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…
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
Keywords
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…
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.