Product returns management: value creation and appropriation in a supply chain triad

Product returns management (PRM) is a core supply chain management process (Rogers, Lambert et al. 2002). Extant literature on PRM typically focuses on the cost dimension of the returns process (e.g., Stuart, Bonawi-tan et al. 2005), such as efficiency of reverse logistics activities (e.g., Richey, Chen et al. 2005), disposition of the returned products - product reuse, material recycling and salvage - and the associated aspects of production planning and inventory management (e.g., Li and Olorunniwo 2008). This paper overcomes the limitations in extant literature on PRM - it explores value creation and appropriation by several parties in the product returns chain. Specifically it answers the following research questions: - What constitutes value in the product returns process for parties involved in the returns chain? - How is value created in the product returns chain? - Who appropriates this value in the product returns chain?