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Relevant bibliographies by topics / Loyalty programs; Customer loyalty; Retention / Dissertations / Theses

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Dissertations / Theses on the topic 'Loyalty programs; Customer loyalty; Retention'

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Published: 4 June 2021

Last updated: 1 February 2022

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1

Selivanova, Olga. "Building Loyalty in Consumer Markets." Master's thesis, Vysoká škola ekonomická v Praze, 2009. http://www.nusl.cz/ntk/nusl-18103.

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In the first chapter this thesis summarizes all different viewpoints of marketers and other experts in business concerning customer loyalty definition. The second chapter discusses a role customer loyalty plays in business of companies. By selecting appropriate definition of customer loyalty, the purpose of this thesis would be to describe all benefits associated with customer loyalty and suggest solution for their expression in economic terms. These topics are discussed in Chapter 3 and 4. In addition in Chapter 5 and Chapter 6 management of customer loyalty and its determinants will be intro

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2

Bergman, Louise, and Dina Hatab. "Lojalitet och kundnöjdhet : En fallstudie om hur hotellreceptionister arbetar med lojalitetsprogram." Thesis, Örebro universitet, Restaurang- och hotellhögskolan, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:oru:diva-51927.

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3

Anniroot, Justin. "The impact of new partners entering partnership loyalty programmes on customer acquisition and retention." Diss., University of Pretoria, 2015. http://hdl.handle.net/2263/52423.

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The aim of the research is to determine how the entry of a partner into a partnership loyalty programme affects customer acquisition and retention for the new partner and existing partners. This research addresses the gap in academic research pertaining to customer acquisition and retention. This study aimed to provide business practitioners with insight when deciding whether to start a standalone single vendor programme or to join an existing partnership programme. This research was a descriptive longitudinal study of a partnership loyalty programme that operated in the financial services se

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Gomes, Daniela Cabral. "Word of mouth, referral marketing e a lealdade dos clientes no contexto B2B." Master's thesis, Instituto Superior de Economia e Gestão, 2017. http://hdl.handle.net/10400.5/14886.

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Mestrado em Ciências Empresariais<br>Num contexto empresarial cada mais competitivo torna-se cada vez mais importante que uma empresa se consiga destacar e a retenção de clientes torna-se fundamental. Os métodos tradicionais já não têm o mesmo efeito e o Word of Mouth surge como um dos métodos mais bem-sucedido na aquisição de clientes, principalmente em contexto B2B onde as decisões tomadas têm um maior impacto. É nesse contexto que se insere o presente estudo onde se questiona a possibilidade de poder associar positivamente os clientes adquiridos via programas de referrals ao seu estado de

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Romppanen, Maiju, Cecilia Kellgren, and Ladan Moradi. "Customer Loyalty Research : Can customer loyalty programs really build loyalty?" Thesis, Jönköping University, JIBS, EMM (Entrepreneurship, Marketing, Management), 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-729.

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<p>Background:</p><p>During the last decades the efforts to foster customer relationships have become important due to increased competition in the consumer markets. One of the most popular strategies have been to introduce customer loyalty programs which are believed to enhance the customer loyalty. The popularity of the customer loyalty programs is based on the beliefs that loyal customers are lucrative and these programs would bond the customers to the company. More recently however, the discussion whether these statements are accurate has started to blossom. Loyal customers are not necessa

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Sharp, Byron Malcolm. "Evaluating the impact of a loyalty program on brand loyalty : can loyalty programs produce deviations from established 'Dirichlet' patterns of repeat-purchase? /." Title page, contents and abstract only, 1999. http://web4.library.adelaide.edu.au/theses/09PH/09phs5308.pdf.

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7

Jeon, Sang Mi. "The influence of perceived loyalty program value on satisfaction, switching costs, and attitudinal and behavioral loyalty an empirical investigation of a casino loyalty /." Diss., Connect to online resource - MSU authorized users, 2008.

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Thesis (Ph.D.)--Michigan State University. Community, Agriculture, Recreation, and Resource Studies, 2008.<br>Title from PDF t.p. (viewed on July 7, 2009) Includes bibliographical references (p. 137-145). Also issued in print.

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8

Craucamp, Frederik Willem. "Factors influencing customer retention, satisfaction and loyalty in the South African banking industry." Thesis, North-West University, 2012. http://hdl.handle.net/10394/9009.

