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Journal articles on the topic 'Customer loyalty programs. Brand loyalty. Supermarkets'

Author: Grafiati

Published: 4 June 2021

Last updated: 3 February 2022

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1

Luceri, Beatrice, Sabrina Latusi, Donata Tania Vergura, and Gianpiero Lugli. "The impact of store flyers on store performance: a format and customer related approach." International Journal of Retail & Distribution Management 42, no. 3 (2014): 219–34. http://dx.doi.org/10.1108/ijrdm-11-2012-0101.

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Purpose – The study aims to investigate the impact of store flyer characteristics on store performance for different formats (hypermarket and supermarket) and customer segments (additional and regular shoppers). Specifically, the paper tests propositions on how flyer duration, variety of featured purchasing options, the category and brand mix on feature and the method used to communicate the deal price affect store traffic and sales. Design/methodology/approach – Data were made available for analysis by a grocery chain that utilizes a hi-lo pricing strategy. To test the hypothesis a multiple l

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Uncles, Mark D., Grahame R. Dowling, and Kathy Hammond. "Customer loyalty and customer loyalty programs." Journal of Consumer Marketing 20, no. 4 (2003): 294–316. http://dx.doi.org/10.1108/07363760310483676.

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Customer loyalty presents a paradox. Many see it as primarily an attitude‐based phenomenon that can be influenced significantly by customer relationship management initiatives such as the increasingly popular loyalty and affinity programs. However, empirical research shows that loyalty in competitive repeat‐purchase markets is shaped more by the passive acceptance of brands than by strongly‐held attitudes about them. From this perspective, the demand‐enhancing potential of loyalty programs is more limited than might be hoped. Reviews three different perspectives on loyalty, and relates these t

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Ieva, Marco, and Cristina Ziliani. "Towards digital loyalty programs: insights from customer medium preference segmentation." International Journal of Retail & Distribution Management 45, no. 2 (2017): 195–210. http://dx.doi.org/10.1108/ijrdm-01-2016-0012.

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Purpose The purpose of this paper is to identify patterns of medium preference for loyalty programs (LPs) among members to support the case for segmenting customers based on their medium preference. Design/methodology/approach A survey of nearly 2,000 customers who are enrolled in at least one supermarket LP was employed. LP members are segmented based on a latent class clustering model and then profiled in terms of socio-demographic variables by means of a multinomial logit regression model. Findings Medium preference is heterogeneous and differs at the customer segment and at the LP touchpoi

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Shin, Minjung, Ki-Joon Back, Choong-Ki Lee, and Young-Sub Lee. "Enhancing customer-brand relationship by leveraging loyalty program experiences that foster customer-brand identification." International Journal of Contemporary Hospitality Management 13, no. 12 (2020): 3991–4016. http://dx.doi.org/10.1108/ijchm-06-2020-0550.

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Purpose This study aims to investigate ways in which hotel loyalty programs can be designed to enhance customer’s identification with a hotel brand and develop a sustainable customer-brand relationship. Design/methodology/approach The study adopted a cross-sectional design survey questionnaire for data collection and used structural equation modeling data analysis to test the conceptual model. Findings The three loyalty program experiences proposed (member-to-member similarity, memorable loyalty program experience and loyalty program social benefits) exerted significant positive effects on cus

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Razzaq, Zohaib, Salman Yousaf, and Zhao Hong. "The moderating impact of emotions on customer equity drivers and loyalty intentions." Asia Pacific Journal of Marketing and Logistics 29, no. 2 (2017): 239–64. http://dx.doi.org/10.1108/apjml-03-2016-0053.

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Purpose The purpose of this paper is to investigate the significant contribution of emotions along with other conventional loyalty drivers on the loyalty intentions. Design/methodology/approach The influence of three conventional loyalty drivers, i.e., value equity, brand equity, relationship equity on loyalty intentions was investigated by further exploring the moderating effects of negative and positive emotions. A sample of 834 Pakistani consumers in the supermarkets and banking industries was studied employing store-intercept survey design. Findings Consumer behavior is driven by emotions

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Silalahi, Jojor Marintan, Lizar Alfansi, and Akram Harmoni Wiardi. "The Role of Brand Trust in Determining The Relationship Between Brand Affection and Loyalty Programs on Customer Loyalty." AFEBI Management and Business Review 1, no. 01 (2017): 12. http://dx.doi.org/10.47312/ambr.v1i01.27.

