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PurposeRetail store loyalty is essential to the survival and success of a retailer. The intangible benefits provided by the social exchange in-store influence the way consumers consider their relationships with the retailer. However, its relationships with social proximity and cultural factors are not clear. Therefore, this article investigates the effects of specific cultural dimensions on loyalty behaviour, as well as the mediating role of social proximity on the relationship investigated.Design/methodology/approachThis research is based on an empirical investigation undertaken in Thailand with a sample of 636 respondents. Two retail chains were investigated (Big C and Tesco). Structural equation modelling was used to test the research model and a series of research hypotheses.FindingsThe results reveal that uncertainty avoidance and long-term orientation have positive direct effects on loyalty, while collectivism does not. Furthermore, social proximity significantly mediates the effects of collectivism and long-term orientation on customer loyalty. These findings show that Thailand is a specific emerging market in which retail chains should adapt their loyalty programme accordingly.Practical implicationsThe cultural differences could be used for segmentation strategy for retailers to engage customers in a relationship with the hypermarket. Social proximity is an efficient lever to build loyalty in Thailand. In addition, retailers could utilise certainty and steadiness message as a way to build shopper loyalty.Originality/valueThis research underlines the social, human dimension that consumers seek, which is opposed to the online purchase. Specifically, this study highlights the mediating role of social proximity between the relationship of cultural variables and loyalty in the retail context. Additionally, this research displays the direct and positive effects of culture on retail loyalty. That is, this paper enhances how culture and shopper-retail staff interaction can be managed to achieve store loyalty.

Purpose The purpose of this paper is to focus on consumers’ behaviours in a new trend of grocery retailing, called the drive-through format. It investigates the influence of logistics service quality and product quality (freshness of the product and the product in general) on consumers’ reactions (satisfaction, average basket expenditure and shopping frequency) through the mediation of satisfaction. This work also examines whether convenience moderates the relation between perceived quality and consumer satisfaction. Design/methodology/approach This study tests these relationships with both path and structural models using a data set of grocery drive-throughs in France, gathered during 2015–2016. To confirm the validity of each construct, this paper has based and purified variables using various scales established in previous studies by conducting exploratory and confirmatory analysis. Findings Logistics service quality and perceived product are effective drivers of consumer satisfaction. As well, the results reveal a positive relationship between quality perceptions and behaviour (average basket expenditure and shopping frequency) through the mediating function of consumer (overall) satisfaction. Thus, the findings indicate that the positive effects of the interaction terms between convenience and both the perceived quality of service and the perceived quality of fresh products on satisfaction can lead to a higher purchase incidence in drive-throughs. However, the degree of consumer convenience does not alter the influence of product quality in general with regard to the formation of satisfaction in connection with drive-throughs. Originality/value Despite the growth of the drive-through format, few studies have investigated customer satisfaction within grocery retailing, nor its consequences and drivers, especially logistics service quality.

International audience; The notion of sustainable innovation (SI) emerged recently in the academic literature and evokes deep changes in organizations’ products, processes, and practices to favour the creation of social and environmental value in addition to economic returns. The development of SI implies a collaborative process that requires the orchestration of several actors and streams of knowledge to be successful. Indeed, companies adopting the SI path need structured methodologies to guide the collaboration process with internal and external actors and support the decision process. Nevertheless, the literature has focused on the analysis of determinants and drivers of sustainable innovation development, while the process perspective has been discussed less. Through an in-depth case study in a large-sized company in France, this article proposes a methodological framework to guide the collaborative process in the early phases of sustainable innovation development. The framework relies on a combination of qualitative research and a multicriteria decision aiding method (AHP). The contributions of this work address two main aspects: (i) the conceptualization of sustainable innovation (SI) and (ii) the collaborative process between internal and external actors to develop SI. Firstly, our study leads to two additional dimensions to complete the concept of SI, traditionally based on the three pillars of sustainability (economic, environmental, and social), by adding the functional and relational dimensions. Secondly, concerning the collaborative process to develop SI, our framework proposes a structured methodology following five steps: definition of the project scope, setting actors’ motivations, defining satisfaction criteria, proposing SI solutions, and performing a decision-aiding process to define the preference profiles of the key actors.

