Sunmee Choi

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Former Dean of College of Business and Management


Recent Submissions

Now showing 1 - 2 of 2
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    Development and validation of the pick-up service quality scale of the buy-online-pick-up-in-store service
    (2020) Yeonjoo Lee; Sunmee Choi; Joy M. Field
    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’ 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 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.
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    Global trends in hospitality
    (2022) Lerzan Aksoy; Sunmee Choi; Tarik Dogru; Timothy Keiningham; Melanie Lorenz; Dan Rubin; J. Bruce Tracey
    The disruptions to the global hospitality industry have been accelerated, particularly after the emergence of the COVID-19 pandemic. As such, it is even more important for scholars to focus on future research that addresses the most relevant and important industry-specific challenges. In this paper, we analyze the recent hospitality research and industry trends to identify the topics that have received the most attention, and then compare these trends to the survey results from two key industry stakeholders – academics (N = 67) and practitioners (N = 235) – regarding the most important short- and longer-terms research priorities. Overall, the findings suggest that both stakeholder groups have placed supply and demand characteristics, as well as technology, as the industry’s most pressing priorities in both the short- and longer-term future. The relative importance of safety and cleanliness is expected to decline over time while environmental sustainability will gain increasing attention in the future.
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