报告内容： Effective management of customer returns is crucial for supply chain efficiency and customer satisfaction. A manufacturer can improve product quality and a retailer can provide in-store service to improve customer satisfaction and manage customer returns. We consider a supply chain in which the retailer offers a full-refund customer returns policy. We examine the manufacturer’s optimal quality improvement strategy and the retailer’s optimal in-store service strategy. Our study shows that the optimal customer returns management strategy from the perspective of the supply chain as a whole coincides with the individual interests of both the manufacturer and the retailer. We show that each of the four supply chain strategies (no quality improvement and no in-store service, in-store service but no quality improvement, quality improvement but no in-store service, and both quality improvement and in-store service) can be a dominant supply chain strategy, depending on several factors. We also show that when either the manufacturer can flexibly determine the quality improvement level, or the retailer can flexibly adjust in-store service level, or both can decide their respective strategies, the dominant strategy is that both the retailer provides in-store service and the manufacturer implements quality improvement.
报告人简介： 
Dr. Jing Chen is the William A. Black Chair in Commerce, a Professor of the Department of Management Science & Information System at the Faculty of Management, Dalhousie University. She received her Ph.D. in Management Sciences from the Richard Ivey School of Business, University of Western Ontario in 2008. Her research interests include competitive channel and supply chain management, interface between operations management and marketing, and customer returns. She has published over 80 papers in journals, such as Journal of Retailing, European Journal of Operational Research, Decision Sciences,The International Journal of Management Science (OMEGA), Naval Research Logistics, Transportation Research Part E, and others. She received “President’s Research Excellent Award-Research Impact 2020” at Dalhousie. She is currently serving as an Associate Editor of The International Journal of Management Science (OMEGA), Journal of Operational Research Society (JORS), andInternational Transactions in Operational Research (ITOR). She has published 18 Ivey business cases. She is also severing asa board of directors at the Federation for the Humanities and Social Sciences in Canada.
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