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Les drive : l’avenir de la grande distribution alimentaire ? Une analyse en termes de valeur perçue du parcours client et du mix marketing/logistique

Abstract : This paper aims to study drive-in users’ satisfaction and expectations concerning a new service formula that comes as a complement to existing services (hypermarkets, supermarkets). We sought to determine the elements of differentiation likely to trigger the emergence of new priorities for retailers who wish to modify the click-and-collect model. We conducted an empirical survey on a sample of 1078 individuals in Brittany and in the “Loire Atlantique” region. Our work identifies the following areas for improvement, as sources of differentiation: the design of the brand’s website, the information sent to the user, the range of products on offer and the complementary customised solutions for users.
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https://hal-univ-rennes1.archives-ouvertes.fr/hal-03269554
Contributor : Laurent Jonchère <>
Submitted on : Tuesday, September 7, 2021 - 2:34:06 PM
Last modification on : Thursday, September 9, 2021 - 3:11:37 AM

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Distributed under a Creative Commons Attribution - NonCommercial 4.0 International License

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Olivier Mevel, Thierry Morvan, Nélida Morvan. Les drive : l’avenir de la grande distribution alimentaire ? Une analyse en termes de valeur perçue du parcours client et du mix marketing/logistique. Logistique & Management, Taylor & Francis, 2021, 29 (1), pp.15-33. ⟨10.1080/12507970.2021.1885315⟩. ⟨hal-03269554⟩

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