讲座题目:The empirical studies of online customer returns
主讲嘉宾: 荣 鹰
讲座时间:2023年5月10日(星期二)下午14:00—16:00
讲座地点:1066vip威尼斯118利安达厅
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1066vip威尼斯
2023年5月9日
主讲嘉宾简介
荣鹰博士,现任上海交通大学安泰经济与管理学院教授。他于2010年回国执教于上海交通大学,此前在美国加州大学伯克利分校和里海大学从事博士后科研工作,并在上海交通大学和美国里海大学分别获学士、硕士和博士学位。荣鹰教授主要研究领域为服务系统的运营优化、新兴商业模型的运作、零售运营管理、供应链管理、数据驱动的优化模型、实证研究。研究成果发表在Management Science、Operations Research、Manufacturing & Service Operations Management、Production and Operations Management、Naval Research Logistics、IIE Transactions等国际学术刊物上。荣鹰教授是2015年度国家优秀青年科学基金和2020年度国家杰出青年科学基金获得者并且多次获得过国际奖项,其中包括两度MSOM最佳论文奖,TSL最佳论文奖和INFORMS Energy, Natural Resources & Environment Young Researcher Prize。
讲座主要内容
Lenient return policies have increasingly become the norm in online retailing. Although such policies can bring more sales and higher customer loyalty, they also lead to higher logistic and handling cost for enormous product returns. In the first part of this talk, we examine the impact of persuasion at pre-sales stage on the product return. In particular, we utilize the dataset from a livestream e-commerce platform and find that the level of persuasion measured by the social interaction at livestream sessions is positively associated with customer returns. In the second part of this talk, we focus on delivery processes after purchase. We find that the consumer returns concavely increase in the delivery time.