Shulman, Jeffrey D.; Coughlan, Anne T.; Savaskan, R. Canan - In: Manufacturing & Service Operations Management 11 (2009) 4, pp. 577-594
Product returns cost U.S. companies more than $100 billion annually. The cost and scale of returns management issues necessitate a deeper understanding of how to deal with product returns. We develop an analytical model that describes how consumer purchase and return decisions are affected by a...