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"Bricks and Clicks": The Impact of Product Returns on the Strategies of Multichannel Retailers

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Cited by:

  1. Fei Gao & Xuanming Su, 2017. "Omnichannel Retail Operations with Buy-Online-and-Pick-up-in-Store," Management Science, INFORMS, vol. 63(8), pages 2478-2492, August.
  2. Xiaoqing Zhang & Wantong Chen & Min Wang & Dalin Zhang, 2022. "Optimal Decisions in Green, Low-Carbon Supply Chain Considering the Competition and Cooperation Relationships between Different Types of Manufacturers," IJERPH, MDPI, vol. 19(22), pages 1-17, November.
  3. He, Bo & Gupta, Varun & Mirchandani, Prakash, 2021. "Online selling through O2O platform or on your own? Strategic implications for local Brick-and-Mortar stores," Omega, Elsevier, vol. 103(C).
  4. Leela Nageswaran & Soo-Haeng Cho & Alan Scheller-Wolf, 2020. "Consumer Return Policies in Omnichannel Operations," Management Science, INFORMS, vol. 66(12), pages 5558-5575, December.
  5. Anthony Dukes & Yi Zhu, 2019. "Why Customer Service Frustrates Consumers: Using a Tiered Organizational Structure to Exploit Hassle Costs," Marketing Science, INFORMS, vol. 38(3), pages 500-515, May.
  6. Wagner, Gerhard & Schramm-Klein, Hanna & Steinmann, Sascha, 2020. "Online retailing across e-channels and e-channel touchpoints: Empirical studies of consumer behavior in the multichannel e-commerce environment," Journal of Business Research, Elsevier, vol. 107(C), pages 256-270.
  7. Subrata Mitra, 2022. "Economic models of price competition between traditional and online retailing under showrooming," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 49(1), pages 29-63, March.
  8. Heiman, Amir & Just, David R. & McWilliams, Bruce P. & Zilberman, David, 2015. "A prospect theory approach to assessing changes in parameters of insurance contracts with an application to money-back guarantees," Journal of Behavioral and Experimental Economics (formerly The Journal of Socio-Economics), Elsevier, vol. 54(C), pages 105-117.
  9. Du, Shaofu & Wang, Li & Hu, Li, 2019. "Omnichannel management with consumer disappointment aversion," International Journal of Production Economics, Elsevier, vol. 215(C), pages 84-101.
  10. Li, Zonghuo & Wang, Di & Yang, Wensheng & Jin, Hyun Seung, 2022. "Price, online coupon, and store service effort decisions under different omnichannel retailing models," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  11. Ran Pan & Juan Feng & Zhenling Zhao, 2022. "Fly with the wings of live‐stream selling—Channel strategies with/without switching demand," Production and Operations Management, Production and Operations Management Society, vol. 31(9), pages 3387-3399, September.
  12. Zhou, Rui & Liao, Yi & Shen, Wenjing & Yang, Shilei, 2020. "Channel selection and fulfillment service contracts in the presence of asymmetric service information," International Journal of Production Economics, Elsevier, vol. 222(C).
  13. Michele Samorani & Aydın Alptekinoğlu & Paul R. Messinger, 2019. "Product Return Episodes in Retailing," Service Science, INFORMS, vol. 11(4), pages 263-278, December.
  14. Feng Fu & Shuangying Chen & Wei Yan, 2023. "Implications of e-tailers’ transition from reselling to the combined reselling and agency selling," Electronic Commerce Research, Springer, vol. 23(3), pages 1885-1920, September.
  15. Meng Li & Yunchuan Liu, 2021. "Beneficial Product Returns in Supply Chains," Production and Operations Management, Production and Operations Management Society, vol. 30(11), pages 3849-3855, November.
  16. Junxia He & Jian Liu & Fan Yang & Xia Zhao, 2022. "Returns Freight Insurance Policy and the Impact from a BOPS Retailer," SN Operations Research Forum, Springer, vol. 3(1), pages 1-36, March.
  17. Lin, Jiaxin & Choi, Tsan-Ming & Kuo, Yong-Hong, 2023. "Will providing return-freight-insurances do more good than harm to dual-channel e-commerce retailers?," European Journal of Operational Research, Elsevier, vol. 307(3), pages 1225-1239.