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<p>study investigates how brand affection, loyalty programs, and brand trust determine the loyalty in airways industry. We examined the influence of brand trust and brand affection on loyalty in airlines services. The airways companies applied loyalty programs as a trend. The purpose of the loyalty programs is to encourage the loyalty of the customers. The purpose of this study is to analyze the influence of brand affection and loyalty programs on brand trust and loyalty among GarudaMiles members. Primary data were collected through a survey. Data collected by online quistionnaire throug

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Sahin, Hande, Ali Osman Kusakci, and Baboucarr Mbowe. "The effects of frequent flyer programs in the airline industry on customer loyalty." Heritage and Sustainable Development 3, no. 2 (2021): 130–47. http://dx.doi.org/10.37868/hsd.v3i2.69.

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Customer Loyalty Programs are one of the handiest tools to raise brand awareness, and secure long-term and strong ties between a brand and existing consumers. Airline companies have been using frequent flyer programs (FFPs) to retain customers with the expectation of increasing passengers’ loyalty levels. The purpose of this study was to examine the significance of FFPs for customer loyalty, which is of great help for customer retention in the civil aviation industry in the sample of passengers flying from the new Istanbul Airport. Furthermore, we questioned the effectiveness of various servic

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Siswi, Ati Arifiah, and Wahyono Wahyono. "The Role of Customer Satisfaction in Increasing Customer Loyalty." Management Analysis Journal 9, no. 1 (2020): 17–25. http://dx.doi.org/10.15294/maj.v9i1.34427.

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The purpose of this study is to determine the direct and indirect influence of brand personality, brand reputation and price fairness toward customer loyalty through customer satisfaction as an intervening variable. Customer satisfaction influence customers to make an loyal. The population in this research is customers Kukubima Energi. The total sample in this research is 115 respondents with purposive sampling technique through a likert scale. Methods of collecting data using questionnaires and documentation. Data analysis using classic assumption test and hypothesis test (t test and path ana

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Fook, Andy Chin Woon, and Omkar Dastane. "Effectiveness of Loyalty Programs in Customer Retention: A Multiple Mediation Analysis." Jindal Journal of Business Research 10, no. 1 (2021): 7–32. http://dx.doi.org/10.1177/22786821211000182.

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The impact of loyalty programs on customer retention was investigated in this study. Concomitantly, the mediating effects of brand association and customer satisfaction between loyalty programs and customer retention were also tested in three ways, viz., in parallel, distinct, and sequential through a series of structural models. The study focuses on the Malaysian national car sector, and empirical data was collected from 313 Malaysian national cars users through convenience sampling. This explanatory, quantitative research adopts a questionnaire as a survey instrument, and the collected data

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Yeboah-Asiamah, Eric, Daniel M. Quaye, and Simon Gyasi Nimako. "The effects of lucky draw sales promotion on brand loyalty in mobile telecommunication industry." African Journal of Economic and Management Studies 7, no. 1 (2016): 109–23. http://dx.doi.org/10.1108/ajems-09-2013-0076.

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Purpose – The purpose of this paper is to empirically examine the relationship between lucky draw sales promotion (LDSP) and the four phases of brand loyalty in the telecommunication industry. Design/methodology/approach – A self-administered structure questionnaire was used to collect primary data from conveniently sampled 338 lucky draw winners in the Ghanaian telecommunication industry. A response rate of 67.1 percent was obtained for data analysis using structural equation modeling approach. Findings – It was found that LDSP positively relate to cognitive brand loyalty, and to behavioral b

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Berlianto, Margaretha Pink. "Identifying Antecedents and Consequences of Customer Satisfaction in the Full-Service Airline Industry." Jurnal Manajemen 23, no. 3 (2019): 496. http://dx.doi.org/10.24912/jm.v23i3.586.

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This study aims to investigate the effect of brand image, perceived value, and loyalty programs on satisfaction and the effect of satisfaction with customer advocacy on Garuda Indonesia airways customers. The population of this study was individuals who had used Garuda Indonesia airways by distributing questionnaires as many as 200 samples. The sampling technique used was purposive sampling. Data analysis using PLS-SEM. The results of this study indicate that brand image, perceived value, and loyalty programs have a positive effect on satisfaction and satisfaction have a positive effect on cus

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Clottey, Toyin A., David A. Collier, and Michael Stodnick. "Drivers Of Customer Loyalty In A Retail Store Environment." Journal of Service Science (JSS) 1, no. 1 (2008): 35–48. http://dx.doi.org/10.19030/jss.v1i1.4300.

