{"id":349,"date":"2021-04-05T07:44:32","date_gmt":"2021-04-05T07:44:32","guid":{"rendered":"https:\/\/vinuni.edu.vn\/research\/?p=349"},"modified":"2022-09-05T07:45:14","modified_gmt":"2022-09-05T07:45:14","slug":"development-and-validation-of-the-pick-up-service-quality-scale-of-the-buy-online-pick-up-in-store-service","status":"publish","type":"post","link":"https:\/\/vinuni.edu.vn\/research\/development-and-validation-of-the-pick-up-service-quality-scale-of-the-buy-online-pick-up-in-store-service\/","title":{"rendered":"Development and Validation of the Pick-up Service Quality Scale of the Buy-online-pick-up-in-store Service"},"content":{"rendered":"<p>Abstract<\/p>\n<p>Buy-Online-Pick-up-in-Store (BOPS) service is a popular omnichannel retail initiative, intended to enhance the convenience of online customers. Focusing on the pick-up (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\u2019 behavioral intentions towards the brand\u2019s 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 pick-up 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.<\/p>\n<p>Authors: Choi, S. and other authors<\/p>\n<p>Read more about the article\u00a0<a href=\"https:\/\/link.springer.com\/article\/10.1007\/s12063-020-00161-0\">here<\/a><\/p>\n<p>Read more about the author\u2019s publications\u00a0<a href=\"https:\/\/vinuni.edu.vn\/people\/sunmee-choi\/\">here<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Abstract Buy-Online-Pick-up-in-Store (BOPS) service is a popular omnichannel retail initiative, intended to enhance the convenience of online customers. Focusing on the pick-up (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 [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":350,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[3],"tags":[39],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.6.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Development and Validation of the Pick-up Service Quality Scale of the Buy-online-pick-up-in-store Service - Vinuni Research Website<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/vinuni.edu.vn\/research\/development-and-validation-of-the-pick-up-service-quality-scale-of-the-buy-online-pick-up-in-store-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Development and Validation of the Pick-up Service Quality Scale of the Buy-online-pick-up-in-store Service - Vinuni Research Website\" \/>\n<meta property=\"og:description\" content=\"Abstract Buy-Online-Pick-up-in-Store (BOPS) service is a popular omnichannel retail initiative, intended to enhance the convenience of online customers. Focusing on the pick-up (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 [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/vinuni.edu.vn\/research\/development-and-validation-of-the-pick-up-service-quality-scale-of-the-buy-online-pick-up-in-store-service\/\" \/>\n<meta property=\"og:site_name\" content=\"Vinuni Research Website\" \/>\n<meta property=\"article:published_time\" content=\"2021-04-05T07:44:32+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-09-05T07:45:14+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/vinuni.edu.vn\/research\/wp-content\/uploads\/2022\/09\/Operations-Management-Research-660x410-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"660\" \/>\n\t<meta property=\"og:image:height\" content=\"410\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"phuong.ntn\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"phuong.ntn\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/vinuni.edu.vn\/research\/development-and-validation-of-the-pick-up-service-quality-scale-of-the-buy-online-pick-up-in-store-service\/\",\"url\":\"https:\/\/vinuni.edu.vn\/research\/development-and-validation-of-the-pick-up-service-quality-scale-of-the-buy-online-pick-up-in-store-service\/\",\"name\":\"Development and Validation of the Pick-up Service Quality Scale of the Buy-online-pick-up-in-store Service - Vinuni Research Website\",\"isPartOf\":{\"@id\":\"https:\/\/vinuni.edu.vn\/research\/#website\"},\"datePublished\":\"2021-04-05T07:44:32+00:00\",\"dateModified\":\"2022-09-05T07:45:14+00:00\",\"author\":{\"@id\":\"https:\/\/vinuni.edu.vn\/research\/#\/schema\/person\/d19200a9f0488a2d6374d8641ee8c085\"},\"breadcrumb\":{\"@id\":\"https:\/\/vinuni.edu.vn\/research\/development-and-validation-of-the-pick-up-service-quality-scale-of-the-buy-online-pick-up-in-store-service\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/vinuni.edu.vn\/research\/development-and-validation-of-the-pick-up-service-quality-scale-of-the-buy-online-pick-up-in-store-service\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/vinuni.edu.vn\/research\/development-and-validation-of-the-pick-up-service-quality-scale-of-the-buy-online-pick-up-in-store-service\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Development and Validation of the Pick-up Service Quality Scale of the Buy-online-pick-up-in-store Service\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/vinuni.edu.vn\/research\/#website\",\"url\":\"https:\/\/vinuni.edu.vn\/research\/\",\"name\":\"Vinuni Research Website\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/vinuni.edu.vn\/research\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/vinuni.edu.vn\/research\/#\/schema\/person\/d19200a9f0488a2d6374d8641ee8c085\",\"name\":\"phuong.ntn\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/vinuni.edu.vn\/research\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/678312306781d0830679d2c1a8a112f1?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/678312306781d0830679d2c1a8a112f1?s=96&d=mm&r=g\",\"caption\":\"phuong.ntn\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Development and Validation of the Pick-up Service Quality Scale of the Buy-online-pick-up-in-store Service - Vinuni Research Website","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/vinuni.edu.vn\/research\/development-and-validation-of-the-pick-up-service-quality-scale-of-the-buy-online-pick-up-in-store-service\/","og_locale":"en_US","og_type":"article","og_title":"Development and Validation of the Pick-up Service Quality Scale of the Buy-online-pick-up-in-store Service - Vinuni Research Website","og_description":"Abstract Buy-Online-Pick-up-in-Store (BOPS) service is a popular omnichannel retail initiative, intended to enhance the convenience of online customers. 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