{"id":"https://openalex.org/W3136006603","doi":"https://doi.org/10.1007/s11573-021-01032-1","title":"New insights in online fashion retail returns from a customers\u2019 perspective and their dynamics","display_name":"New insights in online fashion retail returns from a customers\u2019 perspective and their dynamics","publication_year":2021,"publication_date":"2021-03-19","ids":{"openalex":"https://openalex.org/W3136006603","doi":"https://doi.org/10.1007/s11573-021-01032-1","mag":"3136006603"},"language":"en","primary_location":{"id":"doi:10.1007/s11573-021-01032-1","doi":"https://doi.org/10.1007/s11573-021-01032-1","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s11573-021-01032-1","pdf_url":"https://link.springer.com/content/pdf/10.1007/s11573-021-01032-1.pdf","source":{"id":"https://openalex.org/S2913204857","display_name":"Journal of Business Economics","issn_l":"0044-2372","issn":["0044-2372","1861-8928"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","jufo-1","norway-1","poland-20","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Economics","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://link.springer.com/content/pdf/10.1007/s11573-021-01032-1.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5003320858","display_name":"Bj\u00f6rn St\u00f6cker","orcid":"https://orcid.org/0000-0001-7119-7371","observed_orcids":["https://orcid.org/0000-0001-7119-7371"]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Bj\u00f6rn St\u00f6cker","raw_affiliation_strings":["Head of CRM, BAUR Versand, Bahnhofstra\u00dfe 10, 96224, Burgkunstadt, Germany"],"raw_orcid":"https://orcid.org/0000-0001-7119-7371","affiliations":[{"raw_affiliation_string":"Head of CRM, BAUR Versand, Bahnhofstra\u00dfe 10, 96224, Burgkunstadt, Germany","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5021490921","display_name":"Daniel Baier","orcid":"https://orcid.org/0000-0001-6525-8094","observed_orcids":["https://orcid.org/0000-0001-6525-8094","https://orcid.org/0000-0003-0394-1589"]},"institutions":[{"id":"https://openalex.org/I54009628","display_name":"University of Bayreuth","ror":"https://ror.org/0234wmv40","country_code":"DE","type":"education","lineage":["https://openalex.org/I54009628"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Daniel Baier","raw_affiliation_strings":["Chair of Marketing and Innovation, University of Bayreuth, Universit\u00e4tsstra\u00dfe 30, 95447, Bayreuth, Germany"],"raw_orcid":"https://orcid.org/0000-0001-6525-8094","affiliations":[{"raw_affiliation_string":"Chair of Marketing and Innovation, University of Bayreuth, Universit\u00e4tsstra\u00dfe 30, 95447, Bayreuth, Germany","institution_ids":["https://openalex.org/I54009628"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5050535607","display_name":"Benedikt M. Brand","orcid":"https://orcid.org/0000-0002-4250-4704","observed_orcids":["https://orcid.org/0000-0002-4250-4704"]},"institutions":[{"id":"https://openalex.org/I54009628","display_name":"University of Bayreuth","ror":"https://ror.org/0234wmv40","country_code":"DE","type":"education","lineage":["https://openalex.org/I54009628"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Benedikt M. Brand","raw_affiliation_strings":["Research Assistant At Marketing and Innovation, University of Bayreuth, Universit\u00e4tsstra\u00dfe 30, 95447, Bayreuth, Germany"],"raw_orcid":"https://orcid.org/0000-0002-4250-4704","affiliations":[{"raw_affiliation_string":"Research Assistant At Marketing and Innovation, University of Bayreuth, Universit\u00e4tsstra\u00dfe 30, 