Determinants of the intention to use Buy-Online, Pickup In-Store (BOPS): The moderating effects of situational factors and product type

Kim, Eunhye; Park, Myeong-Cheol; Lee, Jong-Tae

doi:10.1016/j.tele.2017.08.006

Cited by 91 publications

(72 citation statements)

References 57 publications

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“…The Kaiser-Meyer-Olkin (KMO) value (.96) and Bartlett's test of sphericity (p < .01) indicated an appropriate sample size and intercorrelations of items. Each factor was composed of at least three items (Zwick and Velicer 1986), and all items had inter-item correlations above .40 (Kim and Muller 1978). The identified factors accounted for 66.83% of the total variance (Hair et al 1998).…”

Section: Initial Item Reductionmentioning

confidence: 99%

Development and validation of the pick-up service quality scale of the buy-online-pick-up-in-store service

Lee

Choi

2020

Oper Manag Res

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Buy-Online-Pickup in Store (BOPS) service is a popular omnichannel retail initiative, intended to enhance the convenience of online customers. Focusing on the pickup (PU) stage of BOPS service, we develop a comprehensive scale (BOPS-PU-QUAL) for its quality perceived by customers. A multi-step scale development procedure involving one qualitative and two quantitative studies resulted in a scale consisting of 16 items under four dimensions. Service effectiveness is found to be the strongest influencer on quality perceptions of BOPS-PU, followed by problem-handling, ease of access, and item-quality. A structural equation analysis reveals that BOPS-PU-QUAL perceptions positively affect customers' behavioral intentions towards the brand's BOPS service, with the relationship fully mediated by satisfaction with BOPS. This study contributes to omnichannel service quality research by identifying the critical quality dimensions of BOPS pickup service that reflect the uniqueness of BOPS customers. These findings help practitioners realize the importance of managing BOPS-PU service quality and provide practical guidance.

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Section: Initial Item Reductionmentioning

confidence: 99%

Development and validation of the pick-up service quality scale of the buy-online-pick-up-in-store service

Lee

Choi

2020

Oper Manag Res

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“…Sodhi and Tang [4] highlights this problem would cost a lot of efforts and resources to redesign and operate supply chain. Previous related studies focusing on the singular difficulty of addressing the BOP segment include the following topics: product development [5][6][7], business models [2,8,9], partnerships [10,11], marketing and distribution [12,13]. However, few of them are systematically arranged to analyze how supply chain management can be applied to integrate the BOP into the value position and creation appropriately.…”

Section: Introductionmentioning

confidence: 99%

Co-Development of Supply Chain in the BOP Markets

et al. 2018

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Abstract:The challenge for enterprises to enter the market in the bottom of the pyramid (BOP) segment is to revise their supply chain design. This article compiles the cases that demonstrate how enterprises can successfully enter BOP markets. Factors are extracted and analyzed according to the stages of the value chain and the supply chain. Furthermore, the Importance-Performance Analysis (IPA) is used to explore the gap and the opportunities for improvement. Also, the multinational enterprises (MNEs) in Taiwan and local manufacturers in Indonesia are compared for their suitability to the different business strategies. Results of these analyses could serve as a gap analysis tool for decision-making and business strategies entering the BOP market.

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“…MacCarthy et al [23] proposed a strategy for physical stores to ensure customer service levels for online orders. In addition, Kim et al [24] indicated that the consumer perceptions of relative advantage, complexity, compatibility, and risks involved in online shopping are important antecedents for the intention to use BOPS. Paul et al [25] studied the benefit of ex-plotting any spare capacity in the vehicles replenishing store inventories to reduce online order fulfillment cost by transferring online orders to these vehicles at one or more of the stores visited.…”

Section: Literature On Omnichannel Bopsmentioning

confidence: 99%

Joint Decision on Pricing and Ordering for Omnichannel BOPS Retailers: Considering Online Returns

Liu

2020

Sustainability

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Uncertainty in demand and high online return rates tend to generate a large inventory backlog after a hot selling season. Some well-known companies such as Burberry and H&M choose to burn these backlogs, which is very unfavorable to the sustainable development of enterprises and society. The omnichannel BOPS (Buy Online and Pickup in Store) provides consumers with a new and convenient choice of purchasing channels. Considering the probability of online return, we build expected profit models for retailers before and after opening a BOPS channel based on consumer surplus and purchase ratio via an online channel, store channel, and BOPS channel. Then, we prove the existence of optimal solutions and obtain the joint optimization decision on pricing and ordering. The results show that, under certain conditions, when the proportion of online channel buyers increases, the retailers' optimal decision before opening a BOPS channel is to reduce the price and increase the order quantity, and the retailers' optimal decision after opening a BOPS channel is to simultaneously reduce the price and the order quantity. Whether or not a BOPS channel is opened, when the purchase proportion of store channel increases, the optimal decision of retailers is to increase the price and order quantity at the same time. Furthermore, when the online return rate, the cost of online shopping, the inconvenient cost of the store channel, and the inconvenience of the BOPS channel relative to store channel increase, the optimal decision of retailers is to simultaneously reduce the price and order quantity. Moreover, when the maximum psychological value of the product increases, the optimal decision is to reduce the order quantity while increasing the price. In addition, the opening of a BOPS channel increases optimal price, optimal order quantity, and maximum expected profit.

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Determinants of the intention to use Buy-Online, Pickup In-Store (BOPS): The moderating effects of situational factors and product type

Cited by 91 publications

References 57 publications

Development and validation of the pick-up service quality scale of the buy-online-pick-up-in-store service

Development and validation of the pick-up service quality scale of the buy-online-pick-up-in-store service

Co-Development of Supply Chain in the BOP Markets

Joint Decision on Pricing and Ordering for Omnichannel BOPS Retailers: Considering Online Returns

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