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Creating value through returns management: Exploring the marketing–operations interface
Author(s) -
Mollenkopf Diane A.,
Frankel Robert,
Russo Ivan
Publication year - 2011
Publication title -
journal of operations management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 3.649
H-Index - 191
eISSN - 1873-1317
pISSN - 0272-6963
DOI - 10.1016/j.jom.2010.11.004
Subject(s) - marketing , business , conceptualization , customer engagement , marketing management , relationship marketing , order (exchange) , marketing research , process management , knowledge management , industrial organization , computer science , finance , artificial intelligence , world wide web , social media
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.