A systematic review of e-tail product returns and an agenda for future research
Purpose: This study conducts a systematic literature review of e-tail product returns research. E-tail product returns are essentially acquisition of products that have been sold through purely online or brick-and-click channels and then returned by consumer to business. Design/methodology/approach: Using a systematic literature review protocol, we identified 75 peer-reviewed articles on e-tail product returns, conducted bibliometric analysis and content analysis of the articles and summarised our findings. Findings: The findings reveal that the subject of e-tail returns is a new research area; academics have started to investigate several aspects of e-tail returns through different research methodologies and theoretical foundations. Further research is required in leading e-commerce countries and on key areas such as omni-channel returns management, customer satisfaction and service, the impact of resources such as people skills, the benefits of technology and IT systems in managing e-tail returns. Practical implications: The study offers a summative account of current e-tail knowledge areas, which can serve as a reference guide for e-tailers to develop strategies for more efficient and competitive product returns. Originality/value: This study contributes theoretically by developing clusters of key themes or knowledge areas about e-tail returns. It also provides a conceptual framework for e-tail returns management, which can be used as a springboard for further empirical research.
Year of publication: |
2021
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Authors: | Ahsan, Kamrul ; Rahman, Shams |
Published in: |
Industrial Management & Data Systems. - Emerald, ISSN 0263-5577, ZDB-ID 2002327-3. - Vol. 122.2021, 1 (08.10.), p. 137-166
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Publisher: |
Emerald |
Saved in:
Online Resource
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