Reverse Aftermarket Logistics in E-Commerce a Case Study in a Manaus Microenterprise
DOI:
https://doi.org/10.31686/ijier.vol7.iss9.1720Keywords:
Logistics, Reverse logistic, Reverse Aftermarket LogisticsAbstract
Logistics are of great importance in a globalized market. Supply chains are always in global competition, involving multiple countries and multiple companies. Direct Logistics is the process by which the products pass from the place of origin of the raw material to the final consumer. Aftermarket Reverse Logistics is required to resolve issues after products reach their final destination, and before consumption, but can also occur before, as is the case with e-commerce, due to problems in receiving ordering, packaging and shipping. Companies must always be prepared to respond quickly to this demand. Strict control of the entire process from order receipt to delivery to the consumer is required and this process needs to be integrated in real time. In the case study, of the orders sent, only about 3% present some problem, all of which are solved quickly. This result is the way the company handles each order, in constant communication with the customer, clarifying doubts and solving problems quickly. The result is the low return rate compared to other e-commerce companies, and the 100% resolution of cases, always valuing the satisfaction of their customers.
Downloads
References
[2] BALLOU, Ronald H. Gerenciamento da Cadeia de Suprimentos/Logística empresarial. Trad. Raul Rubenich. 5. ed. Porto Alegre: Bookman, 2006.
[3] LAMBERT, Douglas M.; KNEMEYER, A. Michael. Estamos nisto Juntos. In: HARVARD BUSINESSS REVIEW. Gestão da Cadeia de Suprimentos. Trad. Ricardo Vieira. Rio de Janeiro: Elsevier, 2008. p. 1-21.
[4] VALLE, Rogério et al. Logística Reversa. São Paulo: Atlas, 2014.
[5] WANKE, Peter. Gestão de Estoques na Cadeia de Suprimento: Decisões e Modelos Quantitativos. São Paulo: Atlas, 2003.
[6] TOLENTINO, Lucas. Responsabilidade compartilhada. Ministério do Meio ambiente, Brasília: jun. 2013. Disponível em: <http://www.mma.gov.br/informma/item/9416-responsabilidade-compartilhada> Acesso em: jan. 2018.
[7] LEITE, Paulo Roberto. Logística Reversa: Nova Área da Logística Empresarial. Tecnologística, São Paulo: Publicare, mai. 2002.
[8] SHIBAO, Fábio Ytoshi; MOORI, Roberto Giro; SANTOS, MR dos. A logística reversa e a sustentabilidade empresarial. Seminários em administração, v. 13, 2010.
[9] CORDEIRO, Tiago. Tecnologia: Tem Ouro no seu bolso e prata também. Revista Superinteressante. São Paulo, n.375, p 44-49, jun. 2017.
[10] LEITE, Paulo Roberto; BRITO, Eliane Pereira Zamit. Logística Reversa de Produtos não Consumidos: Uma Descrição das Práticas das Empresas Atuando no Brasil. São Paulo: 2003.
[11] ALBERTIN, Alberto Luiz et al; VASCONCELLOS, Eduardo (Coord.). e-Commerce nas Empresas Brasileiras. São Paulo: Atlas, 2005.
[12] GODOY, Bianca. Logística reversa influencia a compra de produtos no e-commerce. São Paulo: 2017.
[13] ARAÚJO, Ana Carolina de et al. Logística reversa no comércio eletrônico: um estudo de caso. Gestão da Produção. São Carlos, v. 20, n. 2, p. 303-320, jan. 2013
[14] PONTINI, Juliana. Logística Reversa: Um Estudo do Pós-Venda no E-Commerce da Empresa X. 2011.
[15] REHM, Stefan. Como reduzir os custos da logística reversa. São Paulo: 2018.
Downloads
Published
Issue
Section
License
Copyright (c) 2019 Geovani da Silva Monteiro, Luiz André Martins Pereira, David Barbosa de Alencar, Antônio Estanislau Sanches, Carlos Eduardo de Oliveira, Igor Felipe Oliveira Bezerra
![Creative Commons License](http://i.creativecommons.org/l/by-nd/4.0/88x31.png)
This work is licensed under a Creative Commons Attribution-NoDerivatives 4.0 International License.
