Acheter sur Internet et apres? Epreuves logistiques et relations de service dans les mediations marchandes electroniques

摘要

Logistics are the ultimate test for successful online transactions. The delivery of goods is key to services on the Internet. Depending on the conditions of delivery and the way they are implemented, a surfer will make a positive or a negative assessment on the quality of service of a company. The article demonstrates this idea, amid examples from two types of goods: high tech products and food items. The first category of goods follows a market-oriented model whereas the second category of goods follows an industrial model. The second part of the article is dedicated to analyzing the deployment of these models through a series of tests aimed at determining the quality of logistics. These tests deal with modes of access to customers, with companies' stocking policies and, last but not least, with the organization of warehouses and the packaging of goods.