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Is the click and collect model the future of food retailers? An analysis of consumer behaviour and expectations in terms of marketing and logistics service rates
[Les drive : l’avenir de la grande distribution alimentaire ? Une analyse en termes de valeur perçue du parcours client et du mix marketing/logistique]

Author

Listed:
  • Olivier Mevel

    (UBO UFR DSE - Université de Bretagne Occidentale - UFR Droit et sciences économiques - UBO - Université de Brest, LEGO - Laboratoire d'Economie et de Gestion de l'Ouest - UBS - Université de Bretagne Sud - UBO - Université de Brest - IMT - Institut Mines-Télécom [Paris] - IBSHS - Institut Brestois des Sciences de l'Homme et de la Société - UBO - Université de Brest - UBL - Université Bretagne Loire - IMT Atlantique - IMT Atlantique - IMT - Institut Mines-Télécom [Paris])

  • Thierry Morvan

    (CREM - Centre de recherche en économie et management - UNICAEN - Université de Caen Normandie - NU - Normandie Université - UR - Université de Rennes - CNRS - Centre National de la Recherche Scientifique)

  • Nélida Morvan

    (UR - Université de Rennes)

Abstract

This paper aims to study drive-in users' satisfaction and expectations concerning a new service formula that comes as a complement to existing services (hypermarkets, supermarkets). We sought to determine the elements of differentiation likely to trigger the emergence of new priorities for retailers who wish to modify the click-and-collect model. We conducted an empirical survey on a sample of 1078 individuals in Brittany and in the "Loire Atlantique" region. Our work identifies the following areas for improvement, as sources of differentiation: the design of the brand's website, the information sent to the user, the range of products on offer and the complementary customised solutions for users.

Suggested Citation

  • Olivier Mevel & Thierry Morvan & Nélida Morvan, 2021. "Is the click and collect model the future of food retailers? An analysis of consumer behaviour and expectations in terms of marketing and logistics service rates [Les drive : l’avenir de la grande ," Post-Print hal-03269554, HAL.
    • Handle: RePEc:hal:journl:hal-03269554
    DOI: 10.1080/12507970.2021.1885315
    Note: View the original document on HAL open archive server: https://univ-rennes.hal.science/hal-03269554
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    More about this item

    Keywords

    Food retail; click and collect; Marketing mix/logistics mix; Distribution alimentaire; drive; mix marketing/mix logistique;
    All these keywords.

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