95447, Bayreuth, Germany","institution_ids":["https://openalex.org/I54009628"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5003320858"],"corresponding_institution_ids":[],"apc_list":{"value":2780,"currency":"USD","value_usd":2780},"apc_paid":{"value":2780,"currency":"USD","value_usd":2780},"fwci":5.2851,"has_fulltext":true,"cited_by_count":38,"citation_normalized_percentile":{"value":0.95096427,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":99},"biblio":{"volume":"91","issue":"8","first_page":"1149","last_page":"1187"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.22339999675750732,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.22339999675750732,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.1907999962568283,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10539","display_name":"Sustainable Supply Chain Management","score":0.18150000274181366,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/online-fashion-retail","display_name":"online fashion retail","score":0.9520000219345093},{"id":"https://openalex.org/keywords/product-returns","display_name":"product returns","score":0.7170000076293945},{"id":"https://openalex.org/keywords/returns-management","display_name":"returns management","score":0.9850000143051147},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9229999780654907},{"id":"https://openalex.org/keywords/kano-model","display_name":"Kano model","score":0.8479999899864197},{"id":"https://openalex.org/keywords/customer-segments","display_name":"customer segments","score":0.6679999828338623},{"id":"https://openalex.org/keywords/e-commerce","display_name":"e-commerce","score":0.4000000059604645}],"concepts":[{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.6622128486633301},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6571639776229858},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6504655480384827},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.6126838326454163},{"id":"https://openalex.org/C31170391","wikidata":"https://www.wikidata.org/wiki/Q188619","display_name":"Hierarchy","level":2,"score":0.6016097664833069},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5904598236083984},{"id":"https://openalex.org/C86637286","wikidata":"https://www.wikidata.org/wiki/Q7317264","display_name":"Rate of return","level":2,"score":0.4870591461658478},{"id":"https://openalex.org/C154775046","wikidata":"https://www.wikidata.org/wiki/Q188","display_name":"German","level":2,"score":0.4700191020965576},{"id":"https://openalex.org/C145912823","wikidata":"https://www.wikidata.org/wiki/Q113558","display_name":"Dynamics (music)","level":2,"score":0.43831250071525574},{"id":"https://openalex.org/C2986470052","wikidata":"https://www.wikidata.org/wiki/Q126793","display_name":"Retail industry","level":2,"score":0.435075581073761},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.2423516809940338},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.1471843123435974},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.1068091094493866},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C24890656","wikidata":"https://www.wikidata.org/wiki/Q82811","display_name":"Acoustics","level":1,"score":0.0},{"id":"https://openalex.org/C95457728","wikidata":"https://www.wikidata.org/wiki/Q309","display_name":"History","level":0,"score":0.0},{"id":"https://openalex.org/C34447519","wikidata":"https://www.wikidata.org/wiki/Q179522","display_name":"Market economy","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0}],"mesh":[],"locations_count":5,"locations":[{"id":"doi:10.1007/s11573-021-01032-1","doi":"https://doi.org/10.1007/s11573-021-01032-1","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s11573-021-01032-1","pdf_url":"https://link.springer.com/content/pdf/10.1007/s11573-021-01032-1.pdf","source":{"id":"https://openalex.org/S2913204857","display_name":"Journal of Business Economics","issn_l":"0044-2372","issn":["0044-2372","1861-8928"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","jufo-1","norway-1","poland-20","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Economics","raw_type":"journal-article"},{"id":"pmh:oai:epub.uni-bayreuth.de:5883","doi":null,"is_oa":true,"landing_page_url":"https://epub.uni-bayreuth.de/5883/1/St%C3%B6cker2021_Article_NewInsightsInOnlineFashionReta.pdf","pdf_url":"https://epub.uni-bayreuth.de/5883/1/St%C3%B6cker2021_Article_NewInsightsInOnlineFashionReta.pdf","source":{"id":"https://openalex.org/S4306400362","display_name":"EPub