Specificities of Reverse Logistics in Services



Year of publication 2013
Type Article in Proceedings
Conference 6th international conference on services mamagement
MU Faculty or unit

Faculty of Economics and Administration

Field Management and administrative
Keywords reverse logistics; service business; reasons for involvement; customer and market orientation; planning; manager’ view
Attached files
Description Objective: The main objectives were focused on gather information about reverse logistics management in services and to find the expected differences in some managerial issues of service companies concerning reverse logistics. Methodology/Approach: As the methodological approach exploratory research with some features of descriptive survey was applied. The data were collected through personal interviews with representatives of companies, divided for the purpose of analysis into groups of service-offering companies and groups of others industries. Statistical methods (frequency analysis, crosstabs, Chi-squared, Mann-Whitney U and t-tests) were applied to obtain the results. Major findings: The basic findings show on several differences between management of reverse logistics in services compared to other industries. The major difference relates to motivation to reverse logistics: Services are typically driven by customers and by marketing goals, whereas industrial companies see the reverse logistics also as a tool to fulfill the (environmental, social…) requirements of other stakeholders. Conclusions: Survey results show that reverse flows are not the problem as well as the challenge for management only for manufacturing companies but for services as well and offers several opportunities for future research. Implications: Paper can have both managerial and theoretical implications through extending the existed knowledge gap of RL in services. Target audience: The paper is targeted especially on two target audience – for managers of service companies (gaining some new knowledge about RL in their business) and for university teachers in service management.
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