Purpose: The Covid-19 pandemic affected customers' shopping and returns behaviours and significantly aggravated the problem of high product returns rates and returns fraud. Measures for public health and safety resulted in retailers modifying their returns processes. This study describes the...

Purpose: Retail businesses aim to give customers a positive experience when shopping in their stores or online channels. Easy or "frictionless" product returns are part of this experience, which is hoped to encourage additional purchases. However, customer-friendly policies lead to increased...

Projects are the best means of creating and diffusing innovation in complex and risky environments. However, surveys reveal that the majority do not achieve their goals and waste huge amounts of resources. Notorious examples are the NHS NPfIT project which has massively overspent its initial...

The Open Systems approach has not been developed and applied as much as it could in project management. This study will use the comparison between two embedded, multiple cases, each using either a Closed or an Open Systems approach, in order to discover whether: a) an Open Systems approach is...

For some time now there has been growing concern in research circles that conventional Project Management methodologies can not be applied in innovation projects successfully. Conventional Project Management methodologies, which were created by the professional establishments in construction and...

Complexity in healthcare processes stems from the diversity of the components of the service in terms of activities, personnel, resources needed, organizational practices, patient complications and types of services. Current organizational practices have not tackled complexity adequately,...

There are several approaches to study innovation. Systems Theories use analysis of the functions of their elements (subsystems) and their relations. A systemic theory like Triple Helix is based on the premises that relations between the policy, academia and industry subsystems are the means of...