French consumers' perceptions of the unattended delivery model for e-grocery retailing

Purpose -The objective of this piece of qualitative research is to identify the key success factors (KSFs) of the grocery "click and drive" (or drive or drive-in) model developed by French grocery retail companies and to understand the basis of their competitive advantages. Design/methodology/approach -The authors compare the conclusions of a review of the literature with an analysis of the various grocery drive-in approaches developed in France. These approaches are studied by applying a multi-method qualitative perspective comprising semi-structured interviews with managers and e-consumer focus groups.Findings -The research confirms -with the exception of the quality of customer reception, which is particularly valued by managers and consumers -the main key success factors identified in the literature, and reveals a real consensus among the main operators on those KSFs and on the nature of the kind of core competences required in order to obtain competitive advantages.Research limitations/implications -The comparison of the real profitability of "drive-in" sales outlets and a more precise evaluation of the advantages of an integrated multi-channel approach would provide more accurate results. Moreover, the authors have limited this study to an analysis of the French experience. The research implies that French grocery retailers should develop, along with a more differentiated logistical system, an improved approach to customer relations marketing. Moreover, it implies that "click and drive" outlets enable traditional grocery retailers to sharpen their competitive edge. Originality/value -This article provides an original analytical approach to the identification of the critical success factors of large grocery retailers developing drive-in services. In answering this research question, the study should also help large grocery retailers to achieve their development objectives and counter the stagnation of traditional retail formats, especially the hypermarket.

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“…Home delivery is also suitable for speciality goods, purchased in smaller baskets (Goethals et al, 2012).…”

Section: Source: Authorsmentioning

confidence: 99%

E‐commerce: exploring the critical success factors

Colla

Lapoule²

2012

International Journal of Retail &Amp; Distribution Management

112

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“…Retailer savings come from three different sources: the chance to offer products with a higher margin, the ability to provide service with a wider geographic scope, and the possibility of obtaining a better return on distribution centers and stock management [68][69][70][71]. Nevertheless, online retailing and home deliveries also give rise to costs that customers are often unwilling to bear [72]. Table 2 summarizes all these aspects:…”

Section: Economic Impactmentioning

confidence: 99%

The Impact of E-Commerce-Related Last-Mile Logistics on Cities: A Systematic Literature Review

2020

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E-commerce-related last-mile logistics have a great impact on cities. Recent years have seen sustained growth in e-commerce in most developed countries, a trend that has only been reinforced by the COVID-19 pandemic. The perceived impact of this phenomenon varies depending upon the perspective of the players involved: individual members of the public, companies, or the public administrations. Tackling the issue from these perspectives, the goal of this article is to explore the kinds of impact this phenomenon has and will have. We use as the basis for their classification the so-called triple bottom line (TBL) of sustainability, encompassing people, planet, and profit; we complement this with the impact classification used by the European Science Foundation’s impact assessment working group. After performing a systematic review of the literature following PRISMA guidelines, our results show that, albeit to different degrees, the four impact dimensions analyzed (economic, social, environmental, and technological) have only received incipient coverage in the existing literature. Given its ever-growing importance, we believe that greater attention needs to be paid to this phenomenon, especially with regard to those aspects having the greatest impact upon urban systems and the different stakeholders involved. Only in this way can the public policies needed to mitigate these externalities be properly implemented.

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“…For customers, their choice of all these alternatives comes from personalized demand on delivery service based on their consideration of various situational factors, such as location, security, reliability, time flexibility, speed, price, and function [41][42][43][44][45], which may differ with individual characteristics, such as shopping frequency, living conditions, working status, optimism, and innovation, according to previous research [46][47][48][49]. Some studies found that customers with regular work tend to receive parcels at the workplace or use CDPs near home, while the unemployed, freelancers, and retired individuals have more free time for pick-up or home delivery [50].…”

Section: Introductionmentioning

confidence: 99%

Measuring Spatial Accessibility to Pick-Up Service Considering Differentiated Supply and Demand: A Case in Hangzhou, China

et al. 2019

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In recent years, customer pick-up at collection and delivery points has become a popular alternative to traditional home delivery, which is under great pressure. However, current service of pick-up facilities has seldom been geographically evaluated despite its general uneven distribution and diverse needs. In this paper, in order to interpret the differentiation in customers’ service demands toward reception alternatives and in facilities’ service excludability in different built environments, a two-step floating catchment area (2SFCA) method is improved to measure customers’ spatial accessibility to pick-up facilities, providing a methodology to evaluate the match relation between the differentiated supply and demand of pick-up service. A case study of widespread automated parcel stations (APSs) is conducted in Hangzhou, China and correlative factors to residents’ accessibility are discussed. From the results, residents’ accessibility to pick-up service shows significant spatial unevenness and social inequity in the study area, which is found to correlate most to residences’ maintenance management. As well-managed, gated communities generally hold effective access to exclusive services, most open communities and self-built, single houses are in need of improvement due to inadequate service stemming from a high aging rate, lack of property management, and low service availability of nonexclusive facilities in open areas.

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French consumers' perceptions of the unattended delivery model for e-grocery retailing

Cited by 57 publications

References 44 publications

E‐commerce: exploring the critical success factors

E‐commerce: exploring the critical success factors

The Impact of E-Commerce-Related Last-Mile Logistics on Cities: A Systematic Literature Review

Measuring Spatial Accessibility to Pick-Up Service Considering Differentiated Supply and Demand: A Case in Hangzhou, China

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