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Customer retention, loyalty and satisfaction are extremely important elements in any company’s strategy, especially in the highly competitive South African banking industry. Understanding the various factors that could influence these constructs is therefore critical to organizational success. Several studies showed the impact of these measures on profitability and shareholder value, but there has been little effort to access the factors that might lead to higher levels of retention, loyalty and satisfaction, especially in the banking industry. This paper examines the antecedents of customer r

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Cassab, Harold. "Multi-channel service : performance and implications for customer retention /." Thesis, Connect to this title online; UW restricted, 2005. http://hdl.handle.net/1773/8749.

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10

Naveed-ur-Rehman, Muhammad. "Customer Retention Strategies of Compressed Natural Gas (CNG) in a Developing Country (Pakistan)." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-24338.

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Background: Statistics say that Pakistan is the third largest user of compressed natural gas, its increased demand has encouraged investment in this sector. Number of stations has doubled in less than four years, this has increased the ratio of competition and low amounts of profit. Cut throat competition forces retailers to work on quality for customers’ retention and for this retailers are expected to understand the needs and requirements of their customers. This understanding is the only key to customer retention. Research undertaken focus on the key issues faced by CNG stations for custome

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Pile, Emelie, Amanda Sahlin, and Ida Kånneby. "Loyalty in e-commerce : Less is actually more." Thesis, Linnéuniversitetet, Institutionen för organisation och entreprenörskap (OE), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-43548.

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Internet has brought new opportunities for companies to do business with each other. The company should focus on increasing loyalty to achieve customer retention and long-term relationships. Today, customer loyalty is critical for the company to survive on the competitive market, especially in the context of e-commerce. A loyal customer have higher propensity to stay in the relationship, resulting in long-term benefits for both parties such as reduced transaction costs as well as an enhanced competitiveness. Therefore, the purpose of this thesis is to explore the factors that drive customer lo

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Genre-Grandpierre, Loriane. "Customers’ expectations and loyalty to their loyalty programs : How customers are reacting according to their socio-demographic factors." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-44576.

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Background: Nowadays with the very competitive business environment, it is essential for companies to gain loyal customers. Loyalty programs are one of the tools at the disposition of companies to attract and retain their customers. The relationship between customer loyalty and some socio-demographics factors have been a subject of researches but the specific relationship between socio-demographics factors and customer loyalty programs has not been studied yet. This study is going to try to fulfil this gap. Purpose: To study the influence of socio-demographic factors on customers’ expectation

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Gualberto, Renato Heneine. "An analysis of the impact of the Priority Club Rewards programme on the Crowne Plaza Auckland Hotel's revenue development performance a thesis is submitted to Auckland University of Technology in partial fulfilment of the requirements for the degree of Master of International Hospitality Management (MIHM), 2007 /." Click here to access this resource online, 2007. http://aut.researchgateway.ac.nz/handle/10292/103.

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Lin, Chien-Chiang. "Evaluating effects of customer satisfaction, customer loyalty and store image on customer retention: an examination in retail setting." Thesis, University of Manchester, 2005. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.488381.

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Habberton, Colin Vincer. "Loyalty : the translation of information into value?" Thesis, Stellenbosch : University of Stellenbosch, 2005. http://hdl.handle.net/10019.1/15496.

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Thesis (MPhil (Information Science))--University of Stellenbosch, 2005.<br>ENGLISH ABSTRACT: Loyalty programmes have become very popular over the last 10 years and many businesses have chosen to implement such programmes to support their marketing strategies. Fundamental to the functioning and success of such loyalty programmes is the ability to gather, process, analyse and apply information regarding a business' customers. Such information is generated through customers' interactions with the programme and the business to which it is linked, as well as the various services and their pro

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Ahlström, Sofia, and Niklas Wangsell. "The impact of club card on store loyalty : An empirical study of a Swedish grocery retailer." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-16241.

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The aim of this study is to investigate whether club card loyalty have an impact on customers store loyalty. A secondary purpose is to distinguish which attributes of a loyalty card that ICA’s customers prefer, with the focus on the variables; direct- versus indirect rewards, monetary- versus nonmonetary rewards, necessary- versus luxury rewards and immediate- versus delayed rewards.

