New insights in online fashion retail returns from a customers’ perspective and their dynamics

Abstract Returns are an inconvenient problem in the mail-order business, not only for the merchant but also for the customer. With an estimated return rate of 50% in the fashion sector, the seller has to deal with the expense of restocking and possibly reprocessing, the buyer, who must reship the re...
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Gespeichert in:

Autor*in:	Stöcker, Björn [verfasserIn] Baier, Daniel Brand, Benedikt M.

Format:	Artikel
Sprache:	Englisch

Erschienen:	2021

Schlagwörter:	Returns Drivers for returns Avoiding and averting returns Kano (method) Segmented kano perspective Customer perspective Kano dynamics

Anmerkung:	© The Author(s) 2021

Übergeordnetes Werk:	Enthalten in: Journal of business economics - Springer Berlin Heidelberg, 1924, 91(2021), 8 vom: 19. März, Seite 1149-1187
Übergeordnetes Werk:	volume:91 ; year:2021 ; number:8 ; day:19 ; month:03 ; pages:1149-1187

Links:	Volltext

DOI / URN:	10.1007/s11573-021-01032-1

Katalog-ID:	OLC2077028785

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520			\|a Abstract Returns are an inconvenient problem in the mail-order business, not only for the merchant but also for the customer. With an estimated return rate of 50% in the fashion sector, the seller has to deal with the expense of restocking and possibly reprocessing, the buyer, who must reship the return, and the environment. We do not consider returns to be generally bad, but rather an explicit, integral part of the online business model. Therefore, we investigate potentially suitable measures to avert or avoid returns in the pre-purchase, purchase, and post-purchase phases. We look at current and technological developments in return management and the most critical drivers for fashion assortment returns. The measures we investigate deliver a holistic view of the issue and target all three purchase phases. The resulting measures were assessed via an online questionnaire with 8393 participants (customers of a German fashion online retailer) to impact customer satisfaction using Kano’s method. There are clear measures that promise high customer satisfaction (such as 360° view) and a clear hierarchy regarding monetary and non-monetary measures. By applying a new method, the segmented Kano perspective, we found different customer segments, which are different in their expectations towards returns. That allowed us to conclude dynamics regarding return management. This assessment is followed by discussing the results, conclusions, and indications for further research fields.
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allfields	10.1007/s11573-021-01032-1 doi (DE-627)OLC2077028785 (DE-He213)s11573-021-01032-1-p DE-627 ger DE-627 rakwb eng 650 VZ 650 VZ 3,2 ssgn Stöcker, Björn verfasserin (orcid)0000-0001-7119-7371 aut New insights in online fashion retail returns from a customers’ perspective and their dynamics 2021 Text txt rdacontent ohne Hilfsmittel zu benutzen n rdamedia Band nc rdacarrier © The Author(s) 2021 Abstract Returns are an inconvenient problem in the mail-order business, not only for the merchant but also for the customer. With an estimated return rate of 50% in the fashion sector, the seller has to deal with the expense of restocking and possibly reprocessing, the buyer, who must reship the return, and the environment. We do not consider returns to be generally bad, but rather an explicit, integral part of the online business model. Therefore, we investigate potentially suitable measures to avert or avoid returns in the pre-purchase, purchase, and post-purchase phases. We look at current and technological developments in return management and the most critical drivers for fashion assortment returns. The measures we investigate deliver a holistic view of the issue and target all three purchase phases. The resulting measures were assessed via an online questionnaire with 8393 participants (customers of a German fashion online retailer) to impact customer satisfaction using Kano’s method. There are clear measures that promise high customer satisfaction (such as 360° view) and a clear hierarchy regarding monetary and non-monetary measures. By applying a new method, the segmented Kano perspective, we found different customer segments, which are different in their expectations towards returns. That allowed