IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v76y2024ics0969698923002916.html
   My bibliography  Save this article

A social media analytics-based approach to customer-centric reverse logistics management of electronic devices: A case study on notebooks

Author

Listed:
  • Ahmadi, Sadra
  • Shokouhyar, Sajjad
  • Amerioun, Motahare
  • Salehi Tabrizi, Neda

Abstract

With the advancement of technology, the rate of replacement of unused electronic devices by consumers has increased. Throwing away these devices wastes the scarce natural resources used in their production and also has harmful effects on the environment. Using the concept of reverse logistics leads to the reduction of waste of electronic products such as laptops and the reuse of their parts. To implement the reverse logistics process in the production process, companies need to know which parts of their products have problems or breakdowns when used by consumers so that they can make the right decision about reusing, repairing or recycling the returned product parts. In this paper, the most effective decision-making strategies in reverse logistics based on consumer feedback are discussed. The result of using this model presented in this research is reducing costs and increasing producer productivity, which will ultimately lead to consumer satisfaction. This paper focuses on social media data to gather consumer feedback to optimize the decision-making process in reverse logistics through a data analytics approach. A case study is conducted on Twitter data regarding consumer opinions about MacBook Pro and MacBook Air. By using DEMATEL and network analysis techniques, factors affecting the improvement of the quality of MacBooks have been prioritized. The results showed that the proposed approach can help manufacturers by (a) finding effective features on consumers' behaviour and attitudes through their feedback in social networks, (b) identifying how factors influence each other (c) prioritizing factors, to establish the reverse logistics process which leads to increase consumer satisfaction and improve their performance.

