Formalization of reverse logistics programs: A strategy for managing liberalized returns

The ability to manage returns has become a critical success factor for many firms. Liberal returns policies are encouraging large volumes of returns, and reverse logistics programs are being used to recover returned assets that would otherwise be lost. However, lack of formal policy may inhibit reverse logistics effectiveness. This research examines the relationships between formalization, liberal policies, and related capabilities and overall effectiveness of reverse logistics programs for a sample of firms in the automobile aftermarket parts industry.