The challenge of reverse logistics in catalog retailing

TLDR

Companies increasingly focus on managing returns, using reverse logistics to recover assets that would otherwise be lost. The study examines how industry, firm size/sales volume, and the assignment of disposition responsibility affect reverse logistics performance and customer satisfaction. Results show mixed outcomes: performance is significantly affected by sales volume, satisfaction by industry, but neither metric is influenced by who is responsible for disposition.

Abstract

Many firms are placing greater emphasis on managing returned product. Reverse logistics programs are being used to recover assets that would otherwise be lost. Research results are presented covering reverse logistics programs in the electronics industry, specifically among firms selling through catalogs. The paper looks at how reverse logistics performance and satisfaction with reverse logistics service are influenced by industry, firm size/sales volume, and internal or external assignment of responsibility for disposition. The results are mixed. Performance is significantly impacted by sales volume, while industry effects significantly impact satisfaction. Neither performance nor satisfaction was significantly influenced by location of responsibility for disposition.