Returns management in a business–to–business context: its impact on customer satisfaction. (3rd January 2014)

• Record Type: Journal Article
• Authors: Vachon, Stephan; Hajmohammad, Sara; Patry, Karine
• Is Part Of: International journal of integrated supply management. Volume 8:Number 4(2013)
• Page Start: 173
• Page End: 192
• Publication Date: 2014-01-03
• Subjects: returns management -- customer satisfaction -- inter–organisational justice -- PLS -- partial least squares -- business–to–business -- B2B -- system performance -- Canada -- administrative support -- HVAC–R contractors; Business logistics -- Periodicals; 658.7
• Languages: English
• ISSNs: 1477-5360

Abstract

Managing the returns process effectively can lead to cost reduction and revenues increase even if it is often considered as a peripheral activity in the supply chain. This paper investigates the relation between returns management and customer satisfaction in a business–to–business (B2B) context. Building on the inter–organisational justice perspective, a model that links the characteristics of the returns management system, the system performance, and customer satisfaction is developed. The proposed conceptual model was tested using data collected through a survey of 192 heating, ventilation, air conditioning and refrigeration (HVAC–R) contractors in Canada. Results indicate that: i) the level of administrative support provided by the suppliers to assist the contractors (i.e., the customers) with the returns process is predominant in generating the customer satisfaction; ii) the performance of returns management system is significantly and positively linked to customer satisfaction. Implications for future research and managers are also discussed.