  18. Can Ding & Li Liu & Yi Zheng & Jianxiu Liao & Wenxing Huang, 2022. "Role of Distribution Centers Disruptions in New Retail Supply Chain: An Analysis Experiment," Sustainability, MDPI, vol. 14(11), pages 1-17, May.
  19. Necati Ertekin & Anupam Agrawal, 2021. "How Does a Return Period Policy Change Affect Multichannel Retailer Profitability?," Manufacturing & Service Operations Management, INFORMS, vol. 23(1), pages 210-229, 1-2.
  20. Zheyin (Jane) Gu & Yunchuan Liu, 2013. "Consumer Fit Search, Retailer Shelf Layout, and Channel Interaction," Marketing Science, INFORMS, vol. 32(4), pages 652-668, July.
  21. Li, Yiming & Li, Gang & Tayi, Giri Kumar & Cheng, T.C.E., 2019. "Omni-channel retailing: Do offline retailers benefit from online reviews?," International Journal of Production Economics, Elsevier, vol. 218(C), pages 43-61.
  22. Zheyin Gu & Giri Tayi, 2015. "Consumer mending and online retailer fit-uncertainty mitigating strategies," Quantitative Marketing and Economics (QME), Springer, vol. 13(3), pages 251-282, September.
  23. Jeffrey D. Shulman & Anne T. Coughlan & R. Canan Savaskan, 2010. "Optimal Reverse Channel Structure for Consumer Product Returns," Marketing Science, INFORMS, vol. 29(6), pages 1071-1085, 11-12.
  24. Wei, Jie & Chang, Meijing, 2023. "Are price matching and logistics service enhancement always effective strategies for improving profitability?," European Journal of Operational Research, Elsevier, vol. 307(1), pages 103-115.
  25. Li, Tingting & Xie, Jinxing & Liu, Xin, 2020. "Consumer return policies in presence of a P2P market," Omega, Elsevier, vol. 97(C).
  26. Christian F. Hirche & Tammo H. A. Bijmolt & Maarten J. Gijsenberg, 2022. "When Offline Stores Reduce Online Returns," Sustainability, MDPI, vol. 14(13), pages 1-26, June.
  27. Yasuyuki Kusuda, 2019. "Buy-Online-and-Pick-up-in-Store in Omnichannel Retailing," Papers 1909.00822, arXiv.org, revised Sep 2019.
  28. Jena, Sarat Kumar & Meena, Purushottam, 2022. "Shopping in the omnichannel supply chain under price competition and product return," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  29. Wei Yan & Youwei Li & Ying Wu & Mark Palmer, 2016. "A Rising E-Channel Tide Lifts All Boats? The Impact of Manufacturer Multichannel Encroachment on Traditional Selling and Leasing," Discrete Dynamics in Nature and Society, Hindawi, vol. 2016, pages 1-18, June.
  30. Sun, Yanhong & Wang, Zihan & Han, Xiaohua, 2020. "Supply chain channel strategies for online retailers: Whether to introduce web showrooms?," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 144(C).
  31. Shakir Goraya, M. Awais & Zhu, Jing & Akram, Muhammad Shakaib & Shareef, Mahmud Akhter & Malik, Aneela & Bhatti, Zeeshan Ahmed, 2022. "The impact of channel integration on consumers’ channel preferences: Do showrooming and webrooming behaviors matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  32. Jiang, Yuqing & Liu, Fan & Lim, Andrew, 2021. "Digital coupon promotion and platform selection in the presence of delivery effort," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
  33. Xuan Wang & Chi To Ng, 2020. "New retail versus traditional retail in e-commerce: channel establishment, price competition, and consumer recognition," Annals of Operations Research, Springer, vol. 291(1), pages 921-937, August.
  34. Huang, Yufeng, 2015. "Empirical analysis of consumer behavior," Other publications TiSEM 9cc96a79-43d7-436d-87d3-3, Tilburg University, School of Economics and Management.
  35. Cao, Lanlan & Li, Li, 2015. "The Impact of Cross-Channel Integration on Retailers’ Sales Growth," Journal of Retailing, Elsevier, vol. 91(2), pages 198-216.
  36. Zhang, Peng & He, Yong & Shi, Chunming (Victor), 2017. "Retailer's channel structure choice: Online channel, offline channel, or dual channels?," International Journal of Production Economics, Elsevier, vol. 191(C), pages 37-50.
