The impact of convenience in a click and collect retail setting: A consumer-based approach
| Autor: | Dany Vyt, Magali Jara, Olivier Mevel, Thierry Morvan, Nélida Morvan |
|---|---|
| Přispěvatelé: | Institut de Gestion de Rennes - Institut d'Administration des Entreprises - Rennes (IGR-IAE Rennes), Université de Rennes (UR), Centre de recherche en économie et management (CREM), Université de Caen Normandie (UNICAEN), Normandie Université (NU)-Normandie Université (NU)-Université de Rennes (UR)-Centre National de la Recherche Scientifique (CNRS), Laboratoire d'économie et de management de Nantes Atlantique (LEMNA), IMT Atlantique (IMT Atlantique), Institut Mines-Télécom [Paris] (IMT)-Institut Mines-Télécom [Paris] (IMT)-Nantes Université - Institut d'Administration des Entreprises - Nantes (Nantes Univ - IAE Nantes), Nantes Université - pôle Sociétés, Nantes Université (Nantes Univ)-Nantes Université (Nantes Univ)-Nantes Université - pôle Sociétés, Nantes Université (Nantes Univ)-Nantes Université (Nantes Univ)-FR 3473 Institut universitaire Mer et Littoral (IUML), Le Mans Université (UM)-Université d'Angers (UA)-Université de Bretagne Sud (UBS)-Institut Français de Recherche pour l'Exploitation de la Mer (IFREMER)-Centre National de la Recherche Scientifique (CNRS)-Nantes Université - pôle Sciences et technologie, Nantes Université (Nantes Univ)-Nantes Université (Nantes Univ)-École Centrale de Nantes (Nantes Univ - ECN), Nantes Université (Nantes Univ)-Le Mans Université (UM)-Université d'Angers (UA)-Université de Bretagne Sud (UBS)-Institut Français de Recherche pour l'Exploitation de la Mer (IFREMER)-Centre National de la Recherche Scientifique (CNRS)-Nantes Université - pôle Sciences et technologie, Nantes Université (Nantes Univ)-École Centrale de Nantes (Nantes Univ - ECN), Nantes Université (Nantes Univ), Laboratoire Information, Coordination, Incitations (ICI), Université européenne de Bretagne - European University of Brittany (UEB)-Université de Brest (UBO)-Télécom Bretagne-Institut Mines-Télécom [Paris] (IMT)-Institut Brestois des Sciences de l'Homme et de la Société (IBSHS), Université de Brest (UBO)-Université de Brest (UBO) |
| Jazyk: | angličtina |
| Rok vydání: | 2022 |
| Předmět: |
JEL: M - Business Administration and Business Economics • Marketing • Accounting • Personnel Economics/M.M3 - Marketing and Advertising
Economics and Econometrics [SHS.STAT]Humanities and Social Sciences/Methods and statistics [SHS.GESTION]Humanities and Social Sciences/Business administration Management Science and Operations Research General Business Management and Accounting JEL: M - Business Administration and Business Economics • Marketing • Accounting • Personnel Economics/M.M1 - Business Administration Industrial and Manufacturing Engineering ComputingMilieux_MISCELLANEOUS |
| Zdroj: | International Journal of Production Economics International Journal of Production Economics, 2022, 248, pp.108491. ⟨10.1016/j.ijpe.2022.108491⟩ |
| ISSN: | 0925-5273 |
| DOI: | 10.1016/j.ijpe.2022.108491⟩ |
| Popis: | International audience; While click and collect (C&C) is a growing omni-channel grocery shopping model spreading out in Europe and in the US, little attention has been paid to the design of convenience measure in this setting is under researched. In particular the role of the digital feature and its impact on consumer response. We explore the impact of C&C on consumer response through the customer's perception, from his digital to his physical trip. This paper studies customers' behaviors toward their usual retailer and their relationship with them toward the theory of services and more precisely the Service dominant logic (S-D-L). Cconsumers response is analyzed through the prism of convenience, especially by transposing usual measures: access, functional, process, relational to the C&C setting and providing a new one: digital convenience. The conceptual model has been tested empirically on a sample of 1078 consumers and responses are analyzed and decomposed by using Path-PLS structural equation modeling. Our evidence also suggests, that in a whole, each feature of convenience positively influence consumer response with different intensity levels. These findings provide specific recommendations for each C&C system. Thus, functional convenience has the strongest contribution of the model and explains 31.4% of customer response. Further segmented approaches of the causal model prove that fulfillment of C&C has a moderating effect on the relationship between convenience and consumer response. Access convenience remains a prerequisite for C&C in a whole, but somewhat surprisingly our results make evidence that it has a negative impact in a drive-in system. We show that digital convenience is clearly discriminant according the type of C&C. |
| Databáze: | OpenAIRE |
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