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.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:lnu-130569 |
| Date | January 2024 |
| Creators | Jindawong, Jenwit, Khoder, Adel, Jasaite, Vaiva |
| Publisher | Linnéuniversitetet, Institutionen för marknadsföring och turismvetenskap (MTS) |
| 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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