An exploration of supply chain integration in the retail product returns process

Purpose – The purpose of this paper is to empirically explore supply chain integration (SCI) enabling practices, their benefits and barriers in a retail product returns process context. Design/methodology/approach – The study adopts a case study research strategy. It draws on a single case, comprised of an original equipment manufacturer (OEM) and its two retailers. It utilizes an in-depth semi structured interviewing approach, combined with walk-through observations. Findings – The study finds that management of retail product returns can significantly benefit both an OEM and its customers when appropriate SCI enabling practices are deployed. While these practices are similar to those in forward supply chain processes, barriers are driven by the characteristics of product returns processes. Research limitations/implications – The limitations of this study stem primarily from its methodological design. A single case research strategy provides a limited opportunity for external generalization of the resear...