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Ha, Sejin. "How customer loyalty programs can influence relational marketing outcomes using customer-retailer identification to build relationships /." Columbus, Ohio : Ohio State University, 2007. http://rave.ohiolink.edu/etdc/view?acc%5Fnum=osu1190142786.

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Pezeshki, Vahid. "Three dimensional modelling of customer satisfaction, retention and loyalty for measuring quality of service." Thesis, Brunel University, 2009. http://bura.brunel.ac.uk/handle/2438/4350.

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The aim of this thesis is to propose a model that explains the relationship between customer satisfaction, retention and loyalty based on service quality attributes. The three elements of satisfaction, retention and loyalty towards products represent ongoing challenges for the corporate financial performance. Customer behaviour analysis (known as business intelligence or customer relationship management or customer experience management) has become a major factor in the corporate decision making and strategic planning processes. Prevailing logic dictates that by improving service attributes on

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Eckhart, Emma, and Wastesson Linnéa Thomé. "Kundlojalitet inom lojalitetsprogram." Thesis, Högskolan i Borås, Institutionen Handels- och IT-högskolan, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-18090.

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Bakgrund Som en följd av ett hårdare marknadsklimat har allt fler företag antagit en mer kundorienterad inriktning med kundrelationer i fokus (Xie & Chen 2013). Lojala kunder är en värdefull tillgång för företag, och allt fler forskare framhåller vikten av att behålla och vårda de befintliga kunderna (Bahaedin 2012). Ett verktyg för att erhålla och behålla lojala kunder är lojalitetsprogram (Lui & Yang 2009) men inom forskningen råder det delade meningar kring lojalitetsprogrammens effekt och huruvida man erhåller lojala kunder. Motsättningarna kring programmens effekter tyder på att m

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Haro, Vicente Juan Carlos, and Emelie Sun. "Customer Loyalty in the Swedish Telecommunication Industry : A case study at Telia." Thesis, Linköpings universitet, Logistik- och kvalitetsutveckling, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-119928.

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There are two main purposes of this thesis. The first one is to get a better understanding of the aspects affecting customers’ loyalty in the telecommunication industry, in the context of when customers are using the services. The second purpose is to look into what the case company gains by having customers that are more loyal, where the degree of loyalty is measured by the Net Promoter Score metric. The methodology used to carry out the research is a case study with an approach that is both qualitative and quantitative. Where the quantitative approach has the largest share. Two datasets have

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Anderson, Louise. "Make a customer, not a sale : A study on customer's perception of loyalty programs." Thesis, Stockholms universitet, Marknadsföring, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:su:diva-98854.

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The Swedish food retail industry is one with fierce competition, small product differentiation and increasingly disloyal customers. Consequently in order to create and retain loyal customers many of the stores offer some kind of loyalty schemes. The effectiveness of loyalty programs have been questioned, but it is proposed that in order for a loyalty program to be successful it must offer benefits that are perceived as valuable by customers. Thus the purpose of this qualitative study is to investigate how customers value loyalty programs and how this might affect them in a context where many c

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Wachtlová, Dominika. "Optimization of Triola Plc. Loyalty Programme." Master's thesis, Vysoká škola ekonomická v Praze, 2015. http://www.nusl.cz/ntk/nusl-205717.

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The aim of this thesis is to suggest optimizations for Triola Plc. loyalty program based on theoretical understanding of loyalty and its role in success of a company, as well as numer-ous practical analyses. The thesis is divided into two main parts. The first part overviews the theoretical knowledge about consumer loyalty and how loyalty program can be an ef-fective tool in building said loyalty. The second part is formed of variety of practical anal-yses, including analysis of Triola sales data, data mining analysis using MML-TGI data ana-lyser, consumer survey and lastly benchmarking analys

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23

Swiegelaar, Carlo. "The influence of memebers' perceptions of the smart shopper loyalty programme on their loyality to the Pick 'n Pay store in George." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1020817.