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The determinants of customer loyalty are identified for a large U.S. retailer based on a survey of 972 customers. An ordered logistic regression is used to estimate the proportion of a retailers customers who are willing to recommend the retailers products to others based on survey results.Statistical results document that service quality, product quality and brand image drive customer loyalty as measured by a customers willingness to recommend the retailers products to other people. Service management managers can improve these drivers of customer loyalty by better training, recognition and r

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Pal Bariha, Pratik. "Customer Loyalty Program and Retention Relationship." Psychology and Education Journal 58, no. 1 (2021): 5069–74. http://dx.doi.org/10.17762/pae.v58i1.2012.

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The aim of this study is to achieve the understanding on the different types of loyalty programs and their impact on the customers buying decision, patterns, behavior and ultimately the impact of their retention towards the brand or product in a long term. To achieve the conclusion, different research papers with the different surveys and geographic location were taken with random data. The participants in the surveys were primarily students and people from age group between 20-45 years. The finding from the study clearly shows that there is a significant impact of customer retention on

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Sivapalan, Achchuthan, and Charles Jebarajakirthy. "An application of retailing service quality practices influencing customer loyalty toward retailers." Marketing Intelligence & Planning 35, no. 7 (2017): 842–57. http://dx.doi.org/10.1108/mip-09-2016-0178.

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Purpose Enhancing retailing service quality (RSQ) serves as a basic strategy for gaining competitive advantage in the retailing industry and enables retailers to make a loyal customer base. The purpose of this paper is to propose and empirically investigate a comprehensive mechanism for enhancing customer loyalty to retail stores via service quality practices. This study suggests information on retailers can be the antecedent of the RSQ and its dimensions, thereby proposing a comprehensive mechanism for enhancing customer loyalty to retailers. Design/methodology/approach The data were collecte

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Adawiah, Rabiatul, Syamsul Bachri Daeng Parani, and Farid Farid. "PENGARUH PERSEPSI HARGA DAN CITRA MEREK TERHADAP LOYALITAS PELANGGAN MENGGUNAKAN PRODUK KOSMETIK (STUDI PADA SWALAYAN GRAND HERO DI KOTA PALU)." Jurnal Ilmu Manajemen Universitas Tadulako (JIMUT) 1, no. 3 (2020): 271–78. http://dx.doi.org/10.22487/jimut.v1i3.28.

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The purpose of this study is to determine the influence of price and brand image both simultaneously and partially to customer loyalty at grand hero Supermarkets in the city of Palu. The independent variables used in this study are price and brand image. While the dependent variable is Customer Loyalty (Y). The research method used in this research is descriptive causal method. The sample used in this study were as many as 93 respondents with the form of sampling using accidental sampling and Purposive Sampling techniques. Data analysis method used in this research is multiple linear regressio

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Rosenbaum, Mark Scott, and Ipkin Anthony Wong. "Green marketing programs as strategic initiatives in hospitality." Journal of Services Marketing 29, no. 2 (2015): 81–92. http://dx.doi.org/10.1108/jsm-07-2013-0167.

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Purpose – This paper aims to investigate a guest’s subjective appraisal of a hotel’s green marketing program, or green equity, along with value, brand and relationship equities on guest loyalty. Design/methodology/approach – Study 1 presents three models to explicate the role of a luxury hotel’s green initiatives in influencing guest loyalty. By means of structural equation modeling, one model emerges with the best fit. Study 2 examines how tourists assign economic value to a hotel’s green programs. Findings – Green equity plays a significant role in customers’ overall assessment of a hotel’s

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Tauriana, Dian, and Rendy Manlin. "Strategi Experiential Marketing dan Loyalitas Merek." Winners 9, no. 2 (2008): 191. http://dx.doi.org/10.21512/tw.v9i2.726.

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Consumer experience born from the consumption of a product or service gives a distinct impression in the minds of consumers. This impression creates brand loyalty, provided that the appropriate marketing program is designed to provide a unique experience. Article explores a study that uses primary and secondary data at Bengawan Solo Coffee to see the impact of marketing programs based on experience upon customer loyalty towards the Bengawan Solo Coffee brand. Data were collected by direct interviews of selected respondents through purposive sampling. Furthermore, those data were analyzed using

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Kautsiro, Farium, and Prof Olawumi D. Awolusi. "Loyalty programs for the passenger transportation industry: a study of Zimbabwean Companies." Journal of Education and Vocational Research 11, no. 1(V) (2020): 5–22. http://dx.doi.org/10.22610/jevr.v11i1(v).3068.

