Sajjanit, Chonlada; Rompho, Nopadol - In: The International Journal of Logistics Management 30 (2019) 3, pp. 772-796
Purpose: The purpose of this paper is to conceptualise customer-oriented product returns service (COPRS) performance, and develop and validate its measure. Design/methodology/approach: This study uses qualitative consumer interviews and a quantitative survey to conceptualise, operationalise and...