Internet of Things Augmented Effectiveness in Returns Management: An Empirical Validation Yerpude Samir1, Singhal Tarun Kumar2, Rawat Shailesh3 1Faculty of Management, Symbiosis International (Deemed University), Pune, Maharashtra, India Email: samiryerpude@gmail.com 2Symbiosis Centre for Management Studies, Noida Constituent of Symbiosis International (Deemed University), Pune, Noida, Uttar Pradesh, India Email: dr.tarun@rediffmail.com 3Symbiosis Institute of Operations Management Symbiosis International (Deemed University), Pune, Nashik, Maharashtra, India Email: rawat.shailesh77@gmail.com Online published on 27 November, 2018. Abstract Returns management is one of the important constructs of Supply Chain Management (SCM) that includes all the activities pertaining to return of products post sales. Returns management is not construed as the reverse of sales process. It is a unique process and needs to be handled carefully, since the impact of the same is visible on the sales process. In case of a manufacturing organization, returns management is a full-fledged channel as there are customer offerings such as warranty etc. where the products are examined for failures. Effective returns management particularly in the international business hovers around the facts and data requirement for the organization that aids the visibility and brings in the requisite transparency in the system. Researchers, on the basis of this empirical research, recommend the use of an Internet of Things (IoT) landscape implementation for the data collection for improving the efficiency of the returns management system. Top Keywords Brand Loyalty, Customer Satisfaction, Customer Trust, International Business, Internet of Things, Returns Management, Returns Process, Supply Chain Management. Top |