“Bricks and Clicks”: The Impact of Product Returns on the Strategies of Multichannel Retailers

References

• Anderson E. T., Hansen K., Simester D. The option value of returns: Theory and empirical evidence. Marketing Sci. (2009) 28(3):405–423Link, Google Scholar
• Bakos J. Y. Reducing buyer search-costs: Implications for electronic marketplaces. Management Sci. (1997) 43(12):1676–1692Link, Google Scholar
• Balasubramanian S. Mail versus mall: A strategic analysis of competition between direct marketers and conventional retailers. Marketing Sci. (1998) 17(3):181–195Link, Google Scholar
• Biyalogorsky E., Naik P. Clicks and mortar: The effect of on-line activities on off-line sales. Marketing Lett. (2003) 14(1):21–32Crossref, Google Scholar
• Brohan M. The top 500 guide. Internet Retailer (2008) June 1). http://www.internetretailer.com/2008/05/30/the-top-500-guideGoogle Scholar
• Brynjolfsson E., Smith M. D. Frictionless commerce? A comparison of Internet and conventional retailers. Management Sci. (2000) 46(4):563–585Link, Google Scholar
• Bulow J. I., Geanakoplos J. D., Klemperer P. D. Multimarket oligopoly: Strategic substitutes and complements. J. Political Econom. (1985) 93(3):488–511Crossref, Google Scholar
• Business Wire JCPenney reports fourth quarter and full year operating results. (2008) February 21Google Scholar
• Business Wire Customers vote JCPenney tops in customer service. (2009a) January 16Google Scholar
• Business Wire JCPenney recognized as a leader in innovative business technology. (2009b) September 15Google Scholar
• Cabral L. M. B., Villas-Boas M. Bertrand supertraps. Management Sci. (2005) 51(4):599–613Link, Google Scholar
• Chen Y., Iyer G., Padmanabhan V. Referral infomediaries. Marketing Sci. (2002) 21(4):412–434Link, Google Scholar
• Chevalier J. A., Mayzlin D. The effect of word of mouth on sales: Online book reviews. J. Marketing Res. (2006) 43(3):345–354Crossref, Google Scholar
• Chiang W. K., Chhajed D., Hess J. D. Direct marketing, indirect profits: A strategic analysis of dual-channel supply-chain design. Management Sci. (2003) 49(1):1–20Link, Google Scholar
• Consumer Electronics Association Broadband in America: Access, use and outlook. (2007) . CEA Market Research Report, Consumer Electronics Association, Arlington, VA. http://www.ce.org/pdf/cea_broadband_america.pdfGoogle Scholar
• Davis S., Gerstner E., Hagerty M. Money back guarantees in retailing: Matching products to consumer tastes. J. Retailing (1995) 71(1):7–22Crossref, Google Scholar
• Evans P. F. Retail executive survey, 2008: Using Maslow to set site investment priorities. Forrester Res. (2009) April 1Google Scholar
• Fair Disclosure Wire JCPenney analyst meeting—Final, Waltham. (2009) April 22Google Scholar
• Fruchter G. E., Tapiero C. S. Dynamic online and offline channel pricing for heterogeneous customers in virtual acceptances. Internat. Game Theory Rev. (2005) 7(2):137–150Crossref, Google Scholar
• Gentry C. R. Reducing the cost of returns. Chain Store Age (1999) October 1):124Google Scholar
• Grimaldi P. Day of rejects: Store clerks gear up for gift exchanges. Providence J. (2008) December 26). http://www.projo.com/seasonal/holidays/content/BZ_RETURNS_1226_12-26-08_88CO6AO_v22.314fb6b.htmlGoogle Scholar
• Grau J. Retail e-commerce forecast: Cautious optimism. (2009) June). eMarketer ReportGoogle Scholar
• Hess J. D., Chu W., Gerstner E. Controlling product returns in direct marketing. Marketing Lett. (1996) 7(4):307–317Crossref, Google Scholar
• Internet Retailer 2007 online retail sales hit $175 billion, Forrester Research says. (2008) January 28). http://www.internetretailer.com/2008/01/28/2007-online-retail-sales-hit-175-billion-forrester-research.saGoogle Scholar
• Iyer G. Coordinating channels under price and nonprice competition. Marketing Sci. (1998) 17(4):338–355Link, Google Scholar
