Purpose – The purpose of this paper is twofold: first, to empirically test whether a “one size fits all” strategy fits the fashion e-commerce business and second, to evaluate whether consumer returns are a central aspect of the creation of profitability and, if so, to discuss the role of...

This research aims to shed light on the formulation of returns management strategies and to identify key returns management components in developing more effective returns management strategies. Anchored in supply chain orientation and supply chain alignment research, we use a multiple...

Superior customer service is necessary to maintain a competitive edge in international logistics. In order to develop a comprehensive customer service programme, a company must establish service levels for its customers, beginning with order cycle time and including all aspects of the customer...

Examines the paradox facing companies in general of how to take cost out of a logistics network, while simultaneously maintaining or improving agreed levels of service, and seeks an answer in the fields of behavioural science, culture, organizational design and operations research. Taking one UK...