volume 23, issue 2, P149-164 2019
DOI: 10.1108/mbe-11-2018-0099
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Alena Klapalová

Abstract: Purpose 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. Design/methodology/approach Understanding of feedback concept for the purpose of product retur…

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