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The paper examined firstly whether companies in the passenger transportation industry have utilised loyalty programs and then ascertained how much value the companies have drawn from them in enhancing market share, operational efficiency and financial benefit. Specifically, the study assessed the influence of loyalty program on customer relationship management, operational efficiency and profitability. The research was undertaken on ten companies who have implemented some form of loyalty programs through applied research’s in-depth interviews with the top executives. The qualitative methodolog

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Lo, Ada S., Holly Hyunjung Im, Yong Chen, and Hailin Qu. "Building brand relationship quality among hotel loyalty program members." International Journal of Contemporary Hospitality Management 29, no. 1 (2017): 458–88. http://dx.doi.org/10.1108/ijchm-06-2015-0283.

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Purpose This study aims to investigate the impact of the loyalty program members’ satisfaction toward the hotel loyalty program benefits and the customer management relationship initiatives of individual hotels on the brand relationship quality (BRQ), i.e. their relationship quality with the hotel brand, and its outcomes. The moderating impact of membership level on the hypothesized relationships was also investigated. Design/methodology/approach A usable sample of 920 active members of a hotel loyalty program was obtained. Structural equation modeling with partial least squares method was use

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Formánek, Tomáš, and Radek Tahal. "Brand importance across product categories in the Czech Republic." Management & Marketing 11, no. 1 (2016): 341–54. http://dx.doi.org/10.1515/mmcks-2016-0001.

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Abstract This paper deals with customer loyalty to brands and provides an analysis of brand-related attitudes among Czech consumers. Brand loyalty is a very important aspect of competitive marketing and we contribute an empirically supported point of view on the topic. Based on primary data from a complex consumer survey carried out for the purpose of this study, we investigate the extent of brand loyalty across different product categories, mostly fast moving consumer goods (FMCG). For convenience, the analysis of our survey-data may be divided in two main areas. First, product categories are

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李, 纯青. "The Brand Image of Customer Loyalty Programs Partnerships in Aircraft Industry Based on Customer Experience." Modern Marketing 04, no. 01 (2014): 6–9. http://dx.doi.org/10.12677/mom.2014.41002.

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Tanford, Sarah, Stowe Shoemaker, and Alexandra Dinca. "Back to the future: progress and trends in hotel loyalty marketing." International Journal of Contemporary Hospitality Management 28, no. 9 (2016): 1937–67. http://dx.doi.org/10.1108/ijchm-05-2015-0237.

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Purpose In 1999, Shoemaker and Lewis declared customer loyalty as “the future of hospitality marketing”. This paper aims to evaluate the state of research and practice in hotel loyalty and reward programs in the subsequent 15 years to determine if the tenets set forth have occurred. The loyalty circle provides a conceptual framework within which to evaluate progress and trends in hotel loyalty marketing. Design/methodology/approach Three approaches were used: a comprehensive review of hotel loyalty and reward program literature from 2000 to 2015, a classification and analysis of program benefi

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Hui, S. L., and Rachel W. Y. Yee. "Relationship among Interpersonal Relationship, Customer Satisfaction and Brand Loyalty in Fashion Retailing Industry." Research Journal of Textile and Apparel 19, no. 1 (2015): 65–72. http://dx.doi.org/10.1108/rjta-19-01-2015-b007.

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Due to the recent emergence of numerous retail options, the fashion market has become more competitive. Consumers are offered more products choices for their purchase. This has created significant challenges to fashion retailers in attracting new and retaining existing customers. This research proposes that an interpersonal relationship between employees and customers is an effective means for companies to influence the purchase decisions and experiences of customers. We have conducted an empirical study to investigate the impact of interpersonal relationships on customer satisfaction and bran

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Kim, Sang-soo, Woo-yeul Baek, Kevin K. Byon, and Sung-bum Ju. "Creating Shared Value to Enhance Customer Loyalty: A Case of a Sporting Goods Company in Korean Athletic Shoe Market." Sustainability 13, no. 13 (2021): 7031. http://dx.doi.org/10.3390/su13137031.

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Despite the efforts of academia on exploring the merits of creating shared value, prior relevant literature seems to have a limitation that overlooks the environmental contribution suggested as a crucial component of creating shared value program by Porter and Kramer. More importantly, since most of the existing creating shared value-related studies have focused on firms in the general marketing field, there is a lack of research on the efficacy of creating shared value programs that are implemented by sporting goods companies. Thus, the objective of the present study was to examine the influe

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Kiarie, John, Gabriel Kirori, and David Wachira. "Effect of Non-Monetary Programs on Financial Performance of Selected Firms in the Service Industry in Kenya." American Journal of Finance 6, no. 1 (2021): 56–70. http://dx.doi.org/10.47672/ajf.750.

