Creating value through returns management: Exploring the marketing–operations interface |
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Authors: | Diane A. Mollenkopf Robert Frankel Ivan Russo |
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Affiliation: | a Department of Marketing & Logistics, 323 Stokely Management Center, University of Tennessee, Knoxville, TN 37996-0530, USA;b Department of Marketing & Logistics, Coggin College of Business, University of North Florida, 4567 St. Johns Bluff Road, Jacksonville, FL 32224-2675, USA;c Department of Business Economics, University of Verona, Via dell’Artigliere 19, Verona 37129, Italy |
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Abstract: | Managing the return flow of product is increasingly recognized as a strategically important activity that involves decisions and actions within and across firms. We focus specifically on returns management at the marketing-operations interface, by utilizing the conceptualization of customer value and its related drivers. In order to explore the phenomenon of returns management across a multi-disciplinary, managerial spectrum, a qualitative research methodology relying on individual managers’ perceptions was chosen to generate depth of understanding given the limited current understanding of the research topic under consideration. Our results suggest that functional integration at the marketing-operations interface can lead to better alignment of corporate resources and thus create higher levels of customer value. We also found the external business environment to impact how and why a firm creates customer value through the returns management process. Overall, our results suggest that when returns management is recognized as a matter of a firm's competitiveness, the joint role of operations and marketing is imperative to success. |
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Keywords: | Cross-functional integration Customer value Returns management Marketing– operations interface |
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