House of reverse logistics: an approach to analyse the factors influencing company performance and customer complaint

Farida Pulansari, Suparno and Sri Gunani Partiwi

International Journal of Services and Operations Management, 2018, vol. 31, issue 3, 349-369

Abstract: This paper presents a house of reverse logistics (HRL). HRL is proposed as an effective design method for integrating reverse logistics (RL) problems and creating consumers satisfaction. HRL explicitly addressed the translation of customer needs into reverse logistics perspective. HRL is very important because this approach successfully meets customer expectations, requirement and complaint. The complaint is signalling of customer dissatisfaction that indicates the important information directly from customers. The design of HRL was adopted from quality function deployment (QFD).

Keywords: reverse logistics; customer; satisfaction; complaint. (search for similar items in EconPapers)
Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:31:y:2018:i:3:p:349-369

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