Assisting SMEs to Establish RMA Diagnosis Checklist and Innovative RMA Process System to Enhance B2B Innovative Concept Adaptation and Its Value-Added Function

Abstract

This research attempts to focus on Return Merchandise Authorization (RMA) and the optimization of the RMA solutions. In the meantime, this research establishes RMA Diagnosis Checklist, Innovative RMA Process system, and a number of suggested solutions for Small and Medium Enterprises (SMEs). This research has important implications as it optimizes RMA solutions to B2B problems for SMEs, provides useful information on effective RMA service policies for B2B marketing decisions and creates a general awareness of the importance and rationale of RMA. Finally, this study provides RMA as a diagnostic tool and strategic tactic for SMEs.