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Build your customer's loyalty! : E-return policies' role for customers' loyalty in Scandinavian interior designJindawong, Jenwit, Khoder, Adel, Jasaite, Vaiva January 2024 (has links)
This thesis investigates the role of return policies in fostering customer loyalty within the Scandinavian interior design e-commerce sector. An inductive approach, including focus group interviews and analysis of company return policies. The findings highlight the importance of transparent, accessible, and customer-friendly return policies in building trust and loyalty. Additionally, the study examines return policies' social, ethical, and sustainable implications, providing insights for retail managers on co-creating corporate social responsibility (CSR) and balancing with suppliers. The research concludes that profitability, transparency, inclusiveness, and sustainability are essential for long-term business success in e-commerce. The study also recommends future research directions, including incorporating expert interviews to explore these dynamics further.
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