  37. Li, Gang & Zhang, Tao & Tayi, Giri Kumar, 2020. "Inroad into omni-channel retailing: Physical showroom deployment of an online retailer," European Journal of Operational Research, Elsevier, vol. 283(2), pages 676-691.
  38. Konur, Dinçer, 2021. "Keep your enemy close? Competitive online brands’ expansion with individual and shared showrooms," Omega, Elsevier, vol. 99(C).
  39. Jeffrey D. Shulman & Anne T. Coughlan & R. Canan Savaskan, 2011. "Managing Consumer Returns in a Competitive Environment," Management Science, INFORMS, vol. 57(2), pages 347-362, February.
  40. Santiago Gallino & Antonio Moreno, 2014. "Integration of Online and Offline Channels in Retail: The Impact of Sharing Reliable Inventory Availability Information," Management Science, INFORMS, vol. 60(6), pages 1434-1451, June.
  41. Thomas, Jacquelyn S. & Jap, Sandy D. & Dillon, William R. & Briesch, Richard A., 2021. "Investigating the Role of Product Assortment in Technology-Enabled Sales Platforms," Journal of Interactive Marketing, Elsevier, vol. 55(C), pages 31-51.
  42. Ülkü, M. Ali & Gürler, Ülkü, 2018. "The impact of abusing return policies: A newsvendor model with opportunistic consumers," International Journal of Production Economics, Elsevier, vol. 203(C), pages 124-133.
  43. Ford, Weixing & Li, Yixiu & Zheng, Jie, 2021. "Numbers of bricks and clicks: Price competition between online and offline stores," International Review of Economics & Finance, Elsevier, vol. 75(C), pages 420-440.
  44. Vineet Kaushik & Ashwani Kumar & Himanshu Gupta & Gaurav Dixit, 2022. "Modelling and prioritizing the factors for online apparel return using BWM approach," Electronic Commerce Research, Springer, vol. 22(3), pages 843-873, September.
  45. Zhang, Tao & Li, Gang & Lai, Kin Keung & Leung, John W.K., 2018. "Information disclosure strategies for the intermediary and competitive sellers," European Journal of Operational Research, Elsevier, vol. 271(3), pages 1156-1173.
  46. Oz Shy, 2013. "Window shopping," Working Papers 13-4, Federal Reserve Bank of Boston.
  47. Xiao, Tiaojun & (Junmin) Shi, Jim, 2016. "Pricing and supply priority in a dual-channel supply chain," European Journal of Operational Research, Elsevier, vol. 254(3), pages 813-823.
  48. Björn Stöcker & Daniel Baier & Benedikt M. Brand, 2021. "New insights in online fashion retail returns from a customers’ perspective and their dynamics," Journal of Business Economics, Springer, vol. 91(8), pages 1149-1187, October.
  49. Nachiketa Sahoo & Chrysanthos Dellarocas & Shuba Srinivasan, 2018. "The Impact of Online Product Reviews on Product Returns," Information Systems Research, INFORMS, vol. 29(3), pages 723-738, September.
  50. Xu, Jian & Duan, Yongrui, 2020. "Pricing, ordering, and quick response for online sellers in the presence of consumer disappointment aversion," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 137(C).
  51. Zhang, Juzhi & Xu, Qingyun & He, Yi, 2018. "Omnichannel retail operations with consumer returns and order cancellation," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 118(C), pages 308-324.
  52. Tingliang Huang & Hang Ren & Ying‐Ju Chen, 2018. "Consumer return policies in competitive markets: An operations perspective," Naval Research Logistics (NRL), John Wiley & Sons, vol. 65(6-7), pages 462-476, September.
  53. Yang, Lu & Li, Xiangyong & Xia, Ye & Aneja, Y.P., 2023. "Returns operations in omnichannel retailing with buy-online-and-return-to-store," Omega, Elsevier, vol. 119(C).
  54. Monic Sun & Rajeev K. Tyagi, 2020. "Product Fit Uncertainty and Information Provision in a Distribution Channel," Production and Operations Management, Production and Operations Management Society, vol. 29(10), pages 2381-2402, October.
  55. Jeffrey D. Shulman & Marcus Cunha & Julian K. Saint Clair, 2015. "Consumer Uncertainty and Purchase Decision Reversals: Theory and Evidence," Marketing Science, INFORMS, vol. 34(4), pages 590-605, July.
