Shashank Rao

TL;DR: In this article, the authors present a typology of risk sources, consisting of environmental factors, industry factors, organizational factors, problem-specific factors, and decision-maker related factors, which can be used by managers to measure and assess the vulnerabilities of their company and supply chain.

TL;DR: In this paper, the authors examine the relationship between a customer's experience of product returns and subsequent shopping behavior, and demonstrate that the returns management process, rather than being regarded as an afterthought to the production and deployment of goods, can significantly and positively influence repurchase behavior.

TL;DR: In this paper, the authors investigated the relationship between the quality of online fulfillment and the ensuing retention of customers, using archival data on 260 online retailers, and found that satisfaction with the physical distribution quality and cost are positively related with customer's purchase satisfaction and customer retention.

TL;DR: In this paper, the authors examined the relationship between an operations glitch (order fulfillment delay) and subsequent shopping behavior for previously loyal customers in an online retailing environment and employed expectancy disconfirmation and distributive justice theories to empirically show that adverse post-glitch reactions are seen in several dimensions of customer shopping behavior.

TL;DR: In this article, the authors use a large data set of customer purchases and returns to identify how process attributes in physical distribution service (PDS) influence product returns and find that the likelihood of orders being returned depends on the consistency between retailer promises of timeliness in the delivery of orders and the actual delivery performance of the orders.