Managing omni-channel reverse logistics risk during supply chain disruption recovery in the South African fashion industry
Background: Omni-channel retailing is blurring the lines between online and physical stores for consumers as it provides consumers with more choices, convenience and a seamless shopping experience. An integral aspect of implementing an omni-channel retail strategy is having an efficient reverse logi...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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AOSIS
2023-09-01
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| Series: | Journal of Transport and Supply Chain Management |
| Subjects: | |
| Online Access: | https://jtscm.co.za/index.php/jtscm/article/view/932 |
| _version_ | 1797668317088972800 |
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| author | Tristan Ermes Wesley Niemann |
| author_facet | Tristan Ermes Wesley Niemann |
| author_sort | Tristan Ermes |
| collection | DOAJ |
| description | Background: Omni-channel retailing is blurring the lines between online and physical stores for consumers as it provides consumers with more choices, convenience and a seamless shopping experience. An integral aspect of implementing an omni-channel retail strategy is having an efficient reverse logistics process. However, retailers seem reluctant to implement omni-channel reverse logistics because of the various risk types that affect the economic wellbeing of a firm, especially during supply chain disruption recovery (SCDR) when the firm is in distress. Prior research primarily examines the risks associated with reverse logistics in a single channel. While the existing findings are promising, there is a lack of understanding regarding the specific risks involved in omni-channel reverse logistics and how to mitigate these risks in the context of SCDR.
Objectives: The purpose of this study was to explore omni-channel reverse logistics risks and mitigation strategies during SCDR in the South African fashion retail industry.
Method: The study employed a generic qualitative design using purposive sampling methods. Fourteen semi-structured interviews were conducted to collect data. The data were analysed using a thematic analysis approach.
Results: The study identified specific types of omni-channel reverse logistics risks. The findings indicate that omni-channel reverse logistics risk during SCDR is managed through proactive and reactive strategies such as technology implementation, collaborative relationships, quality insurance inspections, customised policy changes and disruption-specific reverse logistics teams. The findings show that mitigating omni-channel reverse logistics risk can help create a competitive advantage because of increasing customer loyalty, value recovery and profits.
Conclusion: The findings provide valuable insight on how to manage omni-channel reverse logistics risk during SCDR and, if mitigated correctly, can contribute to a competitive advantage.
Contribution: This study expands on the current literature by identifying multiple types of omni-channel reverse logistics risks and strategies used to manage omni-channel reverse logistics risk in a SCDR context. |
| first_indexed | 2024-03-11T20:27:22Z |
| format | Article |
| id | doaj.art-8381c9c2092e4b7c80f260a3c2faed38 |
| institution | Directory Open Access Journal |
| issn | 2310-8789 1995-5235 |
| language | English |
| last_indexed | 2024-03-11T20:27:22Z |
| publishDate | 2023-09-01 |
| publisher | AOSIS |
| record_format | Article |
| series | Journal of Transport and Supply Chain Management |
| spelling | doaj.art-8381c9c2092e4b7c80f260a3c2faed382023-10-02T12:38:13ZengAOSISJournal of Transport and Supply Chain Management2310-87891995-52352023-09-01170e1e1410.4102/jtscm.v17i0.932325Managing omni-channel reverse logistics risk during supply chain disruption recovery in the South African fashion industryTristan Ermes0Wesley Niemann1Department of Business Management, Faculty of Economic and Management Sciences, University of Pretoria, PretoriaDepartment of Business Management, Faculty of Economic and Management Sciences, University of Pretoria, PretoriaBackground: Omni-channel retailing is blurring the lines between online and physical stores for consumers as it provides consumers with more choices, convenience and a seamless shopping experience. An integral aspect of implementing an omni-channel retail strategy is having an efficient reverse logistics process. However, retailers seem reluctant to implement omni-channel reverse logistics because of the various risk types that affect the economic wellbeing of a firm, especially during supply chain disruption recovery (SCDR) when the firm is in distress. Prior research primarily examines the risks associated with reverse logistics in a single channel. While the existing findings are promising, there is a lack of understanding regarding the specific risks involved in omni-channel reverse logistics and how to mitigate these risks in the context of SCDR. Objectives: The purpose of this study was to explore omni-channel reverse logistics risks and mitigation strategies during SCDR in the South African fashion retail industry. Method: The study employed a generic qualitative design using purposive sampling methods. Fourteen semi-structured interviews were conducted to collect data. The data were analysed using a thematic analysis approach. Results: The study identified specific types of omni-channel reverse logistics risks. The findings indicate that omni-channel reverse logistics risk during SCDR is managed through proactive and reactive strategies such as technology implementation, collaborative relationships, quality insurance inspections, customised policy changes and disruption-specific reverse logistics teams. The findings show that mitigating omni-channel reverse logistics risk can help create a competitive advantage because of increasing customer loyalty, value recovery and profits. Conclusion: The findings provide valuable insight on how to manage omni-channel reverse logistics risk during SCDR and, if mitigated correctly, can contribute to a competitive advantage. Contribution: This study expands on the current literature by identifying multiple types of omni-channel reverse logistics risks and strategies used to manage omni-channel reverse logistics risk in a SCDR context.https://jtscm.co.za/index.php/jtscm/article/view/932omni-channelreverse logistics riskdisruption recoveryfashion retail industrygeneric qualitative researchsouth africa. |
| spellingShingle | Tristan Ermes Wesley Niemann Managing omni-channel reverse logistics risk during supply chain disruption recovery in the South African fashion industry Journal of Transport and Supply Chain Management omni-channel reverse logistics risk disruption recovery fashion retail industry generic qualitative research south africa. |
| title | Managing omni-channel reverse logistics risk during supply chain disruption recovery in the South African fashion industry |
| title_full | Managing omni-channel reverse logistics risk during supply chain disruption recovery in the South African fashion industry |
| title_fullStr | Managing omni-channel reverse logistics risk during supply chain disruption recovery in the South African fashion industry |
| title_full_unstemmed | Managing omni-channel reverse logistics risk during supply chain disruption recovery in the South African fashion industry |
| title_short | Managing omni-channel reverse logistics risk during supply chain disruption recovery in the South African fashion industry |
| title_sort | managing omni channel reverse logistics risk during supply chain disruption recovery in the south african fashion industry |
| topic | omni-channel reverse logistics risk disruption recovery fashion retail industry generic qualitative research south africa. |
| url | https://jtscm.co.za/index.php/jtscm/article/view/932 |
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