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Customer Expectations of Product Returns Service in Thailand's Mobile Industry |
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| รหัสดีโอไอ | |
| Creator | Chonlada Sajjanita and Nopadol Rompho |
| Title | Customer Expectations of Product Returns Service in Thailand's Mobile Industry |
| Publisher | AJMI |
| Publication Year | 2559 |
| Journal Title | ASEAN Journal of Management and Innovation |
| Journal Vol. | 3 |
| Journal No. | 1 |
| Page no. | 1 - 21 |
| Keyword | Customer Expectations |
| ISSN | 2351-0307 |
| Abstract | According to Genchev (2007), product returns problems accounts for 15-20% on average of product sold across all industries. The problems could affect firms' cost and time (French and Discenza, 2006) and remarkably cause customer dissatisfaction (Potdar, 2009; Petersen and Kumar, 2010). Hence, effective product returns management cannot only decrease costs but also increase revenues, profitability and customer service level (Stock et. al., 2006). However, the past literatures in product returns management and reverse logistics were based upon firm perspective, instead of customer perspective. Designing product return policy (Wang et al., 2007; Yalabik, 2005), forecasting product returns (Agrawal et al., 2014; Potdar, 2009) and reducing product returns (Hess et al., 1996; Scariotta, 2003) are examples of issues emphasized in product returns area of study. |
