Do loyalty programs really enhance behavioral loyalty? An empirical analysis accounting for self-selecting members

Article Abstract:

The role of loyalty programs introduced by retail firms as a part of their marketing strategy in boosting the loyalty of their customers is examined. The membership of customers in loyalty programs is found to improve business.

Netherlands, Retail Trade, New Zealand, Usage, Retail industry, Marketing, Membership, Company marketing practices, Loyalty programs (Marketing)

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Service failure recovery: the moderating impact of individual-level cultural value orientation on perception of justice

Article Abstract:

Relationship between customer's cultural value orientation and service failure recovery programs, based on perception of justice, is analyzed.

Science & research, Thailand, Research, Customer satisfaction, New product failure, Values and Lifestyles program (Marketing research), Values and lifestyles program (Market research), Justification (Ethics)

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Customer loyalty to one service worker: should it be discouraged?

Article Abstract:

The impact of customer relationship with salespeople, on customer loyalty, is examined.

Analysis, Sales personnel, Salespeople

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