The challenge of reverse logistics in catalog retailing

doi:10.1108/09600030110366384

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International Journal of Physical Distribution & Logistics Management

ISSN: 0960-0035

Online from: 1971

Subject Area: Operations and Logistics Management

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The challenge of reverse logistics in catalog retailing

Document Information:
Title:	The challenge of reverse logistics in catalog retailing
Author(s):	Chad W. Autry, (Division of Marketing, The University of Oklahoma, Norman, Oklahoma, USA), Patricia J. Daugherty, (Division of Marketing, The University of Oklahoma, Norman, Oklahoma, USA), R. Glenn Richey, (Division of Marketing, The University of Oklahoma, Norman, Oklahoma, USA)
Citation:	Chad W. Autry, Patricia J. Daugherty, R. Glenn Richey, (2001) "The challenge of reverse logistics in catalog retailing", International Journal of Physical Distribution & Logistics Management, Vol. 31 Iss: 1, pp.26 - 37
Keywords:	Catalogue retailing, Channel management, Customer service, Reverse logistics
Article type:	Research paper
DOI:	10.1108/09600030110366384 (Permanent URL)
Publisher:	MCB UP Ltd
Abstract:	Many firms are placing greater emphasis on managing returned product. Reverse logistics programs are being used to recover assets that would otherwise be lost. Research results are presented covering reverse logistics programs in the electronics industry, specifically among firms selling through catalogs. The paper looks at how reverse logistics performance and satisfaction with reverse logistics service are influenced by industry, firm size/sales volume, and internal or external assignment of responsibility for disposition. The results are mixed. Performance is significantly impacted by sales volume, while industry effects significantly impact satisfaction. Neither performance nor satisfaction was significantly influenced by location of responsibility for disposition.