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Introduction: Non-monetary rewards are non-financial measures that a merchant or a seller realigns with customer values to attract and retain more customers. This involves providing value to customers in other ways than discount and dollars rewards. Depending on the customer’s values, and on the industry, customers may find more value in non-monetary or discounted rewards. Purpose: The overall objective of the study was to investigate the effect of non-monetary programs in the financial performance of selected firms in the service industry in Kenya. Methodology: The research design

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Paul, Rik, and Debapratim Purkayastha. "Customer retention at Hyundai Motor India Ltd." Emerald Emerging Markets Case Studies 3, no. 3 (2013): 1–12. http://dx.doi.org/10.1108/eemcs-06-2013-0078.

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Title – Customer retention at Hyundai Motor India Ltd. Subject area – Marketing management, services marketing, customer relationship management and strategic marketing management. Study level/applicability – This case can be taught effectively to MBA/MS students. Case overview – Hyundai Motor India Ltd (HMIL) commenced operations in India in 1996 and launched its first car in India – the Hyundai Santro – in 1998. Since then, there has been no looking back for the company. Its domestic and export sales figures have risen manifold each year and the car maker has gone on to become the second lar

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Cha, Moon-Kyung, Youjae Yi, and Richard P. Bagozzi. "Effects of Customer Participation in Corporate Social Responsibility (CSR) Programs on the CSR-Brand Fit and Brand Loyalty." Cornell Hospitality Quarterly 57, no. 3 (2015): 235–49. http://dx.doi.org/10.1177/1938965515620679.

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Pratiwi, Ayunda, Khairil Anwar Notodiputro, and Hari Wijayanto. "Pemodelan Loyalitas Konsumen Susu Pertumbuhan dalam Mengikuti Program Rewards Menggunakan Metode Random Forest dan Neural Network." Xplore: Journal of Statistics 2, no. 2 (2018): 41–48. http://dx.doi.org/10.29244/xplore.v2i2.104.

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Business competition in Indonesia has been becoming more competitive. This is the reason for companies to create a strategy in maintaining their customers through of loyalty program. However, on one of the rewards programs in nutrition companies, 37.62% of registered members have left the program or commonly known as churn. The classification model of customer loyalty is built to anticipate this, based on their profiles and activities in the program during the prediction period. The classification model is built for the two largest brands with random forest and neural network methods. These tw

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Mahalakshmi and Anusuya Devi. "A Study on Customer Satisfaction towards in Health Drinks in Theni District." International Research Journal of Management, IT & Social Sciences 5, no. 2 (2018): 69. http://dx.doi.org/10.21744/irjmis.v5i2.610.

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This research is mainly dealt with the mindset of the consumers buying health drinks. The study on the Brand Loyalty on Consumer Health Drink explains the Taste, Preference. Essential also of the consumers consuming health drinks in their day to day life. This research also focuses on the changing preference of the customers because, in today’s time, there are much more options in choosing the health drinks according to the consumers taste. To increase the customer’s satisfaction, marketers have developed various marketing programs.

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Furnelli, Anthony. "Amazon Go convenience stores: skip the lines." CASE Journal 17, no. 3 (2021): 320–32. http://dx.doi.org/10.1108/tcj-11-2020-0165.

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Theoretical basis This compact case study uses the marketing mix (product, price, place and promotion) and customer segmentation/targeting as theoretical platforms for the Amazon Go business concept. It reinforces the idea that these are important aspects in developing a successful marketing strategy especially when they are aligned with the core competencies of a firm. Additional concepts include localization strategy, loyalty and Maslow’s hierarchy. Localization focuses on merchandising and local partnerships. Customer loyalty is discussed in the context of loyalty programs and consumer trus

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Liao, Ying Kai, Giang Nu To Truong, and Phuong Minh Binh Nguyen. "Psychological and Relational Moderators for the Relationship Between Brand Equity and Its Consequences." Journal of Electronic Commerce in Organizations 18, no. 4 (2020): 93–116. http://dx.doi.org/10.4018/jeco.2020100105.

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One of the most critical marketing topics which have been widely discussed is brand equity. However, the moderating effects of relevant variables on brand equity are still inconclusive. This study focused on the potential moderating effects of consumer variables on the influences of brand equity on behavioral intention. Using a survey approach, the result of 353 cosmetics consumers showed that the level of relational moderators, including loyalty program participation, relationship age, product knowledge, and previous shopping experience would accelerate the influences of brand equity on behav

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Kiarie, John, Gabriel Kirori, and David Wachira. "Influence of Point-Based Program on Financial Performance of Selected Firms in the Service Industry in Kenya." American Journal of Finance 6, no. 1 (2021): 42–55. http://dx.doi.org/10.47672/ajf.749.

