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Cited by 261

The DOI matches its Crossref record; 11 of the 11 references it cites were found in a registry or an index.

The customer consequences of returns in online retailing: An empirical analysis

Griffis, Stanley E., Rao, Shashank, Goldsby, Thomas J., Niranjan, Tarikere T.·2012·Journal of Operations Management
DOI 10.1016/j.jom.2012.02.002
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Abstract

Pressure continues to build on the operations management function to facilitate system and firm level benefits. In the online marketplace, one area of growing interest is that of product returns. Though commonly viewed as a cost center from an operations perspective, operations’ actions have the potential to strongly influence future customer buying behavior in several ways. Using an archival database of actual purchase and returns history provided by a moderately sized online retailer, this study examines the relationship between a customer's experience of product returns, and subsequent shopping behavior. Employing transaction cost, consumer risk, and procedural justice theories, we demonstrate that the returns management process, rather than being regarded as an afterthought to the production and deployment of goods, can significantly and positively influence repurchase behavior. Additionally, we provide evidence that certain customers should be considered for prioritization in the returns process. We suggest ways through which operations managers can take care in discharging their responsibilities in this area – to make returns processing more than simply a “necessary cost of doing business” rather, using it to their advantage in engendering repeat and increased purchase behavior.

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Metadata

Authors
Griffis, S. E., Rao, S., Goldsby, T. J., & Niranjan, T. T.
Venue
Journal of Operations Management
Publisher
Wiley
Published
2012-03-10
Volume
30
Issue
4
Pages
282-294
ISSN
  • 0272-6963 (ISSN-L)
  • 1873-1317
DOI
10.1016/j.jom.2012.02.002
OpenAlex
W2073145055
Cited by
261
References
11
FWCI
13.48
Type
journal article
Language
en
Open access
closed

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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.