Paper Type
Complete
Paper Number
1656
Description
In the field of e-commerce, consumer returns have emerged as a critical challenge for etailers, shopping platforms, consumers, and the environment. This paper conducts a systematic review to better understand (1) the relationship between socio-demographic factors and returns and (2) the influence of such socio-demographic factors on the efficacy of prevention efforts. The review shows that such factors influence return behavior. Age and gender appear to be particularly relevant, while education and income have been studied only superficially. Despite the limited evidence available, it shows that the heterogeneity of customers should be considered when designing preventive measures. The contribution of this review is threefold: First, it provides a comprehensive overview of the current state of research. Second, it proposes avenues for further research that should be of particular interest to the information systems (IS) community. Third, it conceptualizes a customer-centric preventive returns management approach.
Recommended Citation
Asdecker, Bjoern; Kabino, Kara; Klemisch, Stefanie; and Felch, Vanessa, "Customized Preventive Returns Management: Socio-Demographic Factors and Their Influence on Return Behavior" (2024). PACIS 2024 Proceedings. 10.
https://aisel.aisnet.org/pacis2024/track_10_ebus/track10_ebus/10
Customized Preventive Returns Management: Socio-Demographic Factors and Their Influence on Return Behavior
In the field of e-commerce, consumer returns have emerged as a critical challenge for etailers, shopping platforms, consumers, and the environment. This paper conducts a systematic review to better understand (1) the relationship between socio-demographic factors and returns and (2) the influence of such socio-demographic factors on the efficacy of prevention efforts. The review shows that such factors influence return behavior. Age and gender appear to be particularly relevant, while education and income have been studied only superficially. Despite the limited evidence available, it shows that the heterogeneity of customers should be considered when designing preventive measures. The contribution of this review is threefold: First, it provides a comprehensive overview of the current state of research. Second, it proposes avenues for further research that should be of particular interest to the information systems (IS) community. Third, it conceptualizes a customer-centric preventive returns management approach.
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Comments
E-Business