Cette recherche a pour objectif de tester l’impact du prix et de ses variations sur le choix des marques discount en comparaison aux marques concurrentes dans différentes situations macroéconomiques. Basés sur l’analyse de données de panel d’une enseigne soft discount, les résultats indiquent que les consommateurs achètent davantage les marques nationales ou de distributeurs (MDD) entrée de gamme lorsque le prix relatif des marques discount est élevé. Cependant, ils choisissent les marques discount si la variation des prix des marques est élevée ou lorsque la situation macro-économique se détériore.

International audience; An adequate design of PSS-oriented business models (PSS BM) should illustrate the link between the strategic objectives of the stakeholders andthe operational development of the oer. The literature on PSS explains the content of a business model mostly from the provider’s perspectivewith a clear operational positioning. This paper considers the strategic positioning of stakeholders in the early stage of the process of valueco-creation. More precisely, this paper aims at providing a comprehensive conceptual model that integrates both strategic and operationalperspectives of a business model, which is considered here as a system of value co-creation. A system modelling approach, by coupling twomodelling methodologies, is proposed. Goal Modelling (GM) is used for the strategic perspective, and the Model-Based System Engineering(MBSE) for the operational one. GM allows modelling high-level objectives that stakeholders expect from a given system, Whereas MBSEsupports formal modelling of the engineering process. Combining both modelling frameworks makes it possible to visualize the entire systemfrom strategic and operational perspectives as a unique socio-technical system. The aim of this work is to support the value co-creation processin the early stages of PSS design through the visualization of its key elements (e.g., actors, goals, PSS oers, activities, among others). Theimplementation of the modelling framework is illustrated through a real example of a french company with respect to the provision of safetyclothing for its employees.

Dans sa dimension la plus aboutie, l’innovation collaborative est une démarche d’innovation ouverte. Elle vise à impliquer diverses parties prenantes à la création de valeur dès la conception. C’est un processus particulier de participation extraordinaire, d’apprentissage de nouvelles pratiques et d’ajustement encore peu observé. Le processus d’innovation collaborative adopté par une banque mutualiste apporte ici un éclairage sur la manière dont il se met en œuvre, les mutations auxquelles il donne lieu, la plasticité et l’agilité nécessaires à son succès.

National audience; This paper intends to show how executives of social integration associations run tensions –organizing, performance, belonging and learning – through the integration of both dimensions – social and economic – with the aim of implementing equilibrium of tensions. Based on two case studies of French work integration social associations (mental health disabled people, single and unemployed women), our results show both organizations similarly give positively internal feedbacks to make coexist the two salient tensions (performing and organizing). However, even if the two other tensions (belonging and learning) are still latent, we point out how much they could emerge as salient and then should be considered.; L’objectif de cet article est de montrer comment les dirigeants d’organisations d’insertion sociale gèrent les tensions qui portent sur la performance (performing), l’organisation interne (organizing), l’identité (belonging) et la stratégie (learning), en recherchant à maintenir un équilibre entre les deux dimensions, sociale et commerciale. Sur la base de l’étude de deux cas constitués par des associations d’insertion par le travail (personnes handicapées mentales et femmes isolées et éloignées de l’emploi), les résultats montrent que ces organisations apportent des réponses communes, en interne, favorables à la coexistence des deux tensions saillantes (performing et organizing) alors que les deux autres tensions (belonging et learning), qui sont encore latentes, pourraient émerger comme saillantes et ne doivent donc pas être négligées.

Part 3: Product-Service Systems Customer-Driven Innovation and Value Co-creation; International audience; Industry is facing a deep transformation of the modes of production and consumption, resulting in a shift from product-centric practices towards sustainable and customer-oriented ones. In this context, Product-Service Systems (PSS) exhibit the potential for innovative and customer oriented value propositions. To take full advantage of PSS, it is essential to design suitable business models enabling an alignment of the processes, products and services to customer needs. Innovation Management is an important literature stream contributing to understand the business model transformation by differentiating between two main approaches of innovation: technology-push and demand-pull. Until now, little attention has been put in the demand-pull approach for business model innovation. The central question this paper addresses is: How does the demand-pull approach for the design of a PSS value proposition affects the whole business model of a company? To answer this question a literature review is a carried out, and then a research-intervention methodology is applied to a real case.

