Wen-Shan Lin and Shu-Lu Hsu
A Framework for Investigating Reverse Logistics Capability of ETailers
139 - 144
2017
11
1
International Journal of Economics and Management Engineering
https://publications.waset.org/pdf/10006328
https://publications.waset.org/vol/121
World Academy of Science, Engineering and Technology
Environmental concern and consumer rights have entailed etailers to adopt better strategies to facilitate product returns from customers. As the demand for reverse logistics (RL) continues to grow, little is known about what motivates etailers to enhance their RL capabilities and about the role RL capabilities plays in enabling etailers to achieve better customer satisfaction and economic performance. Based on resourcebased theory and institutional theory, this article proposes that the following factors play a critical role in influencing the RL capability of etailers (a) Financial resource commitment to RL, (b) managerial resource commitment to RL, and (c) institutional pressure to implement RL. Based on the role of these factors, the study provides a framework and propositions that serve to guide future research addressing the link among resources, institutional pressure, and RL capability.
Open Science Index 121, 2017