Suggested Citation

  • Ahmadi, Sadra & Shokouhyar, Sajjad & Amerioun, Motahare & Salehi Tabrizi, Neda, 2024. "A social media analytics-based approach to customer-centric reverse logistics management of electronic devices: A case study on notebooks," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    • Handle: RePEc:eee:joreco:v:76:y:2024:i:c:s0969698923002916
    DOI: 10.1016/j.jretconser.2023.103540
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698923002916
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2023.103540?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Kühl, N. & Mühlthaler, M. & Goutier, Marc, 2020. "Supporting customer-oriented marketing with artificial intelligence: automatically quantifying customer needs from social media," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 130106, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    2. Ashley, Christy & Noble, Stephanie M. & Donthu, Naveen & Lemon, Katherine N., 2011. "Why customers won't relate: Obstacles to relationship marketing engagement," Journal of Business Research, Elsevier, vol. 64(7), pages 749-756, July.
    3. Haji Vahabzadeh, Ali & Asiaei, Arash & Zailani, Suhaiza, 2015. "Green decision-making model in reverse logistics using FUZZY-VIKOR method," Resources, Conservation & Recycling, Elsevier, vol. 103(C), pages 125-138.
    4. Arora, Anuja & Bansal, Shivam & Kandpal, Chandrashekhar & Aswani, Reema & Dwivedi, Yogesh, 2019. "Measuring social media influencer index- insights from facebook, Twitter and Instagram," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 86-101.
    5. Park, Joonyong & Kim, Renee B., 2018. "A new approach to segmenting multichannel shoppers in Korea and the U.S," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 163-178.
    6. Morgane M.C. Fritz & Josef-Peter Schöggl & Rupert Baumgartner, 2017. "Selected sustainability aspects for supply chain data exchange: Towards a supply chain-wide sustainability assessment," Post-Print hal-02547247, HAL.
    7. Vakulenko, Yulia & Shams, Poja & Hellström, Daniel & Hjort, Klas, 2019. "Service innovation in e-commerce last mile delivery: Mapping the e-customer journey," Journal of Business Research, Elsevier, vol. 101(C), pages 461-468.
    8. Chonlada Sajjanit & Ruth Banomyong, 2018. "Customer-oriented reverse logistics and customer satisfaction on product returns," Proceedings of International Academic Conferences 7208784, International Institute of Social and Economic Sciences.
    9. Stein, Alisha & Ramaseshan, B., 2016. "Towards the identification of customer experience touch point elements," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 8-19.
    10. Agrawal, Saurabh & Singh, Rajesh K. & Murtaza, Qasim, 2016. "Outsourcing decisions in reverse logistics: Sustainable balanced scorecard and graph theoretic approach," Resources, Conservation & Recycling, Elsevier, vol. 108(C), pages 41-53.
    11. Niklas Kühl & Marius Mühlthaler & Marc Goutier, 2020. "Supporting customer-oriented marketing with artificial intelligence: automatically quantifying customer needs from social media," Electronic Markets, Springer;IIM University of St. Gallen, vol. 30(2), pages 351-367, June.
    12. Mentore Vaccari & Giovanni Vinti & Alessandra Cesaro & Vincenzo Belgiorno & Stefan Salhofer & Maria Isabel Dias & Aleksander Jandric, 2019. "WEEE Treatment in Developing Countries: Environmental Pollution and Health Consequences—An Overview," IJERPH, MDPI, vol. 16(9), pages 1-21, May.
    13. Bárbara de Oliveira Vieira & Patricia Guarnieri & Lucio Camara e Silva & Solange Alfinito, 2020. "Prioritizing Barriers to Be Solved to the Implementation of Reverse Logistics of E-Waste in Brazil under a Multicriteria Decision Aid Approach," Sustainability, MDPI, vol. 12(10), pages 1-30, May.
    14. Larissa Becker & Elina Jaakkola, 2020. "Customer experience: fundamental premises and implications for research," Journal of the Academy of Marketing Science, Springer, vol. 48(4), pages 630-648, July.
    15. Mohit Tiwari & Tripti Tiwari & Samuel Sam Santhose & Lokanath Mishra & Rejeesh MR & Vinu Sundararaj, 2023. "Corporate social responsibility and supply chain: A study for evaluating corporate hypocrisy with special focus on stakeholders," International Journal of Finance & Economics, John Wiley & Sons, Ltd., vol. 28(2), pages 1391-1403, April.
    16. Hervé Lanotte & Antonio Ferreira & Pauline Brisset, 2020. "Lean supply chain and designing a customer-oriented dashboard: the case of an aerospace company," Post-Print hal-03376944, HAL.
    17. Reuter-Oppermann, M. & Wolff, C., 2020. "Enabling Customer-Centric Emergency Logistics Through Systems Thinking," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 124965, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    18. Nishikant Mishra & Akshit Singh, 2018. "Use of twitter data for waste minimisation in beef supply chain," Annals of Operations Research, Springer, vol. 270(1), pages 337-359, November.
    19. Kilic, Huseyin Selcuk & Cebeci, Ufuk & Ayhan, Mustafa Batuhan, 2015. "Reverse logistics system design for the waste of electrical and electronic equipment (WEEE) in Turkey," Resources, Conservation & Recycling, Elsevier, vol. 95(C), pages 120-132.
