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Cross-channel, drive-in and service relationship: a service-loop analysis

Abstract : This article aims to study drive-in users’ experience (from a numerical and physical point of view). It focuses on overall drive-in users’ satisfaction by carrying out an empirical study in Brittany. In terms of the results, a flowchart of the drive-in store’s added value will be presented from a customer experience perspective. The drive-in store’s weak points caused by the new service offering will also be examined.
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https://hal-univ-rennes1.archives-ouvertes.fr/hal-01404209
Contributor : Anne l'Azou <>
Submitted on : Monday, November 28, 2016 - 2:56:37 PM
Last modification on : Monday, October 12, 2020 - 11:34:03 AM

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Olivier Mevel, Thierry Morvan, Dany Vyt, Nélida Morvan. Cross-channel, drive-in and service relationship: a service-loop analysis. Logistique & Management, Taylor & Francis, 2016, 24 (1), pp.3-16. ⟨10.1080/12507970.2016.1216340⟩. ⟨hal-01404209⟩

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