Edited by Katrijn Gielens and Els Gijsbrechts
Product returns continue to challenge retailers, especially as retail channels and product variety proliferate. The purpose of this chapter is to first highlight the ongoing research on product returns in both the marketing and supply chain/operations areas in an effort to encourage more research that has the potential to span boundaries across these two areas. Further, the goal is to highlight some of the new product return-related developments in retailing that are attempting to solve the ongoing challenge of better managing customer product return behavior to maximize customer profitability. Specifically, the authors pose several still unanswered research questions to inspire ongoing research on product returns across the marketing and supply chain/operations areas.
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