Concepedia

Returns Service Quality

Returns Service Quality is a construct in returns management that measures the effectiveness, efficiency, and customer satisfaction of the processes and systems involved in handling product returns, distinguishing it from broader service quality concepts by its specific focus on reverse logistics and post-purchase return experiences.

9

Publications

642

Citations

27

Authors

21

Institutions

Publications per year

2017–2026

5

Parents

Publications

9

Managing Internet Product Returns: A Focus on Effective Service Operations

Diane A. Mollenkopf, Elliot Rabinovich, Timothy M. Laseter et al. · Decision Sciences · 2007 · 207 citations

, , +14

Electronic logistics service quality and repurchase intention in e-tailing: Catalytic role of shopping satisfaction, payment options, gender and returning experience

Nikunj Kumar Jain, Hasmukh Gajjar, Bhavin J. Shah · Journal of Retailing and Consumer Services · 2020 · 113 citations

, , +17

The interface between retailers and logistics service providers in the online market

Yuan Xing, David Grant, Alan Campbell McKinnon et al. · European Journal of Marketing · 2011 · 91 citations · Full text

, , +14

The link between new and return business and quality of care

Diane Sturdy Greeneich · Advances in Nursing Science · 1993 · 60 citations

, , +12

How consumers value retailer's return policy leniency levers: An empirical investigation

Huseyn Abdulla, James D. Abbey, Michael Ketzenberg · Production and Operations Management · 2021 · 57 citations

, , +17

1–5 of 9

Authors

27

  1. JD
    James D. Abbey

    Texas A&M University, United States

    1 publications · 57 citations

    1

    h-index

  2. QC
    Qian Chen

    Huazhong Agricultural University, China

    1 publications · 21 citations

    1

    h-index

  3. HG
    Hasmukh Gajjar

    Indian Institute of Management Indore, India

    1 publications · 113 citations

    1

    h-index

  4. AC
    Alan Campbell McKinnon

    Heriot-Watt University, United Kingdom

    1 publications · 91 citations

    1

    h-index

  5. AH
    Atefeh Hassanpour

    University of North Carolina at Charlotte, United States

    1 publications · 39 citations

    1

    h-index

1–5 of 27

Institutions

21

  1. Arizona State University

    Tempe, United States

    2 h-index

    2 publications

    267 citations

  2. École de management de Lyon

    Lyon, France

    1 h-index

    1 publications

    21 citations

  3. Institute of Management Technology

    Ghaziabad, India

    1 h-index

    1 publications

    113 citations

  4. Huazhong University of Science and Technology

    Wuhan, China

    1 h-index

    2 publications

    42 citations

  5. University of Hull

    Hull, United Kingdom

    1 h-index

    1 publications

    91 citations

  6. Indian Institute of Management Indore

    Indore, India

    1 h-index

    2 publications

    226 citations

  7. University of Tennessee at Knoxville

    Knoxville, United States

    1 h-index

    1 publications

    207 citations

  8. St Petersburg University

    Saint Petersburg, Russia

    1 h-index

    1 publications

    207 citations

1–8 of 21

Venues

  1. 1

    h-index

  2. Decision Sciences

    1 publications · 207 citations

    1

    h-index

  3. International Journal of Production Research

    1 publications · 34 citations

    1

    h-index

  4. Computers & Industrial Engineering

    1 publications · 39 citations

    1

    h-index

  5. European Journal of Marketing

    EJM · 1 publications · 91 citations

    1

    h-index

1–5