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Courses connectées : un cas de destruction ou de création de valeur pour les clients et les distributeurs

Author

Listed:
  • Catherine Lapassouse-Madrid

    (IUT Bordeaux Montesquieu)

  • Mariana Vlad

Abstract

Connected shopping: a case of value creation or destruction for customers and retailers? This article analyses the perceived value of digital tools implemented in food chains from both the consumer and retailer points of view. The global value approach is mobilized. The qualitative consumer research reveals not just the utilitarian, cognitive and self-expression benefits but also the non-monetary sacrifices linked to the features, convenience, self-expression and social responsibility. This research sensitizes retailers to the sources of value destruction and their negative impact on customer satisfaction and suggests ways to identify the features of digital tools to be integrated first.

Suggested Citation

  • Catherine Lapassouse-Madrid & Mariana Vlad, 2017. "Courses connectées : un cas de destruction ou de création de valeur pour les clients et les distributeurs," Post-Print hal-02308578, HAL.
    • Handle: RePEc:hal:journl:hal-02308578
    DOI: 10.7193/DM.084.43.59
    as

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