Investigating the influential factors of return channel loyalty in omni-channel retailing

The ever-evolving omni-channel retail environment provides customers with a variety of channels to select from when making purchases and returns. Despite the growing number of product returns, there is limited research that focuses on customers' perception of the return process in an omni-channel retail environment. To fill this gap, via an empirical analysis, this paper examines the influential factors on customers' return channel loyalty. Our...