Creating value through returns management: Exploring the marketing–operations interface
研究了退货管理在营销与运营界面如何创造客户价值，发现两部门整合能更好配置资源、提升价值，外部商业环境也会影响这一过程。
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.