Publication details
Customer product returns – feedback and knowledge management
| Authors | |
|---|---|
| Year of publication | 2019 |
| Type | Article in Periodical |
| Magazine / Source | Measuring Business Excellence |
| MU Faculty or unit | |
| Citation | |
| Web | https://doi.org/10.1108/MBE-11-2018-0099 |
| Doi | http://dx.doi.org/10.1108/MBE-11-2018-0099 |
| Keywords | product returns; feedback; knowledge management; soft systems methodology; case study |
| Description | The purpose of this paper is to provide a multidimensional understanding of the management of feedback from customer product returns and the management practices that lead to the occurrence of product returns in the context of knowledge management. The characteristics of product returns indicate that to manage them requires specific knowledge management, as the nature of their management is rather complex. |
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