• Jupiter Research Online fashion buyers. (2007) July 13). http://www.marketresearch.com/product/display.asp?productid=1601117Google Scholar
• Jupiter Research U.S. online retail executive survey, 2007. (2008) March 30). http://www.marketresearch.com/product/display.asp?productid=1901031Google Scholar
• Lal R., Sarvary M. When and how is the Internet likely to decrease price competition? Marketing Sci. (1999) 18(4):485–503Link, Google Scholar
• Liu Y., Gupta S., Zhang Z. J. Note on self-restraint as an online entry-deterrence strategy. Management Sci. (2006) 52(11):1799–1809Link, Google Scholar
• Loss Prevention Research Council (LPRC) 2007 Customer returns in the retail industry. (2008) . Report, LPRC and The Retail Equation, http://www.theretailequation.com/pressroom/TRE-LPRC%20Retail%20Returns%20Survey-2007.pdfGoogle Scholar
• Martinez R. On the return trip: Managing reverse logistics. Multichannel Merchant (2008) May 28). http://multichannelmerchant.com/opsandfulfillment/on-return-trip-managing-reverse-logisticsGoogle Scholar
• Moorthy S., Srinivasan K. Signaling quality with a money-back guarantee: The role of transaction costs. Marketing Sci. (1995) 14(4):442–466Link, Google Scholar
• Mulpuru S. US eCommerce forecast: 2008 to 2012. Forrester Res. (2008a) January 18Google Scholar
• Mulpuru S. The state of retailing online 2008: Marketing report. Forrester Res. (2008b) May 7Google Scholar
• Mulpuru S., Hult P. How the best manufacturer Web sites drive sales (Hint: Through other stores). Forrester Res. (2009) July 23Google Scholar
• National Retail Federation Online sales to surpass $200 billion this year, according to Shop.org/Forrester Study. (2006) . Press release (May 23), http://www.nrf.org/modules.php?name=News&op=viewlive&sp_id=99Google Scholar
• Nelson P. Information and consumer behavior. J. Political Econom. (1970) 78(2):311–329Crossref, Google Scholar
• Nelson P. Advertising as information. J. Political Econom. (1974) 82(4):729–754Crossref, Google Scholar
• Nunes P. F., Cespedes F. The customer has escaped. Harvard Bus. Rev. (2003) 81(11):96–105Google Scholar
• Padmanabhan V., Png I. P. L. Manufacturer's returns policies and retail competition. Marketing Sci. (1997) 16(1):81–94Link, Google Scholar
• Pauwels K., Neslin S. Building with bricks and mortar: The revenue impact of opening physical stores in a multichannel environment. (2008) . MSI Working Paper 08-101, Marketing Science Institute, Cambridge, MAGoogle Scholar
• Shulman J. D., Coughlan A. T., Savaskan R. C. Optimal restocking fees and information provision in an integrated demand-supply model of product returns. Manufacturing Service Oper. Management (2009) 11(4):577–594Link, Google Scholar
• Smith M. D., Brynjolfsson E. Consumer decision-making at an Internet shopbot: Brand still matters. J. Indust. Econom. (2001) 49(4):541–558Crossref, Google Scholar
• Spencer J. The point of no return. Wall Street Journal (2002) May 14):D1Google Scholar
• Stock J. H., Speh T., Shear H. Managing product returns for competitive advantage. MIT Sloan Management Rev. (2006) 48(1):57–62Google Scholar
• Tirole J.The Theory of Industrial Organization (1988) (MIT Press, Cambridge, MA) Google Scholar
• Trop J. La-Z-Boy sets up for online shopping. Detroit News (2008) June 17Google Scholar
• Verhoef P. C., Neslin S. A., Vroomen B. Multichannel customer management: Understanding the research-shopper phenomenon. Internat. J. Res. Marketing (2007) 24(2):129–148Crossref, Google Scholar
• Wagner M. The price is right? Internet Retailer (2007) March 6Google Scholar
• Williamson R. J. Crew boosts customer focus. Women's Wear Daily (2008) August 26):14Google Scholar
• Zettelmeyer F. Expanding to the Internet: Pricing and communications strategies when firms compete on multiple channels. J. Marketing Res. (2000) 37(3):292–308Crossref, Google Scholar