Product returns have existed since the first time anyone manufactured a product. In the ‘customer-is-always-right’ culture of the US, product returns are increasingly eating into profits, leading manufacturers to develop a returns strategy. In this new Case Study, Professors Van Wassenhove and Guide, and Neeraj Kumar look at the issue within HP’s inkjet product line.
Authors: Daniel Guide, Luk N. Van Wassenhove, Neeraj Kumar
Subjects: Customer Related, Operations
Industry: Personal Computer
Company: Hewlett Packard (HP)