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Introduction: Points based programs are programs offered by service industries to their customers when they make a purchase. In Points based system, frequent customers earn points, which translate into some type of reward: discount, gifts, or special customer treatment, customer purchases toward a certain amount of points to redeem their reward. Purpose: This study sought to establish the influence of point-based program on financial performance of selected firms in the service industry in Kenya. Methodology: The research design adopted descriptive method of the study. The target p

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Dr. M. Kavitha, V. Anupriya, Dr G. S. Maheswari,. "FACTORS DETERMINING BRAND RESONANCE OF APPLE IPHONE." Psychology and Education Journal 58, no. 2 (2021): 6629–34. http://dx.doi.org/10.17762/pae.v58i2.3197.

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Building brand resonance in a competitive market can play an active role in the modern marketing arena. It is now widely acknowledged by companies and business enterprises that strong brand resonance will create a competitive advantage in the marketplace that will enhance their overall reputation and credibility.Brand resonance depends on a systematic understanding of the company’s consumers, competitors, and marketing environment. Brand resonance is based on appropriate identity that needs to reflect the marketing strategy and the firm’s willingness to invest in the programs needed for the br

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Calvosa, Paolo. "Loyalty Typologies and Consumer Choice Factors in the Online Sports-Betting Industry: An Explorative Study into the Italian Regulated Market." International Journal of Marketing Studies 8, no. 5 (2016): 1. http://dx.doi.org/10.5539/ijms.v8n5p1.

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<p>The paper analyses the loyalty typologies and consumer choice factors in the regulated online sports-betting industry. From the methodological viewpoint an empirical investigation has been carried out through the administration of a questionnaire towards customers who make sports bets on online gambling sites in the Italian regulated market. We have found that, in keeping with consumers’ behaviour “regularities” which normally characterize frequently purchased consumer goods markets, the number of customers who are exclusively loyal to one gambling website is rather limited and that,

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Ardianto, Eka. "Imaginative Experience: A Narrative-Dialogic Ethnography of the Community Who Adores Its Idol." Gadjah Mada International Journal of Business 9, no. 3 (2007): 379. http://dx.doi.org/10.22146/gamaijb.5592.

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Managing customer loyalty becomes an important activity in marketing management. One of the reasons is that loyal consumers tend to make good financial performances to producer. Unfortunately, gaining a loyal customer is not a trivial activity since there are gaps to understand consumer experience comprehensively. To fulfill the gaps, this article explores imaginative experience of the community who adores its idol in the light of cultural perspective. The members of the community who adores its idol experience the imaginative experience. The author argues that those phenomena are cultural per

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PAI, Chih-Hung, Kuo-Min KO, and Troy SANTOS. "A Study of the Effect of Service Recovery on Customer Loyalty Based On Marketing Word Of Mouth in Tourism Industry." Revista de Cercetare si Interventie Sociala 64 (March 6, 2019): 74–84. http://dx.doi.org/10.33788/rcis.64.6.

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Akamavi, R K., Mohamed, E., Pellmann, K., & Xu, Y. (2015). Key determinants of passenger loyalty in the low-cost airline business. Tourism Management, 46, 528-545. Baldus, B.J., Voorhees, C., & Calantone, R. (2015). Online brand community engagement: Scale development and validation. Journal of Business Research, 68(5), 978-985. Boo, H.V. (2017). Service Environment of Restaurants: Findings from the youth customers. Journal of Asian Behavioural Studies, 2(2), 67-77. Bowen, T.J., & Chen, S.L. (2015). Transitioning Loyalty Programs: A Commentary on the Relationship Between Customer L

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Aksoy, Lerzan, Jens Hogreve, Bart Lariviere, Andrea Ordanini, and Chiara Orsingher. "Relative measures in service research." Journal of Services Marketing 29, no. 6/7 (2015): 448–52. http://dx.doi.org/10.1108/jsm-01-2015-0035.

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Purpose – The purpose of this paper is to introduce an alternative novel approach to measurement of customer perceptions of the service experience that links closely with customer loyalty outcomes. Design/methodology/approach – This conceptual paper draws upon prior theory and empirical research to investigate the relevance of using relative metrics compared to absolute metrics in service research. Findings – The findings upon which this paper draws upon show that measuring customer satisfaction, likelihood to recommend, brand preference using absolute metrics explain a very small per cent of

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Gupta, Anchal, and Gomathi S. "A Review on Gamification and its Potential to Motivate and Engage Employees and Customers." International Journal of Sociotechnology and Knowledge Development 9, no. 1 (2017): 42–52. http://dx.doi.org/10.4018/ijskd.2017010103.

