The role of loyalty programs in boosting hotel guest loyalty: Impact of switching barriers
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DOI: 10.1016/j.ijhm.2019.102328
Abstract: Abstract This study examines the relationships among the perceived value of a loyalty program, customer satisfaction with a loyalty program, affective commitment, switching barriers, and customer brand loyalty in the hotel context. An online survey… read more here.
Keywords: loyalty program; loyalty; switching barriers; loyalty programs ... See more keywords
Tactical use of rewards to enhance loyalty program effectiveness
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DOI: 10.1016/j.ijresmar.2020.02.005
Abstract: Abstract A key member benefit for participating in a loyalty program (LP) is the rewards earned for points accrued. One popular reward structure is a catalog of many diverse items. The rewards among this broad… read more here.
Keywords: loyalty program; use rewards; program; reward ... See more keywords
Managing loyalty program communications in the digital era: Does culture matter?
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DOI: 10.1016/j.jretconser.2021.102476
Abstract: Abstract This research addresses an important, yet under-researched, issue concerning the real-time management of loyalty programs (LPs) in the digital era: how to leverage culture-specific communications to motivate LP members to pursue and redeem program… read more here.
Keywords: loyalty program; managing loyalty; digital era; culture ... See more keywords
Customer segment transition through the customer loyalty program
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DOI: 10.1108/apjml-09-2020-0630
Abstract: PurposeThis study presents the applicability of a model-based approach for loyalty program forecasting using smartphone app in the digital strategy of the retail industry.Design/methodology/approachThe authors develop a dynamic model with the cyclical structure of customer… read more here.
Keywords: customer; customer segment; loyalty program;
The mediating effects of program loyalty in loyalty rewards programs: an experimental design in coffee shops
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DOI: 10.1108/jstp-01-2021-0020
Abstract: PurposeThe purpose of this study is to evaluate the impact of reward structure on the customer's value perception of the program, loyalty to the program and loyalty to the firm.Design/methodology/approachA 2 (type of reward) x… read more here.
Keywords: loyalty program; loyalty; program; customer ... See more keywords
I Earn It, But They Just Get It: Loyalty Program Customer Reactions to Unearned Preferential Treatment in the Social Servicescape
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DOI: 10.1177/1938965519857539
Abstract: Hospitality and tourism firms use two different strategies in customer relationship management: rewarding loyalty program customers with earned rewards (earned preferential treatment) and delighting the nonprogram customers with surprise rewards (unearned preferential treatment). However, research… read more here.
Keywords: loyalty program; loyalty; preferential treatment; program ... See more keywords