IDEAS home Printed from https://ideas.repec.org/a/eee/proeco/v130y2011i2p255-261.html
   My bibliography  Save this article

An empirical analysis on the influence of risk on relationships between handling of product returns and customer loyalty in E-commerce

Author

Listed:
  • Ramanathan, Ramakrishnan

Abstract

Using data from online customer ratings, we explore how the relationships between performance of companies in handling product returns and customer loyalty are affected by risk characteristics of products. Our results show that handling product returns plays an important role in shaping customer loyalty for low-risk products and also for high-risk products but not for products that exhibits medium levels of risk. These results have implications for website managers and development of reverse-logistics channels in the internet supply chains.

Suggested Citation

  • Ramanathan, Ramakrishnan, 2011. "An empirical analysis on the influence of risk on relationships between handling of product returns and customer loyalty in E-commerce," International Journal of Production Economics, Elsevier, vol. 130(2), pages 255-261, April.
    • Handle: RePEc:eee:proeco:v:130:y:2011:i:2:p:255-261
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0925-5273(11)00020-X
    Download Restriction: Full text for ScienceDirect subscribers only
    ---><---

    As the access to this document is restricted, you may want to

    for a different version of it.

    References listed on IDEAS

    as
    1. Kumar, Sameer & Putnam, Valora, 2008. "Cradle to cradle: Reverse logistics strategies and opportunities across three industry sectors," International Journal of Production Economics, Elsevier, vol. 115(2), pages 305-315, October.
    2. Kainuma, Yasutaka & Tawara, Nobuhiko, 2006. "A multiple attribute utility theory approach to lean and green supply chain management," International Journal of Production Economics, Elsevier, vol. 101(1), pages 99-108, May.
    3. Choi, Tsan-Ming & Li, Duan & Yan, Houmin, 2004. "Optimal returns policy for supply chain with e-marketplace," International Journal of Production Economics, Elsevier, vol. 88(2), pages 205-227, March.
    4. Brown, Alexander & Chou, Mabel C. & Tang, Christopher S., 2008. "The implications of pooled returns policies," International Journal of Production Economics, Elsevier, vol. 111(1), pages 129-146, January.
    5. Shad Dowlatshahi, 2000. "Developing a Theory of Reverse Logistics," Interfaces, INFORMS, vol. 30(3), pages 143-155, June.
    6. Disney, S. M. & Naim, M. M. & Potter, A., 2004. "Assessing the impact of e-business on supply chain dynamics," International Journal of Production Economics, Elsevier, vol. 89(2), pages 109-118, May.
    7. Gregory R. Heim & Kingshuk K. Sinha, 2001. "Operational Drivers of Customer Loyalty in Electronic Retailing: An Empirical Analysis of Electronic Food Retailers," Manufacturing & Service Operations Management, INFORMS, vol. 3(3), pages 264-271, July.
    8. Östlin, Johan & Sundin, Erik & Björkman, Mats, 2008. "Importance of closed-loop supply chain relationships for product remanufacturing," International Journal of Production Economics, Elsevier, vol. 115(2), pages 336-348, October.
    9. Prahinski, Carol & Kocabasoglu, Canan, 2006. "Empirical research opportunities in reverse supply chains," Omega, Elsevier, vol. 34(6), pages 519-532, December.
    10. Sarkis, Joseph & Cordeiro, James J., 2001. "An empirical evaluation of environmental efficiencies and firm performance: Pollution prevention versus end-of-pipe practice," European Journal of Operational Research, Elsevier, vol. 135(1), pages 102-113, November.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Pokharel, Shaligram & Mutha, Akshay, 2009. "Perspectives in reverse logistics: A review," Resources, Conservation & Recycling, Elsevier, vol. 53(4), pages 175-182.
    2. Gunasekaran, Angappa & Spalanzani, Alain, 2012. "Sustainability of manufacturing and services: Investigations for research and applications," International Journal of Production Economics, Elsevier, vol. 140(1), pages 35-47.
    3. Agrawal, Saurabh & Singh, Rajesh K. & Murtaza, Qasim, 2015. "A literature review and perspectives in reverse logistics," Resources, Conservation & Recycling, Elsevier, vol. 97(C), pages 76-92.