Bayreuth (University of Bayreuth)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I54009628","host_organization_name":"University of Bayreuth","host_organization_lineage":["https://openalex.org/I54009628"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:RePEc:spr:jbecon:v:91:y:2021:i:8:d:10.1007_s11573-021-01032-1","doi":null,"is_oa":false,"landing_page_url":"http://link.springer.com/10.1007/s11573-021-01032-1","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"},{"id":"pmh:oai:econstor.eu:10419/287256","doi":null,"is_oa":true,"landing_page_url":"https://hdl.handle.net/10419/287256","pdf_url":null,"source":{"id":"https://openalex.org/S4306401696","display_name":"Econstor (Econstor)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"doc-type:article"},{"id":"pmh:oai:eref.uni-bayreuth.de:64198","doi":null,"is_oa":false,"landing_page_url":"https://eref.uni-bayreuth.de/64198/","pdf_url":null,"source":{"id":"https://openalex.org/S4377196442","display_name":"ERef Bayreuth (University of Bayreuth)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I54009628","host_organization_name":"University of Bayreuth","host_organization_lineage":["https://openalex.org/I54009628"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Artikel in einer Zeitschrift"}],"best_oa_location":{"id":"doi:10.1007/s11573-021-01032-1","doi":"https://doi.org/10.1007/s11573-021-01032-1","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s11573-021-01032-1","pdf_url":"https://link.springer.com/content/pdf/10.1007/s11573-021-01032-1.pdf","source":{"id":"https://openalex.org/S2913204857","display_name":"Journal of Business Economics","issn_l":"0044-2372","issn":["0044-2372","1861-8928"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","jufo-1","norway-1","poland-20","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Economics","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W3136006603.pdf","grobid_xml":"https://content.openalex.org/works/W3136006603.grobid-xml"},"referenced_works_count":68,"referenced_works":["https://openalex.org/W5824534","https://openalex.org/W54193211","https://openalex.org/W70559020","https://openalex.org/W133944869","https://openalex.org/W1199578488","https://openalex.org/W1559462284","https://openalex.org/W1585155070","https://openalex.org/W1911622352","https://openalex.org/W1968207265","https://openalex.org/W1979230860","https://openalex.org/W1990513740","https://openalex.org/W1999349314","https://openalex.org/W2001134991","https://openalex.org/W2006002219","https://openalex.org/W2019883494","https://openalex.org/W2022920407","https://openalex.org/W2030330956","https://openalex.org/W2031572200","https://openalex.org/W2032053261","https://openalex.org/W2034931438","https://openalex.org/W2042998190","https://openalex.org/W2066260930","https://openalex.org/W2098058961","https://openalex.org/W2111877104","https://openalex.org/W2129204218","https://openalex.org/W2136612012","https://openalex.org/W2144236413","https://openalex.org/W2144947015","https://openalex.org/W2161169387","https://openalex.org/W2165669350","https://openalex.org/W2183705853","https://openalex.org/W2200959121","https://openalex.org/W2246802393","https://openalex.org/W2329088629","https://openalex.org/W2336036276","https://openalex.org/W2340695878","https://openalex.org/W2492698264","https://openalex.org/W2569166373","https://openalex.org/W2586671588","https://openalex.org/W2587860328","https://openalex.org/W2605968929","https://openalex.org/W2609644004","https://openalex.org/W2611259359","https://openalex.org/W2611589559","https://openalex.org/W2612422257","https://openalex.org/W2726666104","https://openalex.org/W2732521237","https://openalex