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The Commercial- and Warranty Return Process - Case study of three European online retailers
Jönköping University.
Jönköping University.
2015 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Background

Triggered by an increase in global supply chain activities, supply chains and logistics activities are increasingly contributing to obtaining a competitive advantage for companies. Reverse logistics, as part of the supply chain, gains increased importance as retailers are expanding their online sales. Thus, commercial- and warranty return processes are developed to target the need of handling these products. 

Purpose 

The purpose of this thesis is to explore influences on the commercial- and warranty return processes of e-retailers with varying size, in three different industries and to provide up-to-date information on how commercial- and warranty return processes are implemented in the researched e-retailers. 

Method 

Semi-structured interviews were used to explore the influences on the commercial- and warranty return processes in the researched e-retailers. A small sample was used in order to conduct an in-depth research on the three e-retailers. 

Findings 

The results of this study revealed that four major influences on commercial- and warranty return processes in the researched companies exist. The identified factors are size, industry, customer influence and company philosophy & strategy. Industry summarizes mainly external factors that influence the researched process, size relates to the limitation of resources that influence the researched process, company philosophy & strategy incorporates all the company specific preferences that influence the researched process and customer influence represents the force of customers’ needs that influence the researched process. Each influencing factor cannot be studied individually, as each factor is interconnected and jointly influences the commercial- and warranty return processes in the researched companies. 

Conclusion 

The implementation of commercial- and warranty return processes is challenging for e-retailers, as several interconnected factors influence their development. However, by considering these factors a competitive advantage for companies can be obtained. 

Place, publisher, year, edition, pages
2015.
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hj:diva-27559ISRN: JU-IHH-FÖA-2-20150022OAI: oai:DiVA.org:hj-27559DiVA: diva2:840054
Subject / course
IHH, Business Administration
Supervisors
Available from: 2015-07-07 Created: 2015-07-06 Last updated: 2015-07-07Bibliographically approved

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf