Des distributeurs toujours plus proches du consommateur ? Le cas du drive alimentaire

Dany Vyt (), Magali Jara (), Olivier Mevel (), Thierry Morvan and Nélida Morvan ()
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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
Magali Jara: LEMNA - Laboratoire d'économie et de management de Nantes Atlantique - IEMN-IAE Nantes - Institut d'Économie et de Management de Nantes - Institut d'Administration des Entreprises - Nantes - UN - Université de Nantes
Olivier Mevel: UBO - Université de Brest
Thierry Morvan: UR - Université de Rennes
Nélida Morvan: UR - Université de Rennes

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Abstract: This quantitative research focuses on the food " click and collect " buyers and their loyalty towards their retailer. User loyalty will be analyzed through the prism of the access, functional and relational proximity. The results confirm that the " click and collect " has intended to consolidate the service relationship established by the retailer with the customer. He actually perceives the " click and collect " as an additional service and is loyal to his retailer.

Date: 2017
Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-01806406
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Citations: View citations in EconPapers (3)

Published in Revue management & avenir, 2017, 93 (3), pp.141-160. ⟨10.3917/mav.093.0141⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:halshs-01806406

DOI: 10.3917/mav.093.0141

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