Les drive : l'avenir de la grande distribution alimentaire ? Une analyse en termes de valeur perçue du parcours client et du mix marketing/logistique. Issue 1 (2nd January 2021)

• Record Type: Journal Article
• Authors: Mevel, Olivier; Morvan, Thierry; Morvan, Nélida
• Is Part Of: Logistique & management. Volume 29:Issue 1(2021)
• Page Start: 15
• Page End: 33
• Publication Date: 2021-01-02
• Subjects: Distribution alimentaire -- drive -- mix marketing/mix logistique; Food retail -- click and collect -- marketing mix/logistics mix; Logistics -- Periodicals; Management -- Periodicals; Integrated logistic support -- Periodicals; Integrated logistic support; Logistics; Management; Periodicals; 658.505
• DOI: 10.1080/12507970.2021.1885315
• Languages: English
• ISSNs: 1250-7970

Abstract

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.