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).
| Original language | English |
|---|---|
| Pages (from-to) | 349-369 |
| Number of pages | 21 |
| Journal | International Journal of Services and Operations Management |
| Volume | 31 |
| Issue number | 3 |
| DOIs | |
| Publication status | Published - 2018 |
| Externally published | Yes |
UN SDGs
This output contributes to the following UN Sustainable Development Goals (SDGs)
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SDG 9 Industry, Innovation, and Infrastructure
Keywords
- Complaint
- Customer
- Reverse logistics
- Satisfaction
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