us to conclude dynamics regarding return management. This assessment is followed by discussing the results, conclusions, and indications for further research fields. Returns Drivers for returns Avoiding and averting returns Kano (method) Segmented kano perspective Customer perspective Kano dynamics Baier, Daniel (orcid)0000-0001-6525-8094 aut Brand, Benedikt M. (orcid)0000-0002-4250-4704 aut Enthalten in Journal of business economics Springer Berlin Heidelberg, 1924 91(2021), 8 vom: 19. März, Seite 1149-1187 (DE-627)129463663 (DE-600)201074-4 (DE-576)014828944 0044-2372 nnns volume:91 year:2021 number:8 day:19 month:03 pages:1149-1187 https://doi.org/10.1007/s11573-021-01032-1 lizenzpflichtig Volltext GBV_USEFLAG_A SYSFLAG_A GBV_OLC SSG-OLC-WIW SSG-OPC-FOR GBV_ILN_24 GBV_ILN_30 GBV_ILN_78 GBV_ILN_90 GBV_ILN_161 GBV_ILN_164 GBV_ILN_187 GBV_ILN_207 GBV_ILN_230 GBV_ILN_267 GBV_ILN_617 GBV_ILN_640 GBV_ILN_2005 GBV_ILN_2009 GBV_ILN_2018 GBV_ILN_2050 GBV_ILN_2055 GBV_ILN_2062 GBV_ILN_2108 GBV_ILN_2113 GBV_ILN_2122 GBV_ILN_2149 GBV_ILN_2152 GBV_ILN_2351 GBV_ILN_4126 GBV_ILN_4251 GBV_ILN_4277 GBV_ILN_4302 GBV_ILN_4318 GBV_ILN_4346 AR 91 2021 8 19 03 1149-1187
spelling	10.1007/s11573-021-01032-1 doi (DE-627)OLC2077028785 (DE-He213)s11573-021-01032-1-p DE-627 ger DE-627 rakwb eng 650 VZ 650 VZ 3,2 ssgn Stöcker, Björn verfasserin (orcid)0000-0001-7119-7371 aut New insights in online fashion retail returns from a customers’ perspective and their dynamics 2021 Text txt rdacontent ohne Hilfsmittel zu benutzen n rdamedia Band nc rdacarrier © The Author(s) 2021 Abstract Returns are an inconvenient problem in the mail-order business, not only for the merchant but also for the customer. With an estimated return rate of 50% in the fashion sector, the seller has to deal with the expense of restocking and possibly reprocessing, the buyer, who must reship the return, and the environment. We do not consider returns to be generally bad, but rather an explicit, integral part of the online business model. Therefore, we investigate potentially suitable measures to avert or avoid returns in the pre-purchase, purchase, and post-purchase phases. We look at current and technological developments in return management and the most critical drivers for fashion assortment returns. The measures we investigate deliver a holistic view of the issue and target all three purchase phases. The resulting measures were assessed via an online questionnaire with 8393 participants (customers of a German fashion online retailer) to impact customer satisfaction using Kano’s method. There are clear measures that promise high customer satisfaction (such as 360° view) and a clear hierarchy regarding monetary and non-monetary measures. By applying a new method, the segmented Kano perspective, we found different customer segments, which are different in their expectations towards returns. That allowed us to conclude dynamics regarding return management. This assessment is followed by discussing the results, conclusions, and indications for further research fields. Returns Drivers for returns Avoiding and averting returns Kano (method) Segmented kano perspective Customer perspective Kano dynamics Baier, Daniel (orcid)0000-0001-6525-8094 aut Brand, Benedikt M. (orcid)0000-0002-4250-4704 aut Enthalten in Journal of business economics Springer Berlin Heidelberg, 1924 91(2021), 8 vom: 19. März, Seite 1149-1187 (DE-627)129463663 (DE-600)201074-4 (DE-576)014828944 0044-2372 nnns volume:91 year:2021 number:8 day:19 month:03 pages:1149-1187 https://doi.org/10.1007/s11573-021-01032-1 lizenzpflichtig Volltext GBV_USEFLAG_A SYSFLAG_A GBV_OLC SSG-OLC-WIW SSG-OPC-FOR GBV_ILN_24 GBV_ILN_30 GBV_ILN_78 GBV_ILN_90 GBV_ILN_161 GBV_ILN_164 GBV_ILN_187 GBV_ILN_207 GBV_ILN_230 GBV_ILN_267 GBV_ILN_617 GBV_ILN_640 GBV_ILN_2005 GBV_ILN_2009 GBV_ILN_2018 GBV_ILN_2050 GBV_ILN_2055 GBV_ILN_2062 GBV_ILN_2108 GBV_ILN_2113 GBV_ILN_2122 GBV_ILN_2149 GBV_ILN_2152 GBV_ILN_2351 GBV_ILN_4126 GBV_ILN_4251 GBV_ILN_4277 GBV_ILN_4302 GBV_ILN_4318 GBV_ILN_4346 AR 91 2021 8 19 03 1149-1187
