商学院卓越学术讲坛2024年第11期：Managing Customer Returns in the Supply Chain

讲座题目：Managing Customer Returns in the Supply Chain 主讲人：陈静教授 讲座时间：2024年6月27日（周四）10:00 讲座地点：主教615会议室 主持人：晏妮娜中央财经大学商学院教授 主讲人介绍： Jing Chen is the William A. Black Chair in Commerce, a professor of the Department of Management Science & Information System at the Faculty of Management, Dalhousie University. She received her Ph.D. in Management Science from the Richard Ivey School of Business, University of Western Ontario. Her research interests include competitive channel and supply chain management, interface between operations management and marketing, and customer returns. She has published over 90 papers in journals, such as Journal of Retailing, European Journal of Operational Research (EJOR), Decision Sciences (DS), The International Journal of Management Science (OMEGA), Naval Research Logistics (NRL), Transportation Research Part E (TRE), and others. She is currently serving as an Associate Editor for of The International Journal of Management Science (OMEGA), The Journal of the Operational Research Society (JORS), and International Transactions in Operational Research (ITOR). She has published 22 Ivey business cases. She is also severing on the board of directors at the Federation for the Humanities and Social Sciences in Canada. 讲座摘要： Effective management of customer returns is crucial for supply chain efficiency and customer satisfaction. A manufacturer can improve product quality and a retailer can provide in-store service in order to improve customer satisfaction and manage customer returns. We consider a supply chain in which the retailer offers a full-refund customer returns policy. We examine the manufacturer’s optimal quality improvement strategy and the retailer’s optimal in-store service strategy. Our study shows that the optimal customer returns management strategy from the perspective of the supply chain as a whole coincides with the individual interests of both the manufacturer and the retailer. We show that each of the four supply chain strategies (no quality improvement and no in-store service, in-store service but no quality improvement, quality improvement but no in-store service, and both quality improvement and in-store service) can be a dominant supply chain strategy, depending on several factors. We also show that when either the manufacturer can flexibly determine the quality improvement level, or the retailer can flexibly adjust in-store service level, or both can decide their respective strategies, the dominant strategy is that both the retailer provides in-store service and the manufacturer implements quality improvement.