J 2019

Customer product returns – feedback and knowledge management

KLAPALOVÁ, Alena

Basic information

Original name

Customer product returns – feedback and knowledge management

Authors

KLAPALOVÁ, Alena (203 Czech Republic, guarantor, belonging to the institution)

Edition

Measuring Business Excellence, 2019, 1368-3047

Other information

Language

English

Type of outcome

Článek v odborném periodiku

Field of Study

50204 Business and management

Country of publisher

United Kingdom of Great Britain and Northern Ireland

Confidentiality degree

není předmětem státního či obchodního tajemství

References:

RIV identification code

RIV/00216224:14560/19:00107552

Organization unit

Faculty of Economics and Administration

DOI

UT WoS

000485928900005

Keywords in English

product returns; feedback; knowledge management; soft systems methodology; case study

Tags

International impact, Reviewed
Změněno: 8/4/2020 11:25, Mgr. Daniela Marcollová

Abstract

V originále

The purpose of this paper is to provide a multidimensional understanding of the management of feedback from customer product returns and the management practices that lead to the occurrence of product returns in the context of knowledge management. The characteristics of product returns indicate that to manage them requires specific knowledge management, as the nature of their management is rather complex.

Links

GA16-16260S, research and development project
Name: Přístup managementu k redukci zpětných toků ve vazbě na spokojenost zákazníků a neustálé zlepšování
Investor: Czech Science Foundation