Facteurs-clés de succès des cybermarchés : les enseignements du cas Tesco.com

Colla, Enrico; Lapoule, Paul

doi:10.7193/dm.061.35.45

Cited by 23 publications

(10 citation statements)

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“…Whatever the click and collect system, this new channel allows networks to raise the last mile issues resulting from urban goods movement in comparison to traditional e-grocer. (Colla and Lapoule, 2011;Durand and Gonzales-Féliu, 2012;Hübner et al, 2016;Picot Coupey et al, 2009;Punakivi et al, 2001). Durand and Gonzales-Féliu (2012) have proved that only under certain specific conditions, such as the urban delivery problem, the urban delivery problem can be solved.…”

Section: Click and Collect And Retailer Logistics: Development Of Three Modelsmentioning

confidence: 99%

“…Functional benefits have already emerged from click and collect by relieving the consumer purchasing constraints (time pressure, for instance; Colla and Lapoule, 2011;Mevel and Morvan, 2015). Through these functional benefits, consumers loyal to the hypermarket perceive the click and collect as an additional service (Douard et al, 2015).…”

Section: Click and Collect And Retailer Logistics: Development Of Three Modelsmentioning

confidence: 99%

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Measuring customers benefits of click and collect

Jara¹,

Vyt

Mevel³

et al. 2018

JSM

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Measuring customers benefits of click and collectPurpose -Click and collect (or grocery pickup) represents a growing part of the channel strategy of traditional off-line retailers. The objective is to understand how customers develop their perceptions towards this new channel. In other words, what are the key factors explaining the long-term value creation for each "click and collect" system depending on consumers' profiles?Design/Methodology/Approach -Based on a quantitative survey of 479 respondents, this research uses confirmatory analyses based on the PLS path modeling.Findings -Based on the structural model, the customers' relations, the website, the pickup station are the most important factors creating value for customers whatever the Internet grocery shopping model. The global conceptual model has been implemented under many variations to test the age effect and the kind of click and collect model. It is made evidence that customers' benefits vary regarding the kind of click and collect model and the age of customers. Research limitations/implications-This research allows a better understanding of the performance of the click and collect system by looking at the key factors that maximize the customers' value and those that decrease it. Results show precisely variations of those factors according to the customer's profile and the click and collect model. Originality/value -This quantitative paper studies customer behaviors towards their usual retailer and their relationship with him. To do so, segmented approaches of the causal model are retained to provide specific recommendations.The model is validated because statistical indicators exceed the recommended threshold (Chin, 1998;Fornell and Larcker, 1981;Tenenhaus et al., 2005). The causal model is expressed as follows (Table 8).-Insert Table 8 about here- Key factors of click and collectAs shown in Table 8, it appears that:Re-purchases = 0.234 relation + 0.207 website + 0.201 pickup station + 0.153 service and marketing policy + 0.103 orders + 0.016 functional benefitThe model shows the created value meaning the key success factors of click and collect, in order of importance:1) The customers' relation forms 23.4% of customer value (related to relational benefit);2) The website explains 20.7% of the customer perceived value (related to experiential benefit);3) The pickup station contributes to 20.1% of the customer perceived value (related to experiential benefit);4) The service and the marketing policy explain 15.3% of the created value (related to experiential benefit);5) The attributes related to orders contribute to 10.3% of created value (related to experiential benefit);6) The functional benefit explains 1.6% of created value.

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Section: Click and Collect And Retailer Logistics: Development Of Three Modelsmentioning

confidence: 99%

Section: Click and Collect And Retailer Logistics: Development Of Three Modelsmentioning

confidence: 99%

Measuring customers benefits of click and collect

Jara¹,

Vyt

Mevel³

et al. 2018

JSM

View full text Add to dashboard Cite

show abstract

“…Conversely, researchers may decide to use their research to develop case studies for teaching purposes. For example, scholars have used pedagogical case studies dealing with subjects as diverse as the launch of a new product (Mayrhofer and Roederer, 2009) or multi-channel strategies (Colla and Lapoule, 2011) to develop theories and publish research articles. These various research projects demonstrate that the case study method can be used to enable teacher-researchers to link teaching and research.…”

Section: Research Objectivesmentioning

confidence: 99%

The case study method: exploring the link between teaching and research

Lapoule

Lynch

2018

Journal of Higher Education Policy and Management

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“…Il est important de souligner que trois modèles dominants de service au volant coexistent et différent selon la stratégie envisagée par le distributeur : le Drive déporté ou isolé (Drive pure player), le Drive accolé ainsi que le service Drive en picking. Cependant, quelle que soit la complexité de la formule de service mise en oeuvre, ce nouveau canal de distribution permet aux réseaux logistiques de lever le problème du dernier kilomètre (Colla et Lapoule, 2011 ;Picot et alii, 2009 ;Punakivi et alii., 2001) tout en permettant un redéploiement et une simplification de la couverture territoriale au sein d'une même zone de chalandise. Enfin, elle répond aux exigences actuelles du shopper : se libérer des achats corvée en magasin physique (Colla, et Lapoule, 2015 ;Huré et Cliquet, 2011) sous contrainte de disponibilité des produits tout en optimisant la gestion de son temps d'achat.…”

Section: Introductionunclassified

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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Facteurs-clés de succès des cybermarchés : les enseignements du cas Tesco.com

Cited by 23 publications

References 0 publications

Measuring customers benefits of click and collect

Measuring customers benefits of click and collect

The case study method: exploring the link between teaching and research

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

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