  56. Wang, Ronghui & Nan, Guofang & Kou, Gang & Li, Minqiang, 2023. "Separation or integration: The game between retailers with online and offline channels," European Journal of Operational Research, Elsevier, vol. 307(3), pages 1348-1359.
  57. Necati Ertekin & Jeffrey D. Shulman & Haipeng (Allan) Chen, 2019. "On the Profitability of Stacked Discounts: Identifying Revenue and Cost Effects of Discount Framing," Marketing Science, INFORMS, vol. 38(2), pages 317-342, March.
  58. Zhang, Yufei & Voorhees, Clay M. & Lin, Chen & Chiang, Jeongwen & Hult, G.Tomas M. & Calantone, Roger J., 2022. "Information Search and Product Returns Across Mobile and Traditional Online Channels," Journal of Retailing, Elsevier, vol. 98(2), pages 260-276.
  59. Ren, Minglun & Liu, Jiqiong & Feng, Shuai & Yang, Aifeng, 2021. "Pricing and return strategy of online retailers based on return insurance," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
  60. Gökçe Esenduran & Paolo Letizia & Anton Ovchinnikov, 2022. "Customization and Returns," Management Science, INFORMS, vol. 68(6), pages 4517-4526, June.
  61. Yijuan Chen & Xiangting Hu & Sanxi Li, 2022. "Complementarity between online and offline channels for quality signaling," Journal of Economics, Springer, vol. 135(1), pages 49-74, January.
  62. Baojun Jiang & Kinshuk Jerath & Kannan Srinivasan, 2011. "Firm Strategies in the "Mid Tail" of Platform-Based Retailing," Marketing Science, INFORMS, vol. 30(5), pages 757-775, September.
  63. Vaishnav, Bharat & Ray, Sourav, 2023. "A thematic exploration of the evolution of research in multichannel marketing," Journal of Business Research, Elsevier, vol. 157(C).
  64. Tagashira, Takumi & Minami, Chieko, 2019. "The Effect of Cross-Channel Integration on Cost Efficiency," Journal of Interactive Marketing, Elsevier, vol. 47(C), pages 68-83.
  65. Yan, Shuai & Archibald, Thomas Welsh & Han, Xiaohua & Bian, Yiwen, 2022. "Whether to adopt “buy online and return to store” strategy in a competitive market?," European Journal of Operational Research, Elsevier, vol. 301(3), pages 974-986.
  66. Pavel Kireyev & Vineet Kumar & Elie Ofek, 2017. "Match Your Own Price? Self-Matching as a Retailer’s Multichannel Pricing Strategy," Marketing Science, INFORMS, vol. 36(6), pages 908-930, November.
  67. Zhang, Tao & Li, Gang & Tayi, Giri Kumar, 2023. "A strategic analysis of virtual showrooms deployment in online retail platforms," Omega, Elsevier, vol. 117(C).
  68. Gianfranco Walsh & Michael Möhring, 2017. "Effectiveness of product return-prevention instruments: Empirical evidence," Electronic Markets, Springer;IIM University of St. Gallen, vol. 27(4), pages 341-350, November.
  69. Mandal, Prasenjit & Basu, Preetam & Saha, Kushal, 2021. "Forays into omnichannel: An online retailer’s strategies for managing product returns," European Journal of Operational Research, Elsevier, vol. 292(2), pages 633-651.
  70. Upender Subramanian & Jagmohan S. Raju & Z. John Zhang, 2013. "Exclusive Handset Arrangements in the Wireless Industry: A Competitive Analysis," Marketing Science, INFORMS, vol. 32(2), pages 246-270, March.
  71. Wen-Chung Guo & Fu-Chuan Lai, 2017. "Prices, Locations and Welfare When an Online Retailer Competes with Heterogeneous Brick-and-Mortar Retailers," Journal of Industrial Economics, Wiley Blackwell, vol. 65(2), pages 439-468, June.
  72. Prabuddha De & Yu (Jeffrey) Hu & Mohammad S. Rahman, 2013. "Product-Oriented Web Technologies and Product Returns: An Exploratory Study," Information Systems Research, INFORMS, vol. 24(4), pages 998-1010, December.
