IMPORTANT FACTORS AFFECTINGTHE RECOVERYSATISFACTION WHEN MANAGING RETURNS

After conducting an extensive literature review, on the link between reverse logistic and satisfaction with service recovery, many questions have been emerged regarding the robustness and validity of the theoretical construction. This is how exploratory studies, allow to retrace the theoretical choices according to solid foundations and from real ground. By this paper, we hope to present the results of the qualitative study that we have established, whose main objective consists of determining, the factors affecting the recovery satisfaction when managing returns.