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Implications of loyalty program membership for customer retention and value

Article Abstract:

Research is presented on the financial benefits of customer reward programs offered by companies to exert a positive effect on customer loyalty and evaluations. Topics addressed include the management of customer relations, the customer's perception of value, and a case study of a loyalty rewards program offered by a credit card company.

Author: Bolton, Ruth N., Kannan, P.K., Bramlett, Matthew D.
Publisher: Sage Publications, Inc.
Publication Name: Journal of the Academy of Marketing Science
Subject: Business
ISSN: 0092-0703
Year: 2000
Research, Analysis, Marketing research, Market research, Customer loyalty

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Managing market relationships

Article Abstract:

The successful management of customer relations by a firm provides a foundation for competitive advantage, and techniques for attaining this edge are presented. Topics addressed include the dynamics of a market relationship, customer-responsive strategies, organizational structure and capabilities.

Author: Day, George S.
Publisher: Sage Publications, Inc.
Publication Name: Journal of the Academy of Marketing Science
Subject: Business
ISSN: 0092-0703
Year: 2000
Organizational effectiveness

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Technology infusion in service encounters

Article Abstract:

Issues discussed concern the use of technology in service encounters between businesses and consumers, focusing on the impact of technology to traditional customer service. Topics addressed include technology's ability to customize services, delight customers, and remedy a service difficulty.

Author: Bitner, Mary Jo, Brown, Stephen W., Meuter, Matthew
Publisher: Sage Publications, Inc.
Publication Name: Journal of the Academy of Marketing Science
Subject: Business
ISSN: 0092-0703
Year: 2000
Technology, Services industry, Service industries

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Subjects list: Statistical Data Included, United States, Management, Customer service, Methods, Marketing
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