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The concept of gamification uses the human behavior of indulging in gaming activities and combines it with their work with the purpose of enhancing, employee engagement. Game mechanics and dynamics are able to positively influence human behavior because they are designed to drive the players above the activation threshold. Achievements, appointments, bonuses, levels, points are some of the game mechanics which are used for influencing human behavior and human desires. These human desires have been referred to as game dynamics. The applications of Gamification range from being useful in the int

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Kim, Byoungsoo. "The Role of Dedication-Based and Constraint-Based Mechanisms in Consumers’ Sustainable Outcomes in the Coffee Chain Industry." Sustainability 10, no. 8 (2018): 2636. http://dx.doi.org/10.3390/su10082636.

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Given the increase in consumers’ preferences for coffee, it is becoming important to understand their decision-making processes in the coffee chain context. To deepen the understanding of sustainable outcomes in this context, this study investigates the role of dedication- and constraint-based mechanisms in forming consumers’ repurchase and positive word-of-mouth (WOM) intentions, two critical sustainable outcomes. We examined the effects of coffee quality, the quality of the physical environment, and service quality in accelerating the formation of dedication-based factors. Moreover, this stu

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Mican, Daniel, and Dan-Andrei Sitar-Taut. "Analysis of the Factors Impacting the Online Shopping Decision-Making Process." Studia Universitatis Babes-Bolyai Oeconomica 65, no. 1 (2020): 54–66. http://dx.doi.org/10.2478/subboec-2020-0004.

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AbstractSelecting online the most suitable product or service can be a draining process, and the broad diversity of products on retailers’ websites is overwhelming. Following this, there has been a high interest in examining buyers’ motivations and recognizing the determinant factors that affect the decision-making process in the case of online shopping. Hence, in this article, we carried out an empirical study and we analyzed to what extent certain factors such as product features, confidence in the online shop, product reviews, product price, consumer evaluations, the trust of the sources, u

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Kudina, Alevtyna. "Brand management system of fashion-industry enterprises." Marketing and Digital Technologies 5, no. 1 (2021): 113–25. http://dx.doi.org/10.15276/mdt.5.1.2021.7.

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Aim of the article. The purpose of the article is to reveal the system of brand management implementation in fashion companies and to develop a plan to create a brand management department in such companies. Analyses results. The style and basic principles of brand management should be based on the company's activities and technologies that should be used in brand management and communication strategy with the target audience. Based on this information, we have a functional structure for the implementation of brand management in the company, as well as areas of responsibility of the company's

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Dr. M. Ganesan @ Kanagaraj, K. Guru, K. Dr S. Raja,. "Impact of Corporate Social Responsibility on the Organisational Performance – A Study With Reference to Select Companies in Chennai City – Reviews and Conceptual Frame Work." Psychology and Education Journal 58, no. 2 (2021): 277–85. http://dx.doi.org/10.17762/pae.v58i2.1756.

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Corporate Social Responsibility (CSR) is a management concept where by the companies integrates social and environmental concerns in their business needs, operations and interactions with their stakeholders. Corporate social responsibility is important to both consumers and company’s .CSR is generally understood as being the way through which a company achieves a balance of economic, environmental and social imperatives, while at the same time it also helps in addressing the expectations of shareholders and stakeholders. A properly implemented CSR concept can bring along a various variety of c

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Etheredge, Coleman L., and Tina M. Waliczek. "Perceptions of Environmental Health and Willingness to Compost Fresh Cut Floral Waste by Retail Flower Shop Owners." HortTechnology 30, no. 6 (2020): 751–60. http://dx.doi.org/10.21273/horttech04724-20.

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In the United States there has been a push to convert industries to a more environmentally sustainable business attitude in recent years. Environmentally sustainable practices are not only good for the environment, but there is increasing evidence these practices lead to an increase in customer loyalty. The trend of self-regulation, willingly imposing more stringent environmental policies than required by the government, is progressing toward a time where environmentally friendly practices will be a competitive necessity for businesses to survive. The main purpose of this research was to inves

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Nurcahyati, Rinta, Bambang Mursito, and Eny Kustiyah. "LOYALITAS PELANGGAN MELALUI PROGRAM SUBSIDI, COMPLAINT HANDLING DAN CITRA MEREK KORAN KOMPAS PADA PT. POLAMEDIA CIPTA NUSANTARA CABANG SOLO." JURNAL ILMIAH EDUNOMIKA 4, no. 01 (2020). http://dx.doi.org/10.29040/jie.v4i01.886.

