Transcription of CUSTOMER SEGMENTATION BASED ON BUYING AND …
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509 CUSTOMER SEGMENTATION BASED ON BUYING AND RETURNINGBEHAVIOUR: supporting differentiated SERVICE delivery INFASHION E-COMMERCE*KHjortSwedish School of Textiles, University of Bor sBLantz,DEricssonSchool of Engineering, University of Bor of Technology, Sydney (UTS);Sydney, supply chains and organisational strategies in the fast-moving consumer goodsbusiness, especially within fashion e-commerce, requires a profound understanding ofcustomer behaviour and requirements. The purpose of this paper is twofold: firstly, toempirically test and support whether a one size fits all strategy really fits all in thefashion e-commerce business. Secondly, this study aims to evaluate whether consumerreturns are a central part in the creation of profitability, and if so, the role of returnsmanagement in the overall supply chain strategyRESEARCH APPROACH:Historically, customersegmentation BASED on BUYING behaviour lacks empirical evidenceto support its usefulness(Godsellet al.)
509 CUSTOMER SEGMENTATION BASED ON BUYING AND RETURNING BEHAVIOUR: SUPPORTING DIFFERENTIATED SERVICE DELIVERY IN FASHION E-COMMERCE *K Hjort Swedish School of Textiles, University of Borås
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