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A conceptual framework for reverse logistics challenges in e-commerce

Author

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  • Jacobus D. Nel
  • Amanda Badenhorst

Abstract

Due to increased levels of customisation, supply chains have become more complex as customers demand more in terms of products and service offerings. E-commerce, or online buying, is but one initiative implemented by firms to respond to these demands. However, online buying has resulted in a significant increase in online returns. Online returns are costly and have posed several challenges to retailers and other upstream supply chain members. These challenges impact firms' profitability and, thus, need to be addressed. Unfortunately, many firms find it difficult to track or document reverse logistics, while some blatantly neglect reverse logistics costs. This article proposes a conceptual framework for reverse logistics challenges in e-commerce to address and manage some of the main challenges for online returns. There are several reasons for online returns and firms need to identify these reasons. In doing so, potential solutions are provided to address online returns challenges which in turn may enhance business performance. The conceptual framework provides the blueprint for this.

Suggested Citation

  • Jacobus D. Nel & Amanda Badenhorst, 2020. "A conceptual framework for reverse logistics challenges in e-commerce," International Journal of Business Performance Management, Inderscience Enterprises Ltd, vol. 21(1/2), pages 114-131.
    • Handle: RePEc:ids:ijbpma:v:21:y:2020:i:1/2:p:114-131
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    Citations

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    Cited by:

    1. Al-Adwan, Ahmad Samed & Al-Debei, Mutaz M. & Dwivedi, Yogesh K., 2022. "E-commerce in high uncertainty avoidance cultures: The driving forces of repurchase and word-of-mouth intentions," Technology in Society, Elsevier, vol. 71(C).
    2. Carolina Bozzi & Marco Neves & Claudia Mont’Alvão, 2022. "Fashion E-Tail and the Impact of Returns: Mapping Processes and the Consumer Journey towards More Sustainable Practices," Sustainability, MDPI, vol. 14(9), pages 1-39, April.
    3. Toyin Adebayo, 2022. "An evaluation of reverse logistics responsiveness and customer satisfaction in retailing," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(1), pages 93-98, January.
    4. Vitor William Batista Martins & Denilson Ricardo de Lucena Nunes & André Cristiano Silva Melo & Rayra Brandão & Antônio Erlindo Braga Júnior & Verônica de Menezes Nascimento Nagata, 2022. "Analysis of the Activities That Make Up the Reverse Logistics Processes and Their Importance for the Future of Logistics Networks: An Exploratory Study Using the TOPSIS Technique," Logistics, MDPI, vol. 6(3), pages 1-17, August.

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