学士学位论文--b2c电子商务退货成本控制分析.doc

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1、毕业论文（专科）题目：B2C电子商务退货成本的分析与控制　─────────────────────────15摘要电子商务大大地提高了传统商务的效率，而物流一直是困扰B2C电子商务的一大难题。经济的发展赋予了物流新的含义，在过去的十年里，逆向物流及其商业模式受到越来越多的关注。从整个供应链角度来看，完整的物流体系也应包括正向物流和逆向物流。在电子商务中，退换货服务质量的优劣大大地影响了顾客的网购决策。现代国际调研公司曾对4500万户网购用户进行了调查和深访。调查报告显示，96%的受访者认为自己的购买决

2、策很大一部分取决于退货服务和质量。如果对某商家退换货服务不满意，30%的网购用户选择不会再次在该商家进行购买，63%的网购用户表示将减少在该商家购买的频率。由此可见，现代消费者越来越注重网购中商家退货管理的质量。本文主要分析了退货管理方面存在的主要问题，从退货管理和退货策略以及建立相关物流系统角度分析B2C电子商务退货成本控制，提出相应的解决方案，为在线商家控制退货量丶提高效率以及分析退货数据上提供了方法。关键词：B2C；电子商务；退货成本15目录1概述·························

3、···················································11．1B2C电子商务退货管理的现状···························11．2B2C电子商务的退货成本的概念·······························21．3选题背景·····················································42B2C电子商务退货成本分析································

4、··62．1降低退货量·································································62.1.1说明商家的退货政策···················································62．1．2完整的商品信息说明···················································72.1.3改良线上服务··································

5、··························72.1.4配送改进··································································72．2提高退货处理效率························································72.2.1标准化退货流程·························································82.2.2自动化退货的重视

6、······················································82．3退货预测和退货数据分析···············································82.3.1分析历史数据····························································82.3.2比较传统销售······················································

7、······93B2C电子商务退货成本控制的策略建议········································93．1逆向物流成本管理策略··················································9153．1．1构建逆向物流信息系统··············································103．1．2加强退货管理、控制退货行为·····································103

8、．1．3最大化退货回收产品的再利用价值······························113．1．4新设流程和配备场地处理退货和回收货品····················113．1．5电子商务配合逆向物流成本管理优势··························124结束语·········································································