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Title:
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MANAGING RETURNS IN E-BUSINESS |
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Author(s):
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Dushantha Dissanayake , Mohini Singh |
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ISBN:
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972-8924-16-X |
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Editors:
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Pedro Isaías, Maggie McPherson and Frank Bannister |
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Year:
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2006 |
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Edition:
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1 |
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Keywords:
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Managing returns in e-business, reverse logistics, customer support |
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Type:
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Full Paper |
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First Page:
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336 |
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Last Page:
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343 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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This paper is a discussion of managing returned goods in e-business. After a discussion of literature on reverse logistics
management issues it also discusses some preliminary findings of a research project undertaken with the Australian ebusiness
organisations. The major findings indicate that a good return management process supports customer
relationship management and enables capturing value by reselling, redistributing and repairing returned products. It
highlights that effectively managing returns in e-business sales allows recapturing value from products, however, most
organizations do not have reverse logistics as a business process in their organization. The findings suggest that reverse
logistics management is an important e-business process. |
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