.org/W2740708013","https://openalex.org/W2742227479","https://openalex.org/W2762871154","https://openalex.org/W2770103191","https://openalex.org/W2782090722","https://openalex.org/W2791312695","https://openalex.org/W2807963703","https://openalex.org/W2883720333","https://openalex.org/W2914500701","https://openalex.org/W2917414069","https://openalex.org/W2974198775","https://openalex.org/W2983158568","https://openalex.org/W2983334998","https://openalex.org/W3006089704","https://openalex.org/W3008858078","https://openalex.org/W3036728102","https://openalex.org/W3121540823","https://openalex.org/W3123223435","https://openalex.org/W3123725440","https://openalex.org/W3213712018","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W7118016873","https://openalex.org/W3199415595","https://openalex.org/W4414890554","https://openalex.org/W3159482454","https://openalex.org/W3035451057","https://openalex.org/W2612422257","https://openalex.org/W2364518444","https://openalex.org/W149315700","https://openalex.org/W3139456419","https://openalex.org/W2401429927"],"abstract_inverted_index":{"Abstract":[0],"Returns":[1],"are":[2,155,191],"an":[3,21,65,134],"inconvenient":[4],"problem":[5],"in":[6,27,85,99,193],"the":[7,13,18,28,31,37,44,49,52,70,86,103,120,181,213],"mail-order":[8],"business,":[9],"not":[10,56],"only":[11],"for":[12,17,107,218],"merchant":[14],"but":[15,63],"also":[16],"customer.":[19],"With":[20],"estimated":[22],"return":[23,100,205],"rate":[24],"of":[25,39,69,119,141],"50%":[26],"fashion":[29,108,144],"sector,":[30],"seller":[32],"has":[33],"to":[34,59,80,147,201],"deal":[35],"with":[36,137],"expense":[38],"restocking":[40],"and":[41,51,89,96,102,122,167,173,216],"possibly":[42],"reprocessing,":[43],"buyer,":[45],"who":[46],"must":[47],"reship":[48],"return,":[50],"environment.":[53],"We":[54,92],"do":[55],"consider":[57],"returns":[58,84],"be":[60],"generally":[61],"bad,":[62],"rather":[64],"explicit,":[66],"integral":[67],"part":[68],"online":[71,135,145],"business":[72],"model.":[73],"Therefore,":[74],"we":[75,113,185],"investigate":[76,114],"potentially":[77],"suitable":[78],"measures":[79,112,130,157],"avert":[81],"or":[82],"avoid":[83],"pre-purchase,":[87],"purchase,":[88],"post-purchase":[90],"phases.":[91,127],"look":[93],"at":[94],"current":[95],"technological":[97],"developments":[98],"management":[101],"most":[104],"critical":[105],"drivers":[106],"assortment":[109],"returns.":[110,197],"The":[111,128],"deliver":[115],"a":[116,142,168,178],"holistic":[117],"view":[118],"issue":[121],"target":[123],"all":[124],"three":[125],"purchase":[126],"resulting":[129],"were":[131],"assessed":[132],"via":[133],"questionnaire":[136],"8393":[138],"participants":[139],"(customers":[140],"German":[143],"retailer)":[146],"impact":[148],"customer":[149,161,188],"satisfaction":[150,162],"using":[151],"Kano\u2019s":[152],"method.":[153],"There":[154],"clear":[156,169],"that":[158],"promise":[159],"high":[160],"(such":[163],"as":[164],"360\u00b0":[165],"view)":[166],"hierarchy":[170],"regarding":[171,204],"monetary":[172],"non-monetary":[174],"measures.":[175],"By":[176],"applying":[177],"new":[179],"method,":[180],"segmented":[182],"Kano":[183],"perspective,":[184],"found":[186],"different":[187,192],"segments,":[189],"which":[190],"their":[194],"expectations":[195],"towards":[196],"That":[198],"allowed":[199],"us":[200],"conclude":[202],"dynamics":[203],"management.":[206],"This":[207],"assessment":[208],"is":[209],"followed":[210],"by":[211],"discussing":[212],"results,":[214],"conclusions,":[215],"indications":[217],"further":[219],"research":[220],"fields.":[221]},"counts_by_year":[{"year":2026,"cited_by_count":9},{"year":2025,"cited_by_count":6},{"year":2024,"cited_by_count":7},{"year":2023,"cited_by_count":12},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":1}],"updated_date":"2026-09-26T08:19:03.415552","created_date":"2021-03-29T00:00:00"}