Copyrights for articles published in IJIER journals are retained by the authors, with first publication rights granted to the journal. The journal/publisher is not responsible for subsequent uses of the work. It is the author's responsibility to bring an infringement action if so desired by the author for more visit Copyright & License.
How to Cite
Most read articles by the same author(s)
- Leticia Caroline Praia da Cunha, Bruno Pereira Gonçalves, Jean Mark Lobo de Oliveira, Odair Cristiano Abreu da Silva, David Barbosa de Alencar, Application of BYOD in digital inclusion in the elderly municipal park - Doctor Thomas , International Journal for Innovation Education and Research: Vol. 8 No. 4 (2020): International Journal for Innovation Education and Research
- Célio Nascimento Vinhorte, David Barbosa de Alencar, Alexandra Priscillar Tregue Costa, Antônio Estanislau Sanches, A Proposal to Implement a Business Guidance Service (BGS) Manual Based on Business Process Management (BPM) Methodology: A Case Study in a Public Company in the Amazonas State , International Journal for Innovation Education and Research: Vol. 7 No. 11 (2019): International Journal for Innovation Education and Research
- Jamilson Marialva do Nascimento, Livia da Silva Oliveira, Aristeu Souza da Fonseca, David Barbosa de Alencar, Manoel Henrique Reis Nascimento, Prototype Development Open Source Platform-Based Electricity Meter with Minimum Rate of Change According to Module Five of the Electricity Distribution Procedure in the Brazilian National Electrical System (PRODIST) , International Journal for Innovation Education and Research: Vol. 7 No. 11 (2019): International Journal for Innovation Education and Research
- Letícia Bindá Gondim, David Barbosa de Alencar, Alexandra Priscilla Tregue Costa, Antônio Estanislau Sanches, A project proposal for a truffle micro-enterprise , International Journal for Innovation Education and Research: Vol. 7 No. 10 (2019): International Journal for Innovation Education and Research
- Fábio Gomes Cantuário, Luiz Eduardo Santos de Araújo, Rilmar Pereira Gomes, David Barbosa de Alencar, The application of data mining by classification in a database of notified covid-19 cases in Manaus-AM , International Journal for Innovation Education and Research: Vol. 9 No. 4 (2021): International Journal for Innovation Education and Research
- George Lucas Silva de Sousa, Pedro Jose Fonseca Neto, Bruno Pereira Gonçalves, Jean Mark Lobo de Oliveira, David Barbosa de Alencar, Optimization and cost reduction with performance improvements on web pages , International Journal for Innovation Education and Research: Vol. 8 No. 6 (2020): International Journal for Innovation Education and Research
- Denilson Fernandes Vital, David Barbosa de Alencar, Mauro Cezar Aparício De Souza, Alexandra Priscilla Tregue Costa, Francisco Carlos Tavares Amorim, Ana Jaqueline Travessa Amorim, Carlos Eduardo de Oliveira, Optimization of the Production Process of Sealing Bricks in a Ceramic Factory in Urucurituba City in Amazonas – Brazil , International Journal for Innovation Education and Research: Vol. 7 No. 10 (2019): International Journal for Innovation Education and Research
- Antônio Gelcivan Carvalho Feitosa, Márcio Ribeiro da Silva, Matheus Nery de Souza Ferreira, Bruno Pereira Gonçalves, Jean Mark Lobo de Oliveira, Rilmar Pereira Gomes, David Barbosa de Alencar, The Impact of Mobile Phone Use on Adolescent Health , International Journal for Innovation Education and Research: Vol. 7 No. 11 (2019): International Journal for Innovation Education and Research
- Aline Azevedo Eleutério, Alexandra Priscilla Tregue Costa, David Barbosa de Alencar, Antônio Estanislau Sanches, MWO Line Optimization Applying Lean Manufacturing Methodology: PIM Case Study , International Journal for Innovation Education and Research: Vol. 7 No. 11 (2019): International Journal for Innovation Education and Research
- Kédson Cruz da Silva, David Barbosa de Alencar, Alexandra Priscilla Tregue Costa, Antônio Estanislau Sanches, Application of Swot Analysis in the Distributor Company and Commercial Market Souza Cruz , International Journal for Innovation Education and Research: Vol. 7 No. 11 (2019): International Journal for Innovation Education and Research