Efficient Consumer Response (ECR) is an industry‐wide initiative that is commonly believed to have fallen far short of its promised efficiencies and value. Many believe that unrealistic expectations among grocery industry participants are primarily at fault for this shortcoming. The level of...

Product returns present one of the biggest operational challenges in the world of Internet retailing due to the sheer volume and cost of processing returns. But returns also represent an often-missed opportunity to manage customer relationships and build customer loyalty to the retailer. Based...