A large number of organizations that offer products today are experiencing returns; whether it is the return of a book from an online book store, the return of a television to the electronic retailer or a garment to a fashion retailer. How organizations handle product returns (reverse logistics) differs and also how much focuses each organization places on it, be-cause after all; it is extremely difficult to actually make revenue on reverse logistics. Why spend time and money on it? This study focuses on comparing an electronic and a fashion organization, how they both are conducting reverse logistics in regards to e-commerce. This is of interest to examine and add to the literature based on research focusing on a comparison between two organizations of a different nature in terms of their reverse logistics. Furthermore, it was of interest to study how each organization operates internally. For example, what are the barriers and drivers of reverse logistics, do they work proactively or reactively and what is the focus in regards to recycling of products? A case study research strategy was applied with an inductive approach. Data was collected through semi-structured interviews with each organization where qualitative data was gathered. Secondary data was collected from literature sources such as academic journals and books. Data was analysed in order to structure the large amount of data to be able to compare the two organizations and draw conclusions. From analysing the data it is concluded that both the electronic and the fashion retailer are experiencing a great amount of returns, which generally follows the sales trend. Furthermore, the two organizations are similar in several aspects regarding reverse logistics although they are selling different products. One of the main drivers for both organizations in regards to reverse logistics is satisfying their customers. Finally, one of the main barriers for each organization was the costs that play a major role in reverse logistics. Overall, the study shows that it greatly depends on the nature of the products how reverse logistics processes are handled in the organization.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:hj-18229 |
| Date | January 2012 |
| Creators | Larsson, Fredrik, Creutz, Martin |
| Publisher | Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Centre of Logistics and Supply Chain Management, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Centre of Logistics and Supply Chain Management |
| Source Sets | DiVA Archive at Upsalla University |
| Language | English |
| 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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