La distribution à l'heure du multi-canal: une redéfinition du rôle du vendeur

Régine Vanheems ()
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Régine Vanheems: UP1 - Université Paris 1 Panthéon-Sorbonne

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Abstract: Multi-channel Retailing: Towards a Redefinition of the Salesman's Mission Multi-channel retailing is today an imperative for companies. A lot of brick-and-mortar companies have implemented a website becoming then click-and-mortar companies. Far from being neutral for the salesmen, the company's website creates new expectations from the customers towards the sales- person and modifies the conditions of the exchange between them. Based on a qualitative research conducted with a population of 35 salespersons, this paper shows how much it is urgent to imple- ment new ways of managing salespeople in a multi-channel context.

Keywords: multi-channel retailing; cross-channel; salesman in store; website; customer relationship management.; multi-canal; cross-canal; vendeur en magasin; site Internet; gestion de la relation client. (search for similar items in EconPapers)
Date: 2013-03
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Citations: View citations in EconPapers (3)

Published in Décisions Marketing, 2013, 69, pp.43-59. ⟨10.7193/DM.069.43.59⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-02397421

DOI: 10.7193/DM.069.43.59

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