Necati Ertekin

Ph.D. Candidate, Information & Operations Management, Mays Business School
Texas A&M

Necati is a doctoral student at Texas A&M University. His primary research interests involve consumer returns in retailing, closed-loop supply chains, and value of information. He is currently working on multiple industry-driven research projects with two national retailers. Necati was one of the recipients of the 2013 Texas A&M University Institute for Advanced Study (TIAS) graduate fellowship funded by the HEEP Foundation. He was also awarded the 2015 Mays Business School Outstanding Research Award and the 2014 Mays Business School Outstanding Teaching Award. Before coming to Texas A&M University, Necati served eight years as an officer in the Navy, rising to the rank of Lieutenant before resigning from the service in 2011. Necati and his wife are the proud parents of one daughter. Necati anticipates completing his degree in the spring of 2016.

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From Point Of Purchase To The Reverse Supply Chain: Charting The Journey

Wednesday, June 10th, 2015

11:45 Does A Better Customer Experience Reduce Consumer Returns? A Data Analytics Study

This research examines the association between in-store customer experience during a purchase and a subsequent return. More specifically, using around 45 million purchase/return transactions and 90,000 customer satisfaction survey responses from a national jewelry retailer, we examine the significant variation in return rates across stores within the same company with respect to product quality, service quality, and customer satisfaction. Our analysis reveals surprising findings for retailers. For instance, we demonstrate that retail efforts such as increasing salesperson competence and improving store environment, so long believed to prevent returns, may indeed induce a subsequent return. Our findings also suggest that a return event may enable a retailer to regain a dissatisfied customer who would otherwise be lost.