Identificação, descrição e análise dos processos de implementação de uma Dark Store

Abstract

Intensified by the SARS COV 2 pandemic, which started in 2019, the delivery market soared in the world, leveraged by developed countries and Brazil followed the same trend. The population experienced a sporadic habit of ordering meals to be delivered to their homes, a comfortable pleasure in uncertain and difficult times. In this context, the work aims to identify, describe and analyze the implementation processes of a Dark Store, through a delivery marketplace in Santa Maria - RS. This work presents a current vision with the objective of promoting new business and reporting the implementation process of a Dark Store. The present work is classified as applied in nature, exploratory with a combined approach (mixing quantitative and qualitative analysis), in terms of procedures, it is classified as an action research. After the identification, description and analysis of the implementation processes of a Dark Store, the results are observed: Analysis of the current moment, Requirements for implementation, Operational flows and Customer experience. Thus, even considering the limitations of the present study, it is believed that it brings important contributions to both academia and business. In addition, this topic needs further studies in order to compare the results obtained and suggested improvements.