Reverse logistics as a source of the process and product innovation: an empirical study
| Authors | |
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| Year of publication | 2018 |
| Type | Article in Proceedings |
| Conference | Proceedings from the 13th International Forum on Knowledge Asset Dynamics |
| MU Faculty or unit | |
| Citation | |
| Keywords | reverse logistics; managerial perception; knowledge management; empirical research; customer management |
| Description | The article presents an analysis between reverse logistics and process improvement and product design; more specifically it explores if and how the companies utilize reverse logistics and reverse flows (returned products and accompanied information flow) for improvement activities. To learn about customer expectation and experience with the product (i.e., to extend the customer knowledge) is an indirect benefit that reverse logistics can generate if managed properly. Practical implications – The results document that reverse flows and reverse logistics can generate more than just cost savings, which was perceived as its dominant function. More specifically, management of reverse flows can be a stable component of knowledge management system, the component that provides the companies with feedback about customer dissatisfaction (and other facts such as expectations, or user experience), which can be effectively employed in the innovation activities. |
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