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allfieldsSound	10.1007/s11573-021-01032-1 doi (DE-627)OLC2077028785 (DE-He213)s11573-021-01032-1-p DE-627 ger DE-627 rakwb eng 650 VZ 650 VZ 3,2 ssgn Stöcker, Björn verfasserin (orcid)0000-0001-7119-7371 aut New insights in online fashion retail returns from a customers’ perspective and their dynamics 2021 Text txt rdacontent ohne Hilfsmittel zu benutzen n rdamedia Band nc rdacarrier © The Author(s) 2021 Abstract Returns are an inconvenient problem in the mail-order business, not only for the merchant but also for the customer. With an estimated return rate of 50% in the fashion sector, the seller has to deal with the expense of restocking and possibly reprocessing, the buyer, who must reship the return, and the environment. We do not consider returns to be generally bad, but rather an explicit, integral part of the online business model. Therefore, we investigate potentially suitable measures to avert or avoid returns in the pre-purchase, purchase, and post-purchase phases. We look at current and technological developments in return management and the most critical drivers for fashion assortment returns. The measures we investigate deliver a holistic view of the issue and target all three purchase phases. The resulting measures were assessed via an online questionnaire with 8393 participants (customers of a German fashion online retailer) to impact customer satisfaction using Kano’s method. There are clear measures that promise high customer satisfaction (such as 360° view) and a clear hierarchy regarding monetary and non-monetary measures. By applying a new method, the segmented Kano perspective, we found different customer segments, which are different in their expectations towards returns. That allowed us to conclude dynamics regarding return management. This assessment is followed by discussing the results, conclusions, and indications for further research fields. Returns Drivers for returns Avoiding and averting returns Kano (method) Segmented kano perspective Customer perspective Kano dynamics Baier, Daniel (orcid)0000-0001-6525-8094 aut Brand, Benedikt M. (orcid)0000-0002-4250-4704 aut Enthalten in Journal of business economics Springer Berlin Heidelberg, 1924 91(2021), 8 vom: 19. März, Seite 1149-1187 (DE-627)129463663 (DE-600)201074-4 (DE-576)014828944 0044-2372 nnns volume:91 year:2021 number:8 day:19 month:03 pages:1149-1187 https://doi.org/10.1007/s11573-021-01032-1 lizenzpflichtig Volltext GBV_USEFLAG_A SYSFLAG_A GBV_OLC SSG-OLC-WIW SSG-OPC-FOR GBV_ILN_24 GBV_ILN_30 GBV_ILN_78 GBV_ILN_90 GBV_ILN_161 GBV_ILN_164 GBV_ILN_187 GBV_ILN_207 GBV_ILN_230 GBV_ILN_267 GBV_ILN_617 GBV_ILN_640 GBV_ILN_2005 GBV_ILN_2009 GBV_ILN_2018 GBV_ILN_2050 GBV_ILN_2055 GBV_ILN_2062 GBV_ILN_2108 GBV_ILN_2113 GBV_ILN_2122 GBV_ILN_2149 GBV_ILN_2152 GBV_ILN_2351 GBV_ILN_4126 GBV_ILN_4251 GBV_ILN_4277 GBV_ILN_4302 GBV_ILN_4318 GBV_ILN_4346 AR 91 2021 8 19 03 1149-1187
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source	Enthalten in Journal of business economics 91(2021), 8 vom: 19. März, Seite 1149-1187 volume:91 year:2021 number:8 day:19 month:03 pages:1149-1187
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author	Stöcker, Björn
spellingShingle	Stöcker, Björn ddc 650 ssgn 3,2 misc Returns misc Drivers for returns misc Avoiding and averting returns misc Kano (method) misc Segmented kano perspective misc Customer perspective misc Kano dynamics New insights in online fashion retail returns from a customers’ perspective and their dynamics
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topic_title	650 VZ 3,2 ssgn New insights in online fashion retail returns from a customers’ perspective and their dynamics Returns Drivers for returns Avoiding and averting returns Kano (method) Segmented kano perspective Customer perspective Kano dynamics
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title	New insights in online fashion retail returns from a customers’ perspective and their dynamics
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title_full	New insights in online fashion retail returns from a customers’ perspective and their dynamics
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title_sort	new insights in online fashion retail returns from a customers’ perspective and their dynamics
title_auth	New insights in online fashion retail returns from a customers’ perspective and their dynamics
