Search Results - subject_exact:"Returns management"

Product returns as a reflection of intergenerational differences : a comparison of Baby Boomers, Generation X, Millennials, and Generation Z

Lysenko-Ryba, Kateryna; Reveniuk, Marharyta; Kauf, Sabina - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015558331

Ongoing value co-creation amidst service encounter setbacks in the banking environment : a viewpoint and call to action

Van Tonder, Estelle - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015592804

Minority bureaucrats' networks and career progression : evidence from the Chinese Maritime Customs Service

Hu, Yan; Maurer, Stephan - 2026

Do minorities benefit from social networks? In this paper, we study this question using the historical example of China's first modern bureaucratic organization, the Chinese Maritime Customs Service. Drawing on newly digitized personnel records from 1876-1911, we first show that the Chinese...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015656274

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Minority bureaucrats' networks and career progression : evidence from the Chinese maritime customs service

Hu, Yan; Maurer, Stephan - 2025

Book / Working Paper

Minority bureaucrats' networks and career progression : evidence from the Chinese Maritime Customs Service

Hu, Yan; Maurer, Stephan - 2025

Book / Working Paper

Minority bureaucrats' networks and career progression : evidence from the Chinese Maritime Customs Service

Hu, Yan; Maurer, Stephan - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015656274

Show 2 more versions 2

Minority bureaucrats' networks and career progression : evidence from the Chinese maritime customs service

Hu, Yan; Maurer, Stephan - 2025

Book / Working Paper

Minority bureaucrats' networks and career progression : evidence from the Chinese Maritime Customs Service

Hu, Yan; Maurer, Stephan - 2025

Book / Working Paper

A refined Kano model approach to sustainable last-mile convenience services and customer satisfaction

Gyenge, Balázs; Póka, Viktor; Mészáros, Kornélia - 2026

Background: Last-mile logistics is one of the most complex and cost-intensive segments of supply chains, particularly in densely populated urban environments where rising customer expectations, sustainability requirements, and operational constraints increasingly intersect. Despite growing...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015647685

AI in service design : a new framework for hybrid human–AI service encounters

Mortati, Marzia; Freitas, Giovanna Viana Mundstock - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015670798

The role of AI-driven chatbots in enhancing sustainable customer service : a survey-based study on consumer perceptions

Chivkula, Anirvinna; Pokhriyal, Deepak - 2026

This study aims to investigate the key factors influencing the adoption of AI chatbot applications to promote sustainable brand perception. This study examines how customer experience mediates and chatbot usage frequency moderates the relationship between perceived usefulness, interactivity,...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016070293

Deciphering E-tail returns : a multi-study approach on the influence of transaction variables on returns

Valase, Anukesh; Kaur, Arshinder - 2026

This study addresses the complexity of predicting returns and return categories in the e-tail sector by analysing key transaction variables, offering in-depth insights into returns management in e-tail. Two studies were conducted: Study 1 adopts binary logistic regression to identify factors...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016081366

Managing and coping with customer incivility : insights into service professionals

Haidar, Nolla; Goncalves, Marcus; Celik, Elif - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015616731

Strategies and practices to reduce the ecological impact of product returns : an environmental sustainability framework for multichannel retail

Zhang, Danni; Frei, Regina; Wills, Gary; Gerding, Enrico; … - 2023

Persistent link: https://ebvufind01.dmz1.zbw.eu/10014441635

Understanding the impact of store innovativeness on organic food purchase intention : a mediation and moderation analysis

Nguyen, Ninh; Dang-Van, Thac; Greenland, Steven; … - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015547133

Do peers matter? : influence of workplace friendship on proactive customer service performance

Han, Mingyan; Cheng, Bao; Zhao, Jingyou - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015617108

Emotional labor management in e-smile service : does pay-for-performance work?

Zhang, Ziteng; Su, Mengting; Ding, Chen; Zhao, Shuming - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015618005

Beyond "Eat-Pray-Love" : designing transformative CX for self-discovery in extended service encounters

Zimbatu, Alexandra; Russell-Bennett, Rebekah - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015158139

Emotional energy : when customer interactions energize service employees

Cayla, Julien; Auriacombe, Brigitte - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015374132

AlGC techno-overload and hospitality employees' service outcomes : a conservation of resources perspective

Wei, Wei; Deng, Youhe; Chen, Keyu - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015608678

Customer experiences with service robots in hotels : a review and research agenda

Rana, Nripendra P.; Begum, Nusaiba; Faisal, Mohd. Nishat; … - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015189113

Harnessing rejection or being hurt by it : emotion regulation in the face of supervisor idea rejection

Ding, Chen; Su, Mengting; Pei, Jialiang; Zhao, Shuming; … - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015608911

Generative AI at work

Brynjolfsson, Erik; Li, Danielle; Raymond, Lindsey - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015359039

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Generative AI at work

Brynjolfsson, Erik; Li, Danielle; Raymond, Lindsey R. - 2023

Book / Working Paper

Generative AI at Work

Brynjolfsson, Erik; Li, Danielle; Raymond, Lindsey R. - 2023

Book / Working Paper

Redefining service recovery : critical insights into proactive strategies and a future research agenda

Nazifi, Amin; Murdy, Samantha; Olya, Hesam - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015608930

Is compensation necessary to recover robotic service failures? : the role of attribution and rapport in restaurants

Huang, Yu-shan; Kao, Wei-Kang; Tao, Chen-Wei (Willie); … - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015609068

The triangular relationship in platform gig work : consumers, platform beneficence and worker vulnerability

Healy, Joshua; Pekarek, Andreas - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015463275

Evaluating choice-based demand management strategies for day-to-day home delivery planning

Okazaki, Ryota; Oyama, Yuki; Imura, Naoto; Nishinari, … - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015465817

When human employees and robots serve together : what drives diners' intention to revisit?

