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

Cross canal, Drive et relation de services: une analyse par la boucle de service

Olivier Mevel (), Thierry Morvan, Dany Vyt () and Nélida Morvan
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Olivier Mevel: ICI - Laboratoire Information, Coordination, Incitations - UEB - Université européenne de Bretagne - European University of Brittany - UBO - Université de Brest - Télécom Bretagne - IMT - Institut Mines-Télécom [Paris] - IBSHS - Institut Brestois des Sciences de l'Homme et de la Société - UBO - Université de Brest
Thierry Morvan: CREM - Centre de recherche en économie et management - UNICAEN - Université de Caen Normandie - NU - Normandie Université - UR - Université de Rennes - CNRS - Centre National de la Recherche Scientifique
Dany Vyt: CREM - Centre de recherche en économie et management - UNICAEN - Université de Caen Normandie - NU - Normandie Université - UR - Université de Rennes - CNRS - Centre National de la Recherche Scientifique, IGR-IAE Rennes - Institut de Gestion de Rennes - Institut d'Administration des Entreprises - Rennes - UR - Université de Rennes
Nélida Morvan: CREM - Centre de recherche en économie et management - UNICAEN - Université de Caen Normandie - NU - Normandie Université - UR - Université de Rennes - CNRS - Centre National de la Recherche Scientifique

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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.

Keywords: Drive-in; service loop concept; marketing mix/logistics mix; cost/service frontier; Drive; boucle de service; mix-marketing/mix-logistique; frontière coût/service (search for similar items in EconPapers)
Date: 2016-10-25
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Published in Logistique & Management, 2016, 24 (1), pp.3-16. ⟨10.1080/12507970.2016.1216340⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01404209

DOI: 10.1080/12507970.2016.1216340

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