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

Mevel, Olivier; Morvan, Thierry; Vyt, Dany; Morvan, Nélida

doi:10.1080/12507970.2016.1216340

Cited by 6 publications

(1 citation statement)

References 18 publications

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“…Our results add furthermore that the positive effects of the interaction terms between convenience and both the PQFP and the perceived quality of logistics service on satisfaction can lead to higher purchase incidence in drive-throughs. These results are in contrast with that of Mevel et al (2016), who showed, for example, that the quality of service was one of the weaknesses of the drive-through industry. Consequently, our research points out the complexity for retailers in transforming their business models are based on offline channels (mainly hypermarkets) by offering new formats, which bring contributions to society.…”

Section: Discussioncontrasting

confidence: 93%

How logistics service quality and product quality matter in the retailer–customer relationship of food drive-throughs

Kaswengi

Lambey-Checchin

2019

IJPDLM

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Purpose The purpose of this paper is to focus on consumers’ behaviours in a new trend of grocery retailing, called the drive-through format. It investigates the influence of logistics service quality and product quality (freshness of the product and the product in general) on consumers’ reactions (satisfaction, average basket expenditure and shopping frequency) through the mediation of satisfaction. This work also examines whether convenience moderates the relation between perceived quality and consumer satisfaction. Design/methodology/approach This study tests these relationships with both path and structural models using a data set of grocery drive-throughs in France, gathered during 2015–2016. To confirm the validity of each construct, this paper has based and purified variables using various scales established in previous studies by conducting exploratory and confirmatory analysis. Findings Logistics service quality and perceived product are effective drivers of consumer satisfaction. As well, the results reveal a positive relationship between quality perceptions and behaviour (average basket expenditure and shopping frequency) through the mediating function of consumer (overall) satisfaction. Thus, the findings indicate that the positive effects of the interaction terms between convenience and both the perceived quality of service and the perceived quality of fresh products on satisfaction can lead to a higher purchase incidence in drive-throughs. However, the degree of consumer convenience does not alter the influence of product quality in general with regard to the formation of satisfaction in connection with drive-throughs. Originality/value Despite the growth of the drive-through format, few studies have investigated customer satisfaction within grocery retailing, nor its consequences and drivers, especially logistics service quality.

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Section: Discussioncontrasting

confidence: 93%

How logistics service quality and product quality matter in the retailer–customer relationship of food drive-throughs

Kaswengi

Lambey-Checchin

2019

IJPDLM

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Le Drive, service complémentaire ou cannibalisation de l’offre des services des GMS : une analyse par le mix marketing et le mix logistique

Mevel¹,

Morvan

et al. 2017

Logistique & Management

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L'objectif de cet article est d'étudier l'impact d'une nouvelle formule de service, le Drive, auprès du consommateur. Plus précisément, nous avons souhaité déterminer les variables créatrices de valeur permettant de prédire le comportement de recommandation du client. Nous avons mené une enquête empirique auprès d'un territoire spécifique : la Bretagne. Au regard des résultats, nous remarquons en particulier l'importance de la satisfaction du point de retrait comme facteur clé de succès Mots clés : Drive, boucle de service, mix-marketing/mix-logistique, frontière coût/service Drive-in service, a complimentary service or a cannibalization of retailers' service offering. An analysis from the marketing mix and from the logistics mix Summary: This article aims to study drive-in users' experiences. It focuses on identifying key variables. These variables generate values which enable the prediction of the customer's recommendation behavior. We have carried out an empirical study in Brittany. Considering the results, we note the importance of the point of withdrawal satisfaction rate as a key factor of success.

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Lesdrive: l’avenir de la grande distribution alimentaire ? Une analyse en termes de valeur perçue du parcours client et du mix marketing/logistique

Mevel

Morvan

2021

Logistique & Management

Self Cite

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

Cited by 6 publications

References 18 publications

How logistics service quality and product quality matter in the retailer–customer relationship of food drive-throughs

How logistics service quality and product quality matter in the retailer–customer relationship of food drive-throughs

Le Drive, service complémentaire ou cannibalisation de l’offre des services des GMS : une analyse par le mix marketing et le mix logistique

Lesdrive: l’avenir de la grande distribution alimentaire ? Une analyse en termes de valeur perçue du parcours client et du mix marketing/logistique

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