This research investigates the influence that consumers’ perceptions of retail business ethics have on their responses (trust and loyalty) when retailers either create social discount spaces (integrated or collaborative) or do not. Using scenarios to imply these social practices and structural equation modeling to test the hypotheses among a sample of 689 respondents, the authors find that consumers’ perceptions of retail business ethics have positive effects on consumer loyalty, both directly and through consumer trust, as well as positive, strong influences on the retailer’s corporate social responsibility and corporate reputation. Furthermore, consumers’ perceptions of retail business ethics exert a stronger effect on consumer trust in integrated social discount spaces, though social discount practices do not affect the link between such perceptions and loyalty. Compared with when the retailer does not offer discount space, collaborative and integrated social discount spaces have weaker effects on trust and loyalty to the retailer. These findings have several notable theoretical and practical implications

International audience; Industry is facing a deep transformation in production and consumption modes, moving towards sustainable and customer-oriented practices. In this context, Product-Service Systems (PSS) provide innovative business models that can create a higher value compared to traditional product-centric approaches. Fostering the transformation of the manufacturing industry towards PSS requires a holistic approach spanning over business model definition and transformation. During the last two decades, the research about business models has been generally focused on the economic and governance issues of the internal value chain. Only little literature has explained the business model as a dynamic system, which encompasses the value creation throughout the entire lifecycle of the offer. In this paper, we investigate and discuss the contribution of lifecycle thinking to the business model approach for PSS. This paper presents a systematic literature review of peer-reviewed journals and indexed conference papers in order to get a large scope of analysis. 33 papers between 2010 and 2017 were analysed. As a result, we propose a conceptual framework for designing business models for PSS offers with a lifecycle perspective illustrated by an example inspired by a real case company.

Si le prix de reference est un critere pertinent pour le consommateur quand l'environnement est stable, d'autres variables sont a prendre en compte dans le cas d'un environnement instable. Nous montrons que, dans le cas de la crise des carburants de l'automne 2010 en France, l'intention de fidelite des clients a leur pompiste etait expliquee, non pas par l'ecart entre le prix effectif et le prix de reference interne, mais par la legitimite de la hausse du prix et son evolution par rapport aux concurrents. En consequence, nous proposons que les managers peuvent augmenter leurs prix en suivant la tendance globale du marche en periode de crise a la condition d'expliquer qu'ils subissent la crise.

International audience; Ce papier traite des freins à l’adoption d’une offre produit/service et s’appuie sur un cas d’étude développé dans le domaine hospitalier. En transformant les modèles économiques, ces nouvelles offres sont développées pour apporter une valeur durable, multidimensionnelle et multi parties prenantes. Mais malgré les avantages de la proposition de valeur qu’elles développent, leur adoption par le marché business to business reste encore limitée. À partir des trois principaux freins développés dans la littérature, celui lié au fournisseur, celui lié au client et celui lié à l’écosystème, cet article propose une analyse d’une offre produit/service développée pour le milieu hospitalier et évalue les raisons de son échec. Sur cette base, des propositions permettant de comprendre le rôle des acheteurs face à ces nouvelles offres et d’accélérer cette transition industrielle sont élaborées.This paper deals with the adoption of disruptive innovations based on product service systems (PSS). PSS are designed to deliver a sustainable value, not limited to its economic dimension, but which encompasses environmental and social aspects. Moreover, this value is shared by a wide range of stakeholders, so these solutions provide virtuous answers to the needs and concerns of society. But despite the potential benefits and drivers of PSS their diffusion is still limited, and this paper examines the barriers to their market adoption. Barriers are related (1) to the provider of the PSS and its supply chain, (2) to the customer and (3) to the ecosystem. Based on a case study in the medical sector, the findings of this paper point to the implications of divergent stakeholders and call for a greater in-house collaboration to change the customer organisation mindset. Based on this example, some challenges for the purchasing department are analysed to accelerate the transition to servicization.