An empirical analysis on the influence of risk on relationships between handling of product returns and customer loyalty in E-commerce

被引：91

作者：

Ramanathan, Ramakrishnan ^{[1
]}

机构：

[1] Univ Nottingham, Sch Business, Operat Management Div, Nottingham NG8 1BB, England

来源：

INTERNATIONAL JOURNAL OF PRODUCTION ECONOMICS | 2011年 / 130卷 / 02期

关键词：

E-commerce; Product returns; Customer loyalty; Risk; SUPPLY-CHAIN MANAGEMENT; FIRM PERFORMANCE; SERVICE QUALITY; OPPORTUNITIES; SATISFACTION;

D O I：

10.1016/j.ijpe.2011.01.005

中图分类号：

T [工业技术];

学科分类号：

08 ;

摘要：

Using data from online customer ratings, we explore how the relationships between performance of companies in handling product returns and customer loyalty are affected by risk characteristics of products. Our results show that handling product returns plays an important role in shaping customer loyalty for low-risk products and also for high-risk products but not for products that exhibits medium levels of risk. These results have implications for website managers and development of reverse-logistics channels in the internet supply chains. (C) 2011 Elsevier B.V. All rights reserved.

引用

页码：255 / 261

页数：7

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