Le client, le vendeur et le livreur - Une approche multiacteur de la réparation des défaillances de livraison dans le e-commerce

Sophie Claye-Puaux, Laure Jacquemier () and Sophie Jeanpert
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Sophie Claye-Puaux: AMU - Aix Marseille Université, CRET-LOG - Centre de Recherche sur le Transport et la Logistique - AMU - Aix Marseille Université
Laure Jacquemier: AMU - Aix Marseille Université, CRET-LOG - Centre de Recherche sur le Transport et la Logistique - AMU - Aix Marseille Université
Sophie Jeanpert: AMU - Aix Marseille Université, CRET-LOG - Centre de Recherche sur le Transport et la Logistique - AMU - Aix Marseille Université

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Abstract: E-commerce delivery failures offer a unique opportunity to study service recovery in a multi-actor context. Both the seller and the deliverer can take the initiative to repair the service, which raises many questions: Does the identity of the repairing firm influence customer satisfaction? Do the benefits of recovery apply to both the deliverer and the seller? Does effective handling by one party have a spillover effect on the other? A scenario-based survey (315 respondents) shows the prevalence of the level of effort made to restore the relationship with the customer, but it also reveals the customer's sensitivity to the repairing firm's identity and calls for collaborative reflection on how to handle delivery failures. This has managerial implications for both the seller and the deliverer, individually and jointly.

Keywords: "delivery"; "e-commerce"; "multi-actor approach"; service recovery (search for similar items in EconPapers)
Date: 2026-01-01
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Published in Revue Française de Gestion, 2026, 327 (1), pp.169-191. ⟨10.1684/rfg.2026.127⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05656988

DOI: 10.1684/rfg.2026.127

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