{"title":"邮寄退货还是店内退货?全渠道零售系统中产品更换政策的优化设计","authors":"Ke Sun , Yunan Liu , Xiang Li","doi":"10.1016/j.omega.2023.103024","DOIUrl":null,"url":null,"abstract":"<div><p>Online retailing has been booming over the past several years as people grow increasingly comfortable with it and accustomed to its ease and speed. A major drawback of online retailing is the lack of consumer–product interaction before a purchase is finalized, which often leads to consumer dissatisfaction due to mismatched expectation of the received product. In response, retailers usually promise that online orders may be returned or exchanged free of extra charges, which can be processed either online (e.g., by mail) or onsite i.e., in-store dropoff. In this work, we study the implications of both online and onsite exchange policies in the setting of a queueing model that offers omnichannel services. Taking into account customers’ behavioral responses to these policies, we aim to inform the retailer of the one that generates a higher system revenue. Our results reveal that the online exchange policy is a double-edged sword: On the one hand, it helps eliminate the inconvenience cost for exchange customers to revisit the store; on the other hand, it can trigger more feedback orders and render a higher system congestion level, which in turn, deters future customers from placing orders. Specifically, we discover that online exchange becomes an inferior policy relative to in-store exchange when the market size is large.</p></div>","PeriodicalId":19529,"journal":{"name":"Omega-international Journal of Management Science","volume":null,"pages":null},"PeriodicalIF":6.7000,"publicationDate":"2024-01-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Mail back or in-store dropoff? Optimal design of product-exchange policies in omnichannel retailing systems\",\"authors\":\"Ke Sun , Yunan Liu , Xiang Li\",\"doi\":\"10.1016/j.omega.2023.103024\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<div><p>Online retailing has been booming over the past several years as people grow increasingly comfortable with it and accustomed to its ease and speed. A major drawback of online retailing is the lack of consumer–product interaction before a purchase is finalized, which often leads to consumer dissatisfaction due to mismatched expectation of the received product. In response, retailers usually promise that online orders may be returned or exchanged free of extra charges, which can be processed either online (e.g., by mail) or onsite i.e., in-store dropoff. In this work, we study the implications of both online and onsite exchange policies in the setting of a queueing model that offers omnichannel services. Taking into account customers’ behavioral responses to these policies, we aim to inform the retailer of the one that generates a higher system revenue. Our results reveal that the online exchange policy is a double-edged sword: On the one hand, it helps eliminate the inconvenience cost for exchange customers to revisit the store; on the other hand, it can trigger more feedback orders and render a higher system congestion level, which in turn, deters future customers from placing orders. Specifically, we discover that online exchange becomes an inferior policy relative to in-store exchange when the market size is large.</p></div>\",\"PeriodicalId\":19529,\"journal\":{\"name\":\"Omega-international Journal of Management Science\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":6.7000,\"publicationDate\":\"2024-01-17\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Omega-international Journal of Management Science\",\"FirstCategoryId\":\"91\",\"ListUrlMain\":\"https://www.sciencedirect.com/science/article/pii/S0305048323001883\",\"RegionNum\":2,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"MANAGEMENT\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Omega-international Journal of Management Science","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0305048323001883","RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"MANAGEMENT","Score":null,"Total":0}
Mail back or in-store dropoff? Optimal design of product-exchange policies in omnichannel retailing systems
Online retailing has been booming over the past several years as people grow increasingly comfortable with it and accustomed to its ease and speed. A major drawback of online retailing is the lack of consumer–product interaction before a purchase is finalized, which often leads to consumer dissatisfaction due to mismatched expectation of the received product. In response, retailers usually promise that online orders may be returned or exchanged free of extra charges, which can be processed either online (e.g., by mail) or onsite i.e., in-store dropoff. In this work, we study the implications of both online and onsite exchange policies in the setting of a queueing model that offers omnichannel services. Taking into account customers’ behavioral responses to these policies, we aim to inform the retailer of the one that generates a higher system revenue. Our results reveal that the online exchange policy is a double-edged sword: On the one hand, it helps eliminate the inconvenience cost for exchange customers to revisit the store; on the other hand, it can trigger more feedback orders and render a higher system congestion level, which in turn, deters future customers from placing orders. Specifically, we discover that online exchange becomes an inferior policy relative to in-store exchange when the market size is large.
期刊介绍:
Omega reports on developments in management, including the latest research results and applications. Original contributions and review articles describe the state of the art in specific fields or functions of management, while there are shorter critical assessments of particular management techniques. Other features of the journal are the "Memoranda" section for short communications and "Feedback", a correspondence column. Omega is both stimulating reading and an important source for practising managers, specialists in management services, operational research workers and management scientists, management consultants, academics, students and research personnel throughout the world. The material published is of high quality and relevance, written in a manner which makes it accessible to all of this wide-ranging readership. Preference will be given to papers with implications to the practice of management. Submissions of purely theoretical papers are discouraged. The review of material for publication in the journal reflects this aim.