Customer Product Returns – Feedback and Knowledge Management

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F18%3A00101057" target="_blank" >RIV/00216224:14560/18:00101057 - isvavai.cz</a>
Result on the web
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DOI - Digital Object Identifier
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Result language
angličtina
Original language name
Customer Product Returns – Feedback and Knowledge Management
Original language description
The purpose of this paper is to provide multidimensional understaning of the management of feedback from customer product returns (warranty claism and complaints specifically) as well as of the management practices that enable the emergence of product returns in the context of knowledge management.Understanding of feedback concept for the purpose of product returns avoidance management and its linkages with knowledge management through the theoretical review was performed in the first stage of research. Second, Soft Systems Methodology (SSM) to analyse the very complex situation, as the product returns do present, provided the conceptual framework for empirical research (McKay and Marshall, 2011). Research itself was realized in the small printing company. SSM is the systemic approach that helps to uncover multidimensional character of any problematic situation in any social system through the involvement of different actors and their different views and to bring some solutions.Paper presents how this methodology can be used when dealing with the origin and disposal of customer product returns to utilize feedback from product returns and to turn tacit knowledge into the explicit one to minimise or reduce these returns within and across the boundaries of a company.
Czech name
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Czech description
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Project
<a href="/en/project/GA16-16260S" target="_blank" >GA16-16260S: Managerial approach to reduction of reverse flows in connection to customer satisfaction and continuous improvement</a><br>
Continuities
P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)

Publication year
2018
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Article name in the collection
Proceedings from the 13th International Forum on Knowledge Asset Dynamics
ISBN
9788896687116
ISSN
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e-ISSN
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Number of pages
24
Pages from-to
926-949
Publisher name
Institute of Knowledge Asset Management
Place of publication
Delft
Event location
Delft, Netherland
Event date
Jul 4, 2018
Type of event by nationality
WRD - Celosvětová akce
UT code for WoS article
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