Date of Conferral

2-19-2025

Degree

Doctor of Business Administration (D.B.A.)

School

Business Administration

Advisor

Dr. James Savard

Abstract

Inadequate returns management (RM) capabilities among supply chain and logistics managers can lead to inefficiencies in handling product returns, increasing operational costs and reducing overall profitability. Without effective RM strategies, managers may struggle to minimize the financial impact of product returns on business performance. Grounded in the resource-based view theory, the purpose of this qualitative multiple-case study was used to explore how supply chain and logistics managers implement RM strategies and processes to effectively and efficiently handle product returns. The participants were two senior supply chain managers with over five years of experience in reverse logistics and supply chain management, from distinct Midwest-based companies in the United States, both of whom had successfully implemented strategies and processes for managing product returns. Data collection involved conducting phone interviews with participants using semistructured interview techniques. Thematic analysis revealed three key themes: enhancing customer experience, mitigating RM costs, and aligning adequate RM strategies and processes. A key recommendation is for supply chain and logistics managers in the retail and e-tail industries to prioritize strategies and processes that optimize the management of product returns, thereby enhancing operational efficiency and supporting sustainable growth across the supply chain. The implications for positive social change include the potential to improve RM strategies and processes, enhancing the effective handling of product returns while promoting reuse, refurbishment, and recycling. These practices contribute to keeping products in circulation rather than landfills, benefiting both consumers and society at large.

Download

Share

 
COinS