Des distributeurs toujours plus proches du consommateur ? Le cas du drive alimentaire

Résumé En Fr

This quantitative research focuses on the food " click and collect " buyers and their loyalty towards their retailer. User loyalty will be analyzed through the prism of the access, functional and relational proximity. The results confirm that the " click and collect " has intended to consolidate the service relationship established by the retailer with the customer. He actually perceives the " click and collect " as an additional service and is loyal to his retailer.

Cette recherche quantitative s'intéresse aux acheteurs de drive alimentaire et spécifiquement à leur fidélité à l'enseigne. Leurs comportements de fidélité seront analysés par le prisme de la proximité d'accès, fonctionnelle et relationnelle. Les résultats confirment que le drive a bien pour vocation de consolider la relation de service établie par l'enseigne avec le client. Ce dernier perçoit le drive comme un service complémentaire et a tendance à rester plutôt fidèle à son enseigne. This quantitative research focuses on the food " click and collect " buyers and their loyalty towards their retailer. User loyalty will be analyzed through the prism of the access, functional and relational proximity. The results confirm that the " click and collect " has intended to consolidate the service relationship established by the retailer with the customer. He actually perceives the " click and collect " as an additional service and is loyal to his retailer.