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Article
Publication date: 19 November 2024

Jianliang Hao, Robert Glenn Richey Jr, Tyler R. Morgan and Ian M. Slazinik

Researchers have examined the influence of the factors on reducing return rates in retailing over the years. However, the returns experience is often an overlooked way to drive…

406

Abstract

Purpose

Researchers have examined the influence of the factors on reducing return rates in retailing over the years. However, the returns experience is often an overlooked way to drive customer engagement and repeat sales in the now ubiquitous omnichannel setting. The focus on returns prevention in existing research overshadows management’s need to understand better the comprehensive mechanics linking the customer in-store return experience with their repurchase actions. Recognizing the need to bridge different stages of the returns management process, this research aims to explore the facilitators and barriers of in-store return activities.

Design/methodology/approach

Analysis of customer corporate data from 5,339 returns at the retail level provides insights from the customer return experience. Expanding our theoretical understanding, a deductive research approach then examines how those factors impact customer repurchase intentions both online and at brick-and-mortar stores. Stage two of the study employs a scenario-based role-playing experiment with consumer respondents to test hypotheses derived from signaling theory and justice theory.

Findings

Results find that returns policy and loyalty program capabilities are essential in creating a positive customer in-store experience. Moreover, a return experience enhanced by frontline employee service can retain existing shoppers and drive additional store traffic, further stimulating retailer sales.

Originality/value

These findings refine our understanding of returns management in evolving omnichannel retailing and offer practical insights for retailers to manage customer relationships through in-store returns.

Details

International Journal of Physical Distribution & Logistics Management, vol. 54 no. 11
Type: Research Article
ISSN: 0960-0035

Keywords

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Article
Publication date: 10 August 2018

Zhang Jian, Deng Lijun, Hao Guannan and Liu Shiying

With the implementation of new emission standards, the thermal–mechanical coupling load of engine pistons becomes more important. In this case, forged steel material with higher…

131

Abstract

Purpose

With the implementation of new emission standards, the thermal–mechanical coupling load of engine pistons becomes more important. In this case, forged steel material with higher fatigue limit and impact resistance has been applied gradually in piston manufacturing. However, new failure problems emerge, and the wear of skirt under boundary lubrication conditions is an essential problem which needs to be solved urgently.

Design/methodology/approach

In this research, the abrasion testing machine was used to simulate the wear behavior under different conditions of normal pressure, relative velocity and surface roughness. Besides, the wear morphology was observed by scanning electron microscope. Then, the wear model was established by using test results fitting method, offering a way to conduct qualitative analysis for the wear problem under the same conditions.

Findings

The results show that mainly the wear mechanism of the piston skirt under boundary lubricated conditions is adhesive wear and abrasive wear. In addition, the coefficient and wear rate will increase with the increase in the normal load and surface roughness and decrease with the increase in the relative speed. In the wear model, the wear loss is mainly influenced by the normal load, the relative sliding speed and the wear time.

Originality/value

The wear degree of piston skirt was qualitatively obtained in this investigation by factors such as pressure, velocity and so on, and the wear mechanism of forged steel piston skirt under boundary lubrication conditions was also determined. These could provide theoretical support for further optimization of cylinder motion and oil supply system, reduction of friction loss and power loss.

Details

Industrial Lubrication and Tribology, vol. 70 no. 7
Type: Research Article
ISSN: 0036-8792

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