212 pp. 212-233 Acheter sur Internet et apres ? I preuves Iogistiques et relations de service dans les mediations marchandes electroniques Emmanuel KESSOUS* R6sum~ La logistique est l'dpreuve de rdalitd d' une transaction en ligne. En ce sens, la livraison constitue le point d'achoppement de la relation de service sur Internet. C' est par les condi- tions clans laquelle la livraison s'effectue que l'internaute portera un jugement positif ou ndgatif sur la qualitd du service. L'article ddveloppe cette idde ?t partir d' exemples de ter- rain issus de deux types de biens : les produits de haute technologie (high tech) et les den- rdes alimentaires. Les premiers serviront ?t illustrer un modble orientd vers le marchd, les seconds un modble industriel. La seconde partie de l' article est consacrde au ddploiement de ces modkles en plusieurs ensemble d'dpreuves attribuant des qualitds ?~ la prestation logistique. Ces dpreuves affectent les modes d'accbs aux clients, la politique d'approvision- nement et enfin l'organisation des entrepOts de stockage et de fabrication de colis. Mots ci6s : Commerce 61ectronique, Distribution commerciale, Bien consommation, Logistique, Socio6cono- mie, Qualit6 service, Transport.. SHOPPING ON THE INTERNET AND THEN WHAT? THE TESTS OF LOGISTICS AND SERVICE RELATIONS IN ELECTRONIC COMMERCIAL INTERACTIONS Abstract 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 custo- mers, with companies' stocking policies and, last but not least, with the organization of warehouses and the packaging of goods. Keys words: Electronic trade, Trade distribution, Consumer goods, Logistics, Socioeconomics, Quality of ser- vice, Transport * France T616com R&D - Laboratoire UCE - 38-40, rue du g6n6ral Leclerc 92794 Issy-les-Moulineaux cedex 9 France. Email : emmauuel.kessous@rd.francetelecom.com. ANN. TI~Lt~COMMUN., 58, n ° 1-2, 2003 1/22