    4. Govindan, Kannan & Soleimani, Hamed & Kannan, Devika, 2015. "Reverse logistics and closed-loop supply chain: A comprehensive review to explore the future," European Journal of Operational Research, Elsevier, vol. 240(3), pages 603-626.
    5. Chung, Sung H. & Weaver, Robert D. & Friesz, Terry L., 2013. "Strategic response to pollution taxes in supply chain networks: Dynamic, spatial, and organizational dimensions," European Journal of Operational Research, Elsevier, vol. 231(2), pages 314-327.
    6. Rahman, Shams & Subramanian, Nachiappan, 2012. "Factors for implementing end-of-life computer recycling operations in reverse supply chains," International Journal of Production Economics, Elsevier, vol. 140(1), pages 239-248.
    7. Michael Krapp & Johannes B. Kraus, 2019. "Coordination contracts for reverse supply chains: a state-of-the-art review," Journal of Business Economics, Springer, vol. 89(7), pages 747-792, September.
    8. Cricelli, Livio & Greco, Marco & Grimaldi, Michele, 2021. "An investigation on the effect of inter-organizational collaboration on reverse logistics," International Journal of Production Economics, Elsevier, vol. 240(C).
    9. Sgarbossa, Fabio & Russo, Ivan, 2017. "A proactive model in sustainable food supply chain: Insight from a case study," International Journal of Production Economics, Elsevier, vol. 183(PB), pages 596-606.
    10. Soto Zuluaga, Juan Pablo & Thiell, Marcus & Colomé Perales, Rosa, 2017. "Reverse cross-docking," Omega, Elsevier, vol. 66(PA), pages 48-57.
    11. Li, Guo & Li, Lin & Sethi, Suresh P. & Guan, Xu, 2019. "Return strategy and pricing in a dual-channel supply chain," International Journal of Production Economics, Elsevier, vol. 215(C), pages 153-164.
    12. Shrikant Krupasindhu Panigrahi & Foo Weng Kar & Tan Ai Fen & Lam Kah Hoe & Melvin Wong, 2018. "A Strategic Initiative for Successful Reverse Logistics Management in Retail Industry," Global Business Review, International Management Institute, vol. 19(3_suppl), pages 151-175, June.
    13. Khor, Kuan Siew & Udin, Zulkifli Mohamed & Ramayah, Thurasamy & Hazen, Benjamin T., 2016. "Reverse logistics in Malaysia: The Contingent role of institutional pressure," International Journal of Production Economics, Elsevier, vol. 175(C), pages 96-108.
    14. Genc, Talat S. & Giovanni, Pietro De, 2017. "Trade-in and save: A two-period closed-loop supply chain game with price and technology dependent returns," International Journal of Production Economics, Elsevier, vol. 183(PB), pages 514-527.
    15. Joe Miemczyk, 2008. "An exploration of institutional constraints on developing end-of-life product recovery capabilities," Post-Print hal-00765366, HAL.
    16. Miemczyk, Joe, 2008. "An exploration of institutional constraints on developing end-of-life product recovery capabilities," International Journal of Production Economics, Elsevier, vol. 115(2), pages 272-282, October.
    17. Khor, Kuan Siew & Udin, Zulkifli Mohamed, 2013. "Reverse logistics in Malaysia: Investigating the effect of green product design and resource commitment," Resources, Conservation & Recycling, Elsevier, vol. 81(C), pages 71-80.
    18. Prakash, Chandra & Barua, M.K., 2016. "An analysis of integrated robust hybrid model for third-party reverse logistics partner selection under fuzzy environment," Resources, Conservation & Recycling, Elsevier, vol. 108(C), pages 63-81.
    19. Bomi Song & Donghyun Choi, 2018. "Dynamic Capability of the Firm as Driver of Green Supply Chain Management Implementation," Sustainability, MDPI, vol. 10(7), pages 1-16, July.
    20. Duong, Quang Huy & Zhou, Li & Meng, Meng & Nguyen, Truong Van & Ieromonachou, Petros & Nguyen, Duy Tiep, 2022. "Understanding product returns: A systematic literature review using machine learning and bibliometric analysis," International Journal of Production Economics, Elsevier, vol. 243(C).

    More about this item

    Keywords

    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:proeco:v:130:y:2011:i:2:p:255-261. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/ijpe .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.