Towards returns management strategies in internet retailing

The digital transformation of the retailing industry in recent years has had a profound effect on consumers’ behaviour on a global scale. When shopping and browsing online, consumers are not able to “touch and feel”, which means that product returns are inevitable. The fashion industry has particularly suffered from high return rates, which fluctuate between 30% and 50%. The industry has been struggling to strike a balance between competitive customer service, profitability and company sustainability targets.Against this backdrop, the purpose of this thesis is to contribute to the development of returns management strategies in internet retailing. Returns management in an online environment encapsulates both the return policy and the return process. The former has an impact on consumers, whilst the latter refers to the company itself. Four studies provide evidence to serve the purpose of the thesis. First, the author investigates how the return policy affects purchase decisions (Study I and Study II) and second, how internet retailers manage their return processes (Study III). Finally, the author sheds light on the way effective strategies for returns management can be established (Study IV).Two quantitative studies and two qualitative studies were conducted. More specifically, in Study I and Study II, data were collected from consumers through an online survey. Study III followed an exploratory multiple case study design, while in Study IV, data were collected through a confirmatory multiple case study.The findings of this thesis have significant implications for theory and practice. This research extends the returns management literature by uncovering mediating and moderating mechanisms of interest. The notion of fit between returns management and business intent can prove to be a valuable tool with extensive applicability to a wide range of returns-related decisions. This research also presents an array of identified misalignments that can assist supply chain managers in designing effective and robust returns management strategies in the internet retailing domain

Organisational transformation through CRM implementation: a descriptive case study

CRM is becoming critical to organisations worldwide as global competition increases and technological innovations in communication continue to emerge. In this descriptive case study, we have investigated a utility provider &ndash; with a geographical monopoly, who has successfully implemented a complaint management system, as part of their CRM process transformation. We have applied the teleological process theory (Ven de Ven and Poole 1995) to describe the organisational change, based on our empirical research.<br /

Trademark Vigilance in the Twenty-First Century: An Update

The trademark laws impose a duty upon brand owners to be vigilant in policing their marks, lest they be subject to the defense of laches, a reduced scope of protection, or even death by genericide. Before the millennium, it was relatively manageable for brand owners to police the retail marketplace for infringements and counterfeits. The Internet changed everything. In ways unforeseen, the Internet has unleashed a tremendously damaging cataclysm upon brands—online counterfeiting. It has created a virtual pipeline directly from factories in China to the American consumer shopping from home or work. The very online platforms that make Internet shopping so convenient, and that have enabled brands to expand their sales, have exposed buyers to unwittingly purchasing fake goods which can jeopardize their health and safety as well as brand reputation. This Article updates a 1999 panel discussion titled Trademark Vigilance in the Twenty-First Century, held at Fordham Law School, and explains all the ways in which vigilance has changed since the Internet has become an inescapable feature of everyday life. It provides trademark owners with a road map for monitoring brand abuse online and solutions for taking action against infringers, counterfeiters and others who threaten to undermine brand value

How do you feel when you see a list of prices? the interplay among price dispersion, perceived risk and initial trust in Chinese C2C market

The issues of trust fraud, product genuineness and price dispersion jointly make Chinese C2C buyers difficult to identify trustworthy sellers with a low price. Little is known about the generation of initial trust when buyers search products and receive lists of widely ranged prices. This study proposes a theoretical model to explain how price dispersion interacts with other factors in C2C purchase, such as initial trust, perceived risk, perceived value and purchase intention. Product type is considered as a moderator. 261 students were invited in a survey-based experiment. The results from PLS analysis show that price dispersion negatively affects perceived value, whilst, positively affects perceived risk, which further influences perceived value negatively. Price dispersion also negatively influences initial trust through perceived risk. Moreover, the negative effects of price dispersion are stronger when buyers purchase high-touch products

The role of security notices and online consumer behaviour: An empirical study of social networking users

This paper uses a survey of social networking users to empirically explore their perceptions of security notices – independently verified artefacts informing internet site users that security measures are taken by the site owner. We investigate such factors as purchase experience, purchase intention, risk propensity, usage of various social network categories and user victimisation. The results suggest a strong positive link between purchase intention and paying attention to security notices/features on social networks. We find that higher use of narrow-purpose social networking services has a negative association with paying attention to security notices. We also show that users with higher risk propensity pay less attention to security notices/features. Finally, we find no association between purchase experience, user victimisation and perception of security notices/features. Our results provide new, and possibly more refined, evidence of the factors that influence the attention paid to security notices/features by social media users. The results have important implications for theory development, policy and practice

Attribution of Responsibility after Failures within Platform Ecosystems

Increasingly, new hardware and software are embedded within ecosystems that include a platform and modules. Ideally these ecosystems perform reliably. However, if an ambiguously sourced failure occurs within one of these ecosystems, users are left to distribute blame across the various components of the ecosystem. The actual distribution of this blame, however, can be difficult to predict. This study investigates attribution of blame and discontinuance recommendations for ecosystem components after an ambiguously sourced failure. To extend platform ecosystems and attribution theory, we conducted a scenario-based experiment investigating the negative consequences of failure for platform and module components and the contingent effects from design elements (border strength) and contextual factors (task goal directedness, disruption severity). Results demonstrated a diffusion of negative consequences for failure across ecosystem components, but ecosystem modules (apps) received the majority of the blame and highest discontinuance recommendations. High border strength shifted negative consequences for failure away from the OS to the device. Low goal-directedness resulted in users taking more of the blame for the failure, and higher disruption severity resulted in higher discontinuance recommendations for the OS and device. Importantly, the amount of blame attributed to one component in an ecosystem predicted discontinuance recommendations for other components

INTEGRATION OF INTELLIGENCE TECHNIQUES ON THE EXECUTION OF PENETRATION TESTS (iPENTEST)

Penetration Tests (Pentests) identify potential vulnerabilities in the security of computer systems via security assessment. However, it should also benefit from widely recognized methodologies and recommendations within this field, as the Penetration Testing Execution Standard (PTES). The objective of this research is to explore PTES, particularly the three initial phases: 1. Pre-Engagement Interactions; 2. Intelligence Gathering; 3. Threat Modeling; and ultimately to apply Intelligence techniques to the Threat Modeling phase. To achieve this, we will use open-source and/or commercial tools to structure a process to clarify how the results were reached using the research inductive methodology. The following steps were implemented: i) critical review of the “Penetration Testing Execution Standard (PTES)”; ii) critical review of Intelligence Production Process; iii) specification and classification of contexts in which Intelligence could be applied; iv) definition of a methodology to apply Intelligence Techniques to the specified contexts; v) application and evaluation of the proposed methodology to real case study as proof of concept. This research has the ambition to develop a model grounded on Intelligence techniques to be applied on PTES Threat Modeling phase