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Transforming the automotive retail: Drivers for customers' omnichannel BOPS (Buy Online & Pick up in Store) behavior

Author

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  • Kim, Sehoon
  • Connerton, Timothy Paul
  • Park, Cheongyeul

Abstract

This study aims to identify the drivers in BOPS (Buy Online & Pick up in Store) usage intention of omnichannel consumers in the automotive retail sector. The study proposes a conceptual framework, extended UTAUT-TTF, synthesizing various theoretical perspectives and revealing the mechanism behind consumer behavior. The research surveyed 436 potential customers in South Korea, incorporating a factorial survey method. The findings suggest that Performance expectancy, Effort expectancy, and Facilitating conditions have a mediation effect through Task-technology fit affecting Usage intention. The results also support the influences of decisive factors in predicting the consumers' preferences to use BOPS. Social influence, however, did not present a significant effect on Usage intention. Personal innovativeness, selected for the extension of UTAUT, was the strongest predictor for the customer's BOPS usage intention. The research contributes to future technology acceptance literature, proposing that UTAUT-TTF can serve an essential role in predicting consumer behavior.

Suggested Citation

  • Kim, Sehoon & Connerton, Timothy Paul & Park, Cheongyeul, 2022. "Transforming the automotive retail: Drivers for customers' omnichannel BOPS (Buy Online & Pick up in Store) behavior," Journal of Business Research, Elsevier, vol. 139(C), pages 411-425.
    • Handle: RePEc:eee:jbrese:v:139:y:2022:i:c:p:411-425
    DOI: 10.1016/j.jbusres.2021.09.070
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    3. Hyo Geun Song & Hyeon Jo, 2023. "Understanding the Continuance Intention of Omnichannel: Combining TAM and TPB," Sustainability, MDPI, vol. 15(4), pages 1-20, February.
    4. Hyeon Jo, 2023. "What Drives Recommendation Intention and Loyalty of Online for Offline (O4O) Consumers?," Sustainability, MDPI, vol. 15(6), pages 1-18, March.
    5. Grewal, Dhruv & Roggeveen, Anne L. & Benoit, Sabine & Lucila Osorio Andrade, María & Wetzels, Ruud & Wetzels, Martin, 2025. "A new era of technology-infused retailing," Journal of Business Research, Elsevier, vol. 188(C).
    6. Teng, Hongxin & Xia, Qinying & Shou, Jiayi & Zhao, Jing, 2023. "Positive or negative spillover? The influence of online channel satisfaction on offline channel adoption," Journal of Business Research, Elsevier, vol. 154(C).
    7. Dey, Bikash Koli & Sarkar, Mitali & Chaudhuri, Kripasindhu & Sarkar, Biswajit, 2023. "Do you think that the home delivery is good for retailing?," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    8. Yuan, Yun-Peng & Tan, Garry Wei-Han & Ooi, Keng-Boon, 2025. "What shapes mobile fintech consumers' post-adoption experience? A multi-analytical PLS-ANN-fsQCA perspective," Technological Forecasting and Social Change, Elsevier, vol. 217(C).
    9. Rahman, Syed Mahmudur & Carlson, Jamie & Gudergan, Siegfried P. & Wetzels, Martin & Grewal, Dhruv, 2025. "How do omnichannel customer experiences affect customer engagement? Theory and empirical validation," Journal of Business Research, Elsevier, vol. 189(C).
    10. Hagtvedt, Henrik & Chandukala, Sandeep R., 2023. "Immersive retailing: The in-store experience," Journal of Retailing, Elsevier, vol. 99(4), pages 505-517.
    11. Tuğba Yeğin & Muhammad Ikram, 2022. "Developing a Sustainable Omnichannel Strategic Framework toward Circular Revolution: An Integrated Approach," Sustainability, MDPI, vol. 14(18), pages 1-25, September.
    12. Sarkar, Biswajit & Dey, Bikash Koli, 2023. "Is online-to-offline customer care support essential for consumer service?," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    13. Shujun Yang & Ivan Kai Wai Lai & Huajun Tang, 2022. "Pricing and Contract Coordination of BOPS Supply Chain Considering Product Return Risk," Sustainability, MDPI, vol. 14(9), pages 1-21, April.

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