Zhang, Yi; Farzana Quoquab; Jihad Mohammad; Tao, Yanrui … - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015609223

Just keep it : when and why returnless product returns foster brand support

Costello, John P.; Bechler, Christopher J. - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015597110

Retouren im Online-Handel : Auswirkungen auf Verkehr und Abfall, mögliche Massnahmen zur Reduktion von Retouren

Kägi, Wolfram; Lobsiger, Michael; Wehrli, Damian; … - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015471620

Open voice or private message? : the hidden tug-of-war on social media customer service

He, Shu; Lee, Shun-Yang; Rui, Huaxia - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015556084

Will AI-enabled conversational agents acting as digital employees enhance employee job identity?

Wang, Wenting; Hackett, Rick D.; Archer, Norman P.; Xu, … - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015432528

From cafés to clinics : consumer attitudes toward human-like and machine-like service robot failures

Merdin-Uygur, Ezgi; Ozturkcan, Selcen - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015434893

Gender stereotyping in robot service failures

Huang, Huiling; Chen, Feier; Liu, Qing - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015604286

The hidden keys to customers satisfaction in the booming cloud kitchen industry of Bangladesh

Rahman, Md. Azizur; Akter, Salma; Ashrafi, Taj - 2025

Este estudio explora los factores más influyentes en la satisfacción del consumidor en el próspero negocio de la cocina en la nube en Bangladesh, teniendo en cuenta las percepciones cambiantes y los avances tecnológicos. Hemos analizado cómo afectan a la satisfacción en el mercado...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015438139

AI chatbot service recovery quality and customer experience : a moderated mediation model of continuance usage intention

Mei Kei Leong; Sidhu, Sarabjit Kaur; Khoo, Kim Leng - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015620399

The robot–human paradox : a meta-analysis of customer service by robots versus humans on customer experience

Santini, Fernando de Oliveira; Lim, Weng Marc; Sampaio, … - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015456473

When customers avoid, do they return? : insights from service recovery in food delivery platforms

Thuy Dung Pham Thi; Nam Tien Duong - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015644198

Airline customer experience : digitalization in passenger services

2026

"In the 21st century, commercial aviation has been transformed into a passenger-centric business, in which the customer has assumed or requires an ever more active role in managing their own journeys. This trend is set to continue with innovations and transformations in multiple areas....

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015582116

Striking the right balance : customising return policy leniency for managing customer online return proclivity and satisfaction

Quang Huy Duong; Zhou, Li; Meng, Meng; Le, Thuy An Dang; … - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015441880

Mobile home delivery parcel lockers

Kötschau, Rico; Scherr, Ninja; Tilk, Christian; Ehmke, … - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015443482

Green knowledge-skill-ability : enhancing work practices fostering the customer contact employees' extra-role performance

Tariq, Sanober; Malik, Muhammad Imran; Hussain, Saddam - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015677718

The Value of One Office Day a Month

Aksoy, Cevat Giray; Bloom, Nicholas; Davis, Steven J.; … - 2026

Remote work has expanded rapidly, but the value of regular in-person contact remains unclear. We report a randomized controlled trial in which a large multinational randomly assigned 248 customer-service employees to remain fully remote or to work at the office together one day a month. Monthly...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015671171

Modern customer service in selected shops : a comparative analysis

Masłowski, Dariusz; Salwin, Mariusz; Pallus-Fudali, Sandra - 2025

The growing role of technology in customer service is evident, particularly through solutions like self-service checkouts. These methods address evolving customer expectations and business needs. The aim of this study is to analyze modern in-store customer service methods and suggest...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015608110

Assessment of service quality of wholesale construction and finishing materials sales companies : case of Lithuania

Linkevič, Monika; Meidutė-Kavaliauskienė, Ieva - 2025

Customer service is one of the main factors influencing the success of a company's operations, as it directly determines customer satisfaction, loyalty and the company's image. High-quality service encourages customers to return and strengthens long-term cooperation. This article analyses...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015611281

Consumer evaluations of generative artificial intelligence disclosures in responses to health care reviewsh

Mousavi, Javad; Villanova, Daniel - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016070300

Consumer perceptions of GenAI in service delivery : scale development and validation

Van Esch, Patrick; Cui, Yuanyuan; Arli, Denni; … - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016069963

Service robots and memorable customer experience : the influence of perceived anthropomorphism

Moliner-Tena, Miguel Ángel; Callarisa-Fiol, Luis José; … - 2025

The aim of this paper is to examine the influence of perceived anthropomorphism of service robots on the memorable customer experience (MCE) and the mediating role of HRI satisfaction. Two research questions and five hypotheses are proposed. An experiment has been designed in a natural...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015614118

Enhancing customer civility : integrating civility climate behaviors and self-service technology

Umar, Muhammad; Fatima, Hina; Shah, Syed Alamdar Ali - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10016069284

Building trust in sustainable brands : revisiting perceived value, satisfaction, customer service, and brand image

Monfort, Abel; López, Belén; Sebastián-Morillas, Ana - 2025

This study revisits the key variables that build brand trust in consumers, addressing a critical issue for building lasting relationships between brands and consumers. Through a conceptual model, we examine how perceived value, satisfaction, customer service, and brand image influence consumer...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015588368