Ensuring Returns Management Software Effectiveness through Joint Development Orientation

Returns management has gained managerial and academic attention in recent years, but it still remains a significant challenge for many companies due to its unpredictable and irregular nature. The current study contributes to existing literature by focusing on the effectiveness of externally developed customizable software. Drawing upon the service dominant (S-D) logic and using empirical survey data, this study not only confirmed the positive impacts of returns management software effectiveness on firm market performance but also identified a joint development orientation as crucial to ensuring returns management software effectiveness.