    20. Haitham M. Alzoubi & Gouher Ahmed & Muhammad Alshurideh, 2022. "An empirical investigation into the impact of product quality dimensions on improving the order-winners and customer satisfaction," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 36(2), pages 169-186.
    21. Khor, Kuan Siew & Udin, Zulkifli Mohamed & Ramayah, Thurasamy & Hazen, Benjamin T., 2016. "Reverse logistics in Malaysia: The Contingent role of institutional pressure," International Journal of Production Economics, Elsevier, vol. 175(C), pages 96-108.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Li, You & Wu, Shuilong & Yuan, Yongna & Hu, Zekun, 2024. "How temporal perspective affects the effectiveness of upcycled vs. recycled product advertisements," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Tueanrat, Yanika & Papagiannidis, Savvas & Alamanos, Eleftherios, 2021. "Going on a journey: A review of the customer journey literature," Journal of Business Research, Elsevier, vol. 125(C), pages 336-353.
    2. Mahavarpour, Nasrin & Marvi, Reza & Foroudi, Pantea, 2023. "A Brief History of Service Innovation: The evolution of past, present, and future of service innovation," Journal of Business Research, Elsevier, vol. 160(C).
    3. Benjamin Barann & Jan H. Betzing & Marco Niemann & Benedikt Hoffmeister & Jörg Becker, 2022. "Exploring customers’ likeliness to use e-service touchpoints in brick and mortar retail," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 523-545, June.
    4. Linda D. Hollebeek & V. Kumar & Rajendra K. Srivastava & Moira K. Clark, 2023. "Moving the stakeholder journey forward," Journal of the Academy of Marketing Science, Springer, vol. 51(1), pages 23-49, January.
    5. Olga Lingaitienė & Aurelija Burinskienė & Vida Davidavičienė, 2022. "Case Study of Municipal Waste and Its Reliance on Reverse Logistics in European Countries," Sustainability, MDPI, vol. 14(3), pages 1-24, February.
    6. Ransome Epie Bawack & Samuel Fosso Wamba & Kevin Daniel André Carillo & Shahriar Akter, 2022. "Artificial intelligence in E-Commerce: a bibliometric study and literature review," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(1), pages 297-338, March.
    7. Lundin, Lisa & Kindström, Daniel, 2023. "Digitalizing customer journeys in B2B markets," Journal of Business Research, Elsevier, vol. 157(C).
    8. Niklas Kühl & Max Schemmer & Marc Goutier & Gerhard Satzger, 2022. "Artificial intelligence and machine learning," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2235-2244, December.
    9. Kühl, Niklas & Schemmer, Max & Goutier, Marc & Satzger, Gerhard, 2022. "Artificial intelligence and machine learning," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 135656, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    10. Patricia Guarnieri & Lucio Camara e Silva & Bárbara de Oliveira Vieira, 2020. "How to Assess Reverse Logistics of e-Waste Considering a Multicriteria Perspective? A Model Proposition," Logistics, MDPI, vol. 4(4), pages 1-31, October.
    11. Tueanrat, Yanika & Papagiannidis, Savvas & Alamanos, Eleftherios, 2021. "A conceptual framework of the antecedents of customer journey satisfaction in omnichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    12. Kullak, Franziska S. & Baier, Daniel & Woratschek, Herbert, 2023. "How do customers meet their needs in in-store and online fashion shopping? A comparative study based on the jobs-to-be-done theory," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    13. Cachero-Martínez, Silvia & Vázquez-Casielles, Rodolfo, 2021. "Building consumer loyalty through e-shopping experiences: The mediating role of emotions," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    14. Andreas J. Steur & Fabian Fritzsche & Mischa Seiter, 2022. "It’s all about the text: An experimental investigation of inconsistent reviews on restaurant booking platforms," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1187-1220, September.
    15. Barann, Benjamin & Hermann, Andreas & Heuchert, Markus & Becker, Jörg, 2022. "Can't touch this? Conceptualizing the customer touchpoint in the context of omni-channel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    16. Konstantinos Sikelis & George E. Tsekouras & Konstantinos Kotis, 2021. "Ontology-Based Feature Selection: A Survey," Future Internet, MDPI, vol. 13(6), pages 1-28, June.
    17. Sanaz Ghorbanloo & Sajjad Shokouhyar, 2023. "Consumers' attitude footprint on sustainable development in developed and developing countries: a case study in the electronic industry," Operations Management Research, Springer, vol. 16(3), pages 1444-1475, September.
    18. Zheng, Lu & Li, Yongfa, 2024. "Customer journey design in omnichannel retailing: Examining the effect of autonomy-competence-relatedness in brand relationship building," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    19. Milioti, Christina & Pramatari, Katerina & Kelepouri, Ioanna, 2020. "Modelling consumers’ acceptance for the click and collect service," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    20. Minguez, Ana & Javier Sese, F., 2022. "Why do you want a relationship, anyway? Consent to receive marketing communications and donors’ willingness to engage with nonprofits," Journal of Business Research, Elsevier, vol. 148(C), pages 356-367.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:76:y:2024:i:c:s0969698923002916. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.