Handbook of Research on Retailing
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Handbook of Research on Retailing

Edited by Katrijn Gielens and Els Gijsbrechts

The advent of e-commerce and the rise of hard discounters have put severe pressure on traditional retail chains. Boundaries are blurring: traditional brick & mortar players are expanding their online operations and/or setting up their own discount banners, while the power houses of online retail are going physical, and hard discounters get caught up in the Wheel of Retailing. Even successful companies cannot sit back and rest, but need to prepare for the next wave of change. In the face of this complexity, it is all the more important to take stock of current knowledge, based on insights and experience from leading scholars in the field. What do we know from extant studies, and what are the ensuing best practices? What evolutions are ahead, and will current recipes still work in the future? This Handbook sheds light on these issues.
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Chapter 10: Managing product returns in retailing

J. Andrew Petersen and Aydın Alptekinoğlu

Abstract

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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