Product returns are a source of valuable information that can be used by firms and supply chains to improve products, services, and decision making. However, firms are struggling to maximize the value of this information, and the extant scholarly literature is scattered among various research streams. Using a systematic literature review, the state-of-the-art of product returns informational value research and limitations in the current body of work were examined and future directions for research suggested. Three types of informational value were identified, namely operational information, product related information, and customer-related information, along with four value-creating factors, namely strategic information system (IS) decisions, organizational learning, information sharing, and technological solutions. Implications for practitioners are discussed. Lastly, the limitations are discussed, along with recommendations and directions for future research work.
Purpose Product returns information gives firms an opportunity for continuous strategic adaptation by allowing them to understand the reasons for product returns, learning from them and improving their products and processes accordingly. By applying the Dynamic Capabilities (DCs) view in the context of closed-loop supply chains (CLSC), this study explores how firms can continuously learn from product returns information.Design/methodology/approach This study adopts a qualitative Delphi study-inspired approach. Experts from industry and academia are interviewed in two interview rounds. First round of interviews are based on extant research, while the second round allows the experts to elaborate and correct the results.Findings This study culminates into a conceptual model for incremental learning from product returns information. The results indicate incremental learning from product returns can potentially lead to a competitive advantage. Additionally, the authors identify the sources of information, capabilities along with their microfoundations and the manifestations of product return information. Three propositions are formulated embedding the findings in DC theory.Research limitations/implications This study supports extant literature in confirming the value of product returns information and opens concrete avenues for research by providing several propositions.Practical implications This research elucidates the practices, processes and resources required for firms to utilize product returns information for continuous strategic adaptation. Practitioners can use these results while implementing continuous learning practices in their organizations.Originality/value This study presents the first systematic framework for incremental learning from product returns information. The authors apply the DC framework to a new functional domain, namely CLSC management and product returns management. Furthermore, the authors offer a concrete example of how organizational learning and DC intersect, thus advancing DC theoretical knowledge.
Business-IT alignment continues to remain a top management concern. Regardless of ample research, achieving and sustaining business-IT alignment remains challenging to organization's management. To this day, the influence of organizational politics remains unstudied in the light of business-IT alignment. By performing a case study in a large organization in Sweden, the authors present and discuss how organizational politics influences business-IT alignment from the viewpoint of practitioners. They find that organizational politics has a negative influence on communications, partnering, IT governance, IT scope, and business and IT skills of the Strategic Alignment Maturity model. Furthermore, the authors identified several root causes for organizational politics in the business-IT alignment context, not addressed by the commonly used business-IT alignment constructs. The findings of this research study are useful to business and IT practitioners for achieving and sustaining business-IT alignment in their organizations considering the influence of organizational politics.
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