Revamping Reverse Logistics to Enhance Customer Satisfaction

Wanganoo, L, Tripathi, R and Yanamandra, R (2022) Revamping Reverse Logistics to Enhance Customer Satisfaction. In: Handbook of Research on Supply Chain Resiliency, Efficiency, and Visibility in the Post-Pandemic Era. IGI Global, pp. 175-194. ISBN 9781799895060

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The cross-border reverse logistics operations are different from forward logistics. They are complex and fragmented due to multiple intermediaries participating in the operation. The retailer goes through a re-export process to fulfil the customs documentation requirement in the reverse logistics process. A heavy paper process with low digitization, low transparency, and multiple entities is the trickiest barrier to optimizing the process and achieving customer satisfaction. Integration of technology with external organizations will aid in improving real-time visibility in the process. Blockchain and other emerging technologies have the potential to improve the reverse logistics process and contracts with intermediaries. The objective of this chapter is twofold. At first, the author reviewed the main barriers in the cross-border reverse logistics operation and later provided an insight on the potential of blockchain technology in the process.

Affiliation: Skyline University College
SUC Author(s): Yanamandra, R ORCID:
All Author(s): Wanganoo, L, Tripathi, R and Yanamandra, R
Item Type: Book Section
Uncontrolled Keywords: Customer Satisfaction, Revamping Reverse Logistics
Subjects: A Business and Management > AR Operations Management
Divisions: Skyline University College > School of Business
Depositing User: Mr Veeramani Rasu
Date Deposited: 23 May 2022 15:59
Last Modified: 23 May 2022 15:59
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