  73. Navid Bahmani & Amit Bhatnagar & Dinesh Gauri, 2022. "Hey, Alexa! What attributes of Skills affect firm value?," Journal of the Academy of Marketing Science, Springer, vol. 50(6), pages 1219-1235, November.
  74. Jin, Delong & Caliskan-Demirag, Ozgun & Chen, Frank (Youhua) & Huang, Min, 2020. "Omnichannel retailers’ return policy strategies in the presence of competition," International Journal of Production Economics, Elsevier, vol. 225(C).
  75. Fan, Zhi-Ping & Chen, Zhongwei, 2020. "When should the e-tailer offer complimentary return-freight insurance ?," International Journal of Production Economics, Elsevier, vol. 230(C).
  76. Peijian Song & Quansheng Wang & Hefu Liu & Qi Li, 2020. "The Value of Buy‐Online‐and‐Pickup‐in‐Store in Omni‐Channel: Evidence from Customer Usage Data," Production and Operations Management, Production and Operations Management Society, vol. 29(4), pages 995-1010, April.
  77. Son, Junghwa & Kang, Ji Hye & Jang, Sungha, 2019. "The effects of out-of-stock, return, and cancellation amounts on the order amounts of an online retailer," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 421-427.
  78. Necati Ertekin & Mehmet Gümüş & Mohammad E. Nikoofal, 2022. "Online-Exclusive or Hybrid? Channel Merchandising Strategies for Ship-to-Store Implementation," Management Science, INFORMS, vol. 68(8), pages 5828-5846, August.
  79. Long Gao & Liang Guo & Adem Orsdemir, 2021. "Dual‐Channel Distribution: The Case for Cost Information Asymmetry," Production and Operations Management, Production and Operations Management Society, vol. 30(2), pages 494-521, February.
  80. Chong Zhang & Man Yu & Jian Chen, 2022. "Signaling Quality with Return Insurance: Theory and Empirical Evidence," Management Science, INFORMS, vol. 68(8), pages 5847-5867, August.
  81. M. Serkan Akturk & Michael Ketzenberg, 2022. "Impact of Competitor Store Closures on a Major Retailer," Production and Operations Management, Production and Operations Management Society, vol. 31(2), pages 715-730, February.
  82. Emrich, Oliver & Paul, Michael & Rudolph, Thomas, 2015. "Shopping Benefits of Multichannel Assortment Integration and the Moderating Role of Retailer Type," Journal of Retailing, Elsevier, vol. 91(2), pages 326-342.
  83. Jena, Sarat Kumar & Meena, Purushottam, 2022. "Competitive sustainable processes and pricing decisions in omnichannel closed-up supply chains under different channel power structures," Journal of Retailing and Consumer Services, Elsevier, vol. 69(C).
  84. Santiago Gallino & Antonio Moreno, 2018. "The Value of Fit Information in Online Retail: Evidence from a Randomized Field Experiment," Manufacturing & Service Operations Management, INFORMS, vol. 20(4), pages 767-787, October.
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  104. Tiaojun Xiao & Jing Shi, 2016. "Consumer returns reduction and information revelation mechanism for a supply chain," Annals of Operations Research, Springer, vol. 240(2), pages 661-681, May.
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  106. Barrie R. Nault & Mohammad S. Rahman, 2019. "Proximity to a Traditional Physical Store: The Effects of Mitigating Online Disutility Costs," Production and Operations Management, Production and Operations Management Society, vol. 28(4), pages 1033-1051, April.
  107. Hui Li, 2021. "Are e-books a different channel? Multichannel management of digital products," Quantitative Marketing and Economics (QME), Springer, vol. 19(2), pages 179-225, June.
  108. Park, YoungSoo & Sim, Jeongeun & Kim, Bosung, 2022. "Online retail operations with “Try-Before-You-Buy”," European Journal of Operational Research, Elsevier, vol. 299(3), pages 987-1002.
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  111. Zhou, Yong-Wu & Guo, Jinsen & Zhou, Wenhui, 2018. "Pricing/service strategies for a dual-channel supply chain with free riding and service-cost sharing," International Journal of Production Economics, Elsevier, vol. 196(C), pages 198-210.
  112. Shujun Yang & Ivan Kai Wai Lai & Huajun Tang, 2022. "Pricing and Contract Coordination of BOPS Supply Chain Considering Product Return Risk," Sustainability, MDPI, vol. 14(9), pages 1-21, April.
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