abstract	Abstract Returns are an inconvenient problem in the mail-order business, not only for the merchant but also for the customer. With an estimated return rate of 50% in the fashion sector, the seller has to deal with the expense of restocking and possibly reprocessing, the buyer, who must reship the return, and the environment. We do not consider returns to be generally bad, but rather an explicit, integral part of the online business model. Therefore, we investigate potentially suitable measures to avert or avoid returns in the pre-purchase, purchase, and post-purchase phases. We look at current and technological developments in return management and the most critical drivers for fashion assortment returns. The measures we investigate deliver a holistic view of the issue and target all three purchase phases. The resulting measures were assessed via an online questionnaire with 8393 participants (customers of a German fashion online retailer) to impact customer satisfaction using Kano’s method. There are clear measures that promise high customer satisfaction (such as 360° view) and a clear hierarchy regarding monetary and non-monetary measures. By applying a new method, the segmented Kano perspective, we found different customer segments, which are different in their expectations towards returns. That allowed us to conclude dynamics regarding return management. This assessment is followed by discussing the results, conclusions, and indications for further research fields. © The Author(s) 2021
abstractGer	Abstract Returns are an inconvenient problem in the mail-order business, not only for the merchant but also for the customer. With an estimated return rate of 50% in the fashion sector, the seller has to deal with the expense of restocking and possibly reprocessing, the buyer, who must reship the return, and the environment. We do not consider returns to be generally bad, but rather an explicit, integral part of the online business model. Therefore, we investigate potentially suitable measures to avert or avoid returns in the pre-purchase, purchase, and post-purchase phases. We look at current and technological developments in return management and the most critical drivers for fashion assortment returns. The measures we investigate deliver a holistic view of the issue and target all three purchase phases. The resulting measures were assessed via an online questionnaire with 8393 participants (customers of a German fashion online retailer) to impact customer satisfaction using Kano’s method. There are clear measures that promise high customer satisfaction (such as 360° view) and a clear hierarchy regarding monetary and non-monetary measures. By applying a new method, the segmented Kano perspective, we found different customer segments, which are different in their expectations towards returns. That allowed us to conclude dynamics regarding return management. This assessment is followed by discussing the results, conclusions, and indications for further research fields. © The Author(s) 2021
abstract_unstemmed	Abstract Returns are an inconvenient problem in the mail-order business, not only for the merchant but also for the customer. With an estimated return rate of 50% in the fashion sector, the seller has to deal with the expense of restocking and possibly reprocessing, the buyer, who must reship the return, and the environment. We do not consider returns to be generally bad, but rather an explicit, integral part of the online business model. Therefore, we investigate potentially suitable measures to avert or avoid returns in the pre-purchase, purchase, and post-purchase phases. We look at current and technological developments in return management and the most critical drivers for fashion assortment returns. The measures we investigate deliver a holistic view of the issue and target all three purchase phases. The resulting measures were assessed via an online questionnaire with 8393 participants (customers of a German fashion online retailer) to impact customer satisfaction using Kano’s method. There are clear measures that promise high customer satisfaction (such as 360° view) and a clear hierarchy regarding monetary and non-monetary measures. By applying a new method, the segmented Kano perspective, we found different customer segments, which are different in their expectations towards returns. That allowed us to conclude dynamics regarding return management. This assessment is followed by discussing the results, conclusions, and indications for further research fields. © The Author(s) 2021
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title_short	New insights in online fashion retail returns from a customers’ perspective and their dynamics
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