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
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)
- Ronaldo Lopes Gomes, Ricardo Chamy do Nascimento, Caio Victor da Silva Viga, Bruno Pereira Gonçalves, Jean Mark Lobo de Oliveira, Rilmar Pereira Gomes, David Barbosa de Alencar, Introduction of Basic Computer Programming Logic in Elementary and High Schools Using Logic Block , International Journal for Innovation Education and Research: Vol. 7 No. 11 (2019): International Journal for Innovation Education and Research
- Adriana Karla de Souza Santana, Elilson Leal de Araújo, Waldeck Matheus de Oliveira Lins Belo, Bruno Pereira Gonçalves, Jean Mark Lobo de Oliveira, Rilmar Pereira Gomes, David Barbosa de Alencar, Hybrid Mobile Prototype for Evapotranspiration Calculation Using Raspberry Pi , International Journal for Innovation Education and Research: Vol. 7 No. 11 (2019): International Journal for Innovation Education and Research
- João Vitor Barros Assunção, Renan Phelipe Rodrigues Pantoja, Bruno Pereira Gonçalves, David Barbosa de Alencar, Jean Mark Lobo de Oliveira, Comparative Analysis Between Native and Hybrid Mobile Applications , International Journal for Innovation Education and Research: Vol. 7 No. 11 (2019): International Journal for Innovation Education and Research
- Dayana de Lira Martins da Silva, Flavia Emanuele Rosas Costa, Igor Bezerra de Lima, David Barbosa de Alencar, Ricardo Silva Parente, Proposals for Reducing Damage Caused by Dams Collapse in Pitinga - Amazonas , International Journal for Innovation Education and Research: Vol. 7 No. 11 (2019): International Journal for Innovation Education and Research
- Paulo Moisés Godinho Feitosa, David Barbosa de Alencar, Alexandra Priscilla Tregue Costa, Manoel Henrique Reis Nascimento, Scrap Cost Reduction Process Improvement Actions in a Microwave Assembly Plant , International Journal for Innovation Education and Research: Vol. 7 No. 11 (2019): International Journal for Innovation Education and Research
- João Bosco Rodrigues Pereira, David Barbosa de Alencar, Alexandra Priscilla Tregue Costa, Antônio Estanislau Sanches, Methodology for Indirect Material Control in a White Line Company , International Journal for Innovation Education and Research: Vol. 7 No. 11 (2019): International Journal for Innovation Education and Research
- Gabriel Barbosa Soares, Djanielson de Oliveira Pereira, Livia da Silva Oliveira, David Barbosa de Alencar, Manoel Henrique Reis Nascimento, Implementation of the TN-C-S Scheme in an Ungrounded Low Voltage Electrical Installation in Manaus / AM , International Journal for Innovation Education and Research: Vol. 7 No. 11 (2019): International Journal for Innovation Education and Research
- Jessica Santana da Silva, Fabiana Rocha Pinto, David Barbosa de Alencar, Gisele de Freitas Lopes, Energy Efficiency Analysis in a Higher Education Institution in Manaus - Amazonas , International Journal for Innovation Education and Research: Vol. 7 No. 11 (2019): International Journal for Innovation Education and Research
- Nilzemar da Silva Mariano, Livia da Silva Oliveira, David Barbosa de Alencar, Eliton Smith dos Santos, Economic Feasibility Study Generated on Replacing Tubular Fluorescent Lamps with Led Lamps in a Commercial Building , International Journal for Innovation Education and Research: Vol. 7 No. 11 (2019): International Journal for Innovation Education and Research
- Alessandro Marques Martins, Érica Pantoja de Araújo, Frank Henrique Santos Fontineles, Sara dos Santos Santarém, David Barbosa de Alencar, Gisele de Freitas Lopes, The Socioeconomic Impact of Paralyzed Public Works: Analysis on the University City of the State of Amazonas , International Journal for Innovation Education and Research: Vol. 7 No. 11 (2019): International Journal for Innovation Education and Research