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Customer behavior across competitive loyalty programs
Customers can belong to multiple competing loyalty programs each with multiple reward levels. We extend loyalty program theories by proposing five...
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Personalized email marketing in loyalty programs: The role of multidimensional construal levels
Loyalty programs offer unique opportunities for firms to personalize their marketing communications to consumers. However, limited attention has been...
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Leveraging loyalty programs using competitor based targeting
Loyalty programs (LPs) are widely used by firms but not well understood. These programs provide discounts and perks to loyal customers and are costly...
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Uncovering the relationship between revenue management and hotel loyalty programs
This study investigates the underexplored relationship between revenue management and hotel loyalty programs. Results from a focus group and personal...
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40 years of loyalty programs: how effective are they? Generalizations from a meta-analysis
Despite firms’ extensive usage of loyalty programs (LPs) and decades-long academic research on their effectiveness, LPs’ effects on customer loyalty...
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Brand Loyalty
Develop a comprehensive understanding of the nature and dimensions of brand loyaltybrand loyalty, enabling the ability to identify and evaluate its...
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How does power distance belief impact consumers’ responses to demotion in hierarchical loyalty programs? The dual processes of monetary and psychological losses
Across five studies, we find that high-power distance belief (PDB) consumers (i.e., consumers who value social hierarchy) tend to show lower loyalty...
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Achieving customer loyalty during post-pandemic: an asymmetric approach
The study aims to investigate causal recipes to improve restaurant customers’ loyalty (LOY) during COVID-19 post-pandemic. The study utilizes...
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The impact of tangible and intangible rewards on online loyalty program, brand engagement, and attitudinal loyalty
This paper investigates customers’ insights about a loyalty program in the online context to examine the impact of tangible and intangible rewards on...
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Brand-generated social media content and its differential impact on loyalty program members
Social media and loyalty programs are mainstays of contemporary marketing, but despite their prominence—and their potential synergies—the two are...
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The impact of service innovation on customer satisfaction and customer loyalty: a case in Vietnamese retail banks
Customer loyalty continues to be a crucial factor for retail banks in maintaining market share, increasing revenue and profits, and reducing costs in...
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The influence of negative travel-related experience on tourist’s brand loyalty
Perceptions of negative events related to service disruptions, negative consumer associations with other brand users, or business activities not in...
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AI-powered voice assistants: develo** a framework for building consumer trust and fostering brand loyalty
This paper explores the role of artificial intelligence (AI)-powered voice assistants (VAs) in the context of online shop**, with a specific focus...
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An Exploration of the Influence of Having International Family on Higher Education Reputation and Loyalty
We use a mixed-methodology to examine the influence of having international family on higher education (HE) reputation and loyalty. Employing...
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Configuring managerial factors to enhance omnichannel experience and customer engagement behaviors for a solid loyalty loop
This study expounds a strategic framework of omnichannel integration to enhance the customer experience in the inner circle of loyalty loop....
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Generations and Their Preferences for Loyalty Program Rewards in Supermarket Retailing
When designing a loyalty program, a major decision is that of identifying which rewards and of which nature (monetary vs. non-monetary) to offer....
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Not the relationship type? Loyalty propensity as a reason to maintain marketing relationships
The relationship marketing literature largely overlooks the most common type of loyal consumer, one who feels no personal attachment to a firm (Guo...
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Can restrictions on redemption timing boost profitability of loyalty programs in competitive environments?
This research investigates whether it is beneficial for competing firms offering loyalty programs (LPs) to restrict the reward redemption time. We...
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How new sustainability typologies will reshape traditional approaches to loyalty
The benefits of segmentation and loyalty programmes are well established however Business-As-Usual (BAU) models, whether online or traditional, only...
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Lifelong good soldiers of higher education institutions: driving factors and obstructions of alumni loyalty
Loyal customers are good soldiers who behave favorably toward service firms. As increasing number of universities are facing “a candle burning at...
