in the fashion industry, this article describes how digital technologies enabled choices among different types of supply chain governance. In doing so, this study responds to calls for governance-oriented longitudinal explorations and suggests an alternative path of governance choices in which the digital technologies become the platform that allows a dynamic discourse between outsourcer and outsourcee. Our results show that, when firms decide to leverage their performances through the adoption of information technology, they need to define their knowledge transfer capacities in order to adopt the appropriate type of governance model. With this article, we contribute to the global value chain literature adding to the knowledge transfer dimension.

Logistics Service Quality: Searching for New Drivers of 3PL Customers’ Satisfaction

Despite a fairly rich research tradition dedicated to service quality and customer satisfaction in logistics, much of the focus has remained on service quality in buyer–supplier relationships, and only to a lesser extent has it addressed third-party logistics relationships. This study investigates perceived satisfaction, defined as the degree to which a logistics customer is satisfied with a third-party logistics provider’s overall performance in the outsourcing relationship, and provides relevant insights for scholars and managers. Our study has advanced Logistics Service Quality beyond previous literature, adding two new relevant drivers (returns management and reputation) with significant impacts on perceived satisfaction among 3PL customers.

Marketing internazionale e resilienza. Analisi degli elementi endogeni ed esogeni che influenzano i percorsi di sviluppo delle Pmi italiane in contesti critici

The research has its main objective the exploration of how the businessmodels of Small Medium Italian companies (Smes), in some contexts,adapt or react to macro and micro environment that could potentiallybe problematic. Those may cause changes of business contextand be instrumental in defining new paths of development of the business,with strategic decisions concerning marketing strategy. The use ofa qualitative research methodology has allowed us to understand the dynamicsof the evolutionary paths of strategic international marketing ofSmes, analyzing the related factors of vulnerability and resilience. Theresults suggest developmental pathways that depend on the resiliencecapacity and evolutionary adaptation of business models for Smes in orderto keep and develop the firm.

Consumer Satisfaction and Loyalty in Digital Markets: Exploring the Impact of Their Antecedents

Customer loyalty is even more important in the e-commerce since the costs of serving customers decrease as long as the customers’ number increases. Convenience, variety seeking, trust, security, social interaction, returns policy are helpful elements to predict e-satisfaction, and this latter, constitutes the primary cause of e-loyalty. The aim of the paper is to better explore the impact of different drivers in enhancing the satisfaction and loyalty perceived by customer when purchasing online in a B2C context. Results show that not all the antecedents represent drivers enhancing customer satisfaction and loyalty. In particular, the constructs related to ease of use and trust on the e-retailer/s are found to be always positively linked to all the three dependent variables (satisfaction, repurchase intention and WOM), while monetary savings and security do not impact on these three outcomes. Considering the effect of return policy, it impacts both on satisfaction and overall loyalty.

Understanding the Impact of Return Policy Leniency on Consumer Purchase, Repurchase, and Return Intentions: A Comparison Between Online and Offline Contexts: An Abstract

The importance of return policy in gaining competitive advantage is particularly important, as it represents to consumers an important indicator of the level of service of a firm and a key signal that might help them to reduce the perceived risk when deciding to buy a product. This has gained more and more importance with the advent of the online channel and ongoing digitalization (Verhoef et al. 2015) which has led retailers to face omnichannel-based management.

The role of facilitators as partial signalers in the context of value perception

Purpose This paper aims to investigate the role of qualified professionals acting as facilitators. These intermediaries can help to reduce information asymmetry between the manufacturer and the customer and to transfer knowledge to evaluate the quality of a product or service before use by the customer. Design/methodology/approach This study utilized a two-stage research design consisting of a qualitative study with semi-structured qualitative interviews. The results were used to conduct the second quantitative study using an empirical survey. Findings Using the information asymmetry and signaling theory, the facilitator in this study represents the partial receiver, whereas the manufacturer is the signaler, and the focus is on understanding the value and “signals” perceived by the receiver with respect to the manufacturer’s overall offerings. Originality/value The study provides a framework that highlights the main value driver categories that professional service providers consider important for value creation.