Customer product returns – feedback and knowledge management

KLAPALOVÁ, Alena. Customer product returns – feedback and knowledge management. Measuring Business Excellence. 2019, vol. 23, No 2, p. 149-164. ISSN 1368-3047. Available from: https://dx.doi.org/10.1108/MBE-11-2018-0099.

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

• Original language: English
• Type of outcome: Article in a journal
• Field of Study: 50204 Business and management
• Country of publisher: United Kingdom of Great Britain and Northern Ireland
• Confidentiality degree: is not subject to a state or trade secret
• WWW: URL
• RIV identification code: RIV/00216224:14560/19:00107552
• Organization unit: Faculty of Economics and Administration
• Doi: http://dx.doi.org/10.1108/MBE-11-2018-0099
• UT WoS: 000485928900005
• Keywords in English: product returns; feedback; knowledge management; soft systems methodology; case study
• Tags: International impact, Reviewed

Abstract

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