Background: In recent years during and after the Covid-19 pandemic, consumers' purchasing behavior has changed and e-commerce has taken an increasingly large part of total consumption in Sweden, as well as in the whole world. The significant increase of online purchases has resulted in a large number of returns, and it has become a challenge for companies to manage them. Purpose: The purpose of our study is to identify which strategies and digital solutions home furnishing e-retailers can implement to streamline return logistics and manage its challenges. Method: In order to fulfill the purpose and answer the research question, our study is based on a qualitative method and an abductive approach. We have done a literature review and conducted a case study and semi-structured interviews. Conclusion: Our conclusion is that several factors are critical when considering strategies in reverse logistics. The company must understand its customers and the problems they experience during the return process. Which strategies a company should implement also depends on how far in the development of return logistics they have come and whether they have previously focused on it. After that, they can apply other strategies depending on the need at the time.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:lnu-130864 |
| Date | January 2024 |
| Creators | Lam, Lisa, Al-Zhori, Rabi, Karlsson, Tilda |
| Publisher | Linnéuniversitetet, Institutionen för management (MAN) |
| Source Sets | DiVA Archive at Upsalla University |
| Language | Swedish |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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