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This study aims to determine customer loyalty through the subsidy program, complaint handling, and the image of Kompas Newspapers in PT Polamedia Cipta Nusantara. The dependent variable (Y) in this study is customer loyalty. Independent variable (X1) Subsidy program, (X2) Complaint handling, and (X3) Brand image. Methods of data analysis using multiple linear regression. This study used a sample of 100 respondents using simple random sampling techniques. Collecting data using a questionnaire that has passed the validity and reliability test Whereas for data programs using IBM SPSS 21.0 statist

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Reinert, Cristina D., and Jill A. Murray. "Successful Implementation of Pharmacy Retail Store Loyalty Reward Programs." International Journal of Applied Management and Technology 16, no. 1 (2017). http://dx.doi.org/10.5590/ijamt.2017.16.1.10.

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Loyalty reward programs are utilized within various industries as a key marketing strategy. A successfully implemented loyalty reward program benefits both the consumer and the company. The purpose of this multicase study was to explore strategies that pharmacy retail managers use to deliver loyalty reward programs. The theory of planned behavior was used as the conceptual framework to guide the study. Mobile technology, customer involvement, brand management, and tier-based rewards were the themes that emerged during data analysis. The findings are of interest to pharmacy retail managers and

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Dhar, Clinton. "FACTORS AFFECTING BRAND LOYALTY IN THE FOOTWEAR INDUSTRY – “A CASE STUDY OF BANGLADESH." ICRRD Quality Index Research Journal 2, no. 2 (2021). http://dx.doi.org/10.53272/icrrd.v2i2.3.

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The Footwear Industry is an important section of the leather industry in Bangladesh. Bangladesh has been ranked 8th in terms of footwear production in the world in 2016. The purpose of this research is to investigate how the respondents are influenced by factors of brand loyalty towards the footwear industry. In order to increase customer satisfaction and drive them to be brand loyalists, marketers are encouraged to develop aggressive marketing programs. The five factors of Brand loyalty are Product Quality, Service Quality, Price, Promotion and Customer Satisfaction. Questionnaires were distr

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Yerpude, Samir, and Tarun Kumar Singhal. "“Custolytics”." International Journal of Emerging Markets ahead-of-print, ahead-of-print (2019). http://dx.doi.org/10.1108/ijoem-05-2018-0250.

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Purpose The purpose of this paper is to build a customer engagement strategy for an emerging market using the Internet of Things (IoT) origin real-time data analytics for a classical retail business to customer domain. Design/methodology/approach The study presented is twofold. First, it empirically tests a theoretical model where the impact of different parameters influencing customer engagement are validated, and its influence on the resultant parameters, i.e. brand loyalty and brand ambassador, is analyzed. Second, it emphasizes on the use of real-time IoT origin data in customer analytics

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Shin, Minjung, Ki-Joon Back, Choong-Ki Lee, and Young-Sub Lee. "The Loyalty Program for Our Self-Esteem: The Role of Collective Self-Esteem in Luxury Hotel Membership Programs." Cornell Hospitality Quarterly, May 29, 2021, 193896552110174. http://dx.doi.org/10.1177/19389655211017449.

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This research explores the social mechanism of luxury hotel membership programs and extends current loyalty program literature that has mainly examined membership programs from a mental-accounting perspective. By building upon the social identity theory, this study posits that luxury hotel membership programs provide social platforms, allowing members to construct a collective identity and collective self-esteem. Consequently, collective self-esteem is proposed as an antecedent of customer–brand relationship constructs, such as commitment, switching resistance, and word of mouth. Members from

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"Mediating Effect of Brand Identity on Social Support and Customer Loyalty among Selected Supermarkets in Western Kenya." IJARKE Business & Management Journal 1, no. 3 (2019). http://dx.doi.org/10.32898/ibmj.01/1.3article06.

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Ishumael, Vingirayi, Brighton Nyagadza, Mavhunga Charles, and Nyasha Munjeri. "Customer Retention Strategies Effectiveness in the Zimbabwean Medical Industry: Perspectives from Cellmed Health Fund." European Journal of Business and Management Research 4, no. 6 (2019). http://dx.doi.org/10.24018/ejbmr.2019.4.6.83.

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The main objective of the study was to examine customer retention strategies at Cellmed Health, from the period 2012 to 2018. The focused was mainly on impact of customer retention strategies on market share, profit and sales turnover. A descriptive survey design was used with both qualitative and quantitative methods. Sixty participants from Cellmed Health were involved in the research. The study used both primary and secondary data where the primary data was collected using questionnaires and interviews while the secondary data was obtained from annual reports and magazines of the company. D

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