Courses connectées: un cas de destruction ou de création de valeur pour les clients et les distributeurs

Catherine Lapassouse-Madrid and Mariana Vlad
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Catherine Lapassouse-Madrid: IUT Bordeaux Montesquieu

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Abstract: Connected shopping: a case of value creation or destruction for customers and retailers? This article analyses the perceived value of digital tools implemented in food chains from both the consumer and retailer points of view. The global value approach is mobilized. The qualitative consumer research reveals not just the utilitarian, cognitive and self-expression benefits but also the non-monetary sacrifices linked to the features, convenience, self-expression and social responsibility. This research sensitizes retailers to the sources of value destruction and their negative impact on customer satisfaction and suggests ways to identify the features of digital tools to be integrated first.

Keywords: global value; benefit; sacrifice; digital tools; grocery retailers.; valeur globale; bénéfices; sacrifices; outils digitaux; distribution alimentaire. (search for similar items in EconPapers)
Date: 2017-01-23
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Published in Décisions Marketing, 2017, 84, pp.43-59. ⟨10.7193/DM.084.43.59⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-02308578

DOI: 10.7193/DM.084.43.59

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