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In times of economic recession, retailers tend to focus particularly on creating consumer loyalty. Consumers with limited resources search for the best possible alternatives to save money. The latter makes it very difficult for retailers to keep consumers loyal. Marketers claim that successful loyalty programmes can assist retailers in creating consumer loyalty. Based on their structural similarities, Pick 'n Pay adapted the Smart Shopper loyalty programme from Tesco in the United Kingdom in May 2011. This study examined the influence of members' perceptions of the Smart Shopper loyalty progra

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Banna, Hasanul, and Naseef Rahman. "Impact of relationship marketing on customer loyalty in banking sector of UK." Thesis, Högskolan i Gävle, Företagsekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-33469.

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Banking sector is one of the largest sectors dealing with individual customers directly and in fact the success and profitability of company is also based on the number of customer base and their level of transactions. The current banking industry is under immense pressure because now the customer switching is quite common but the banks are still trying to sustain their customer base by managing the customer loyalty program through effective customer relationship management. The current study revolves around the customer relationship and customer loyalty in banking sector of UK. The study has

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Kindblom, Helena, and Victoria Renström. "Growth in the Age of the Customer : A Comparative Case Study on Leveraging Emotion, Engagement and Loyalty." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-355133.

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With the significant shifts and upheaval in the marketplace due to digitalisation, and evolving customer behaviour, it is becoming increasingly imperative for businesses to build and maintain strong connections with their customers. This new business setting causes major implications for companies’ formulation of strategies. Therefore, this thesis aims to map out points-of-parity and points-of-difference with regards to how two companies leverage customer emotion, customer engagement and customer loyalty in order to achieve growth, which is defined as the stages of customer acquisition, custom

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COSTA, PATRICIA PAIVA DE LACERDA. "CRM AS A TOLL FOR INCREASE OF CUSTOMER RETENTION AND LOYALTY IN THE BRAZILIAN TELECOMMUNICATIONS MARKET." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2004. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=5438@1.

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Este trabalho tem como objetivo principal avaliar, dentro do mercado brasileiro de telecomunicações, qual a relação existente entre a adoção do CRM (Customer Relationship Management) e a questão do incremento na satisfação, retenção e fidelização de Clientes. Para isso, através de entrevistas conduzidas com profissionais das áreas de Marketing, Atendimento ao Cliente e Tecnologia da Informação, buscou-se traçar um panorama geral, onde os seguintes aspectos foram levantados/avaliados: o entendimento das organizações pesquisadas frente às estratégias e ferramentas de CRM, o grau de maturi

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Lukáčová, Jana. "Analýza vernostného programu spoločnosti IKEA." Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-72239.

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Based on the theoretical background concerning customer loyalty and loyalty programs, the master's thesis analyzes and assesses the loyalty program of IKEA. The program is compared to the loyalty programs of competitors on the Czech market. Based on the primary research using a questionnaire, the master's thesis studies the extent of participation of customers in the loyalty program, the way the program is perceived and for whom it is the most attractive. Improvements are proposed based on the findings.

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Birkedal, Micaela, and Gabrielle Meister. "Brand loyalty towards cell phones : A study of Generation Y in Sweden." Thesis, Högskolan i Halmstad, Sektionen för ekonomi och teknik (SET), 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-25729.

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The purpose of this thesis is to find if the Swedish Generation Y is more brand loyal to cell phones compared to other consumerelectronic, and to find out if some set factors of loyalty affects Generation Y's loyalty more than other. The conclusion of this thesis is that Generation Y is more loyal to their cell phone brand compared to other consumer electronics, and that the set factors presented are affecting their brand loyalty to different extent.

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Brophy, Keith. "Assessing the Efficacy of Guest Loyalty Programs in the Hotel Industry: A Case Study of Kimpton Hotels." ScholarWorks@UNO, 2006. http://scholarworks.uno.edu/td/317.

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Since 2004, several small hotel chains have introduced guest loyalty programs in order to give their guests "big chain perks" while keeping a boutique identity. Recent studies have raised concerns that loyalty programs do not create brand loyalty. By looking at Kimpton Hotel's recently introduced program, Kimpton InTouch, this study examines the potential for operationalizing guest loyalty programs in a small boutique hotel chain setting. The study utilizes guest information gathered through customer surveys and reviews guest visits and spending patterns to see if there is any indica

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KrugerKruger, Liezl-Marié Liezl-Marié. "The influence of relationship intention on satisfaction, loyalty and retention following service recovery in the cellular industry / Liezl-Marié Kruger." Thesis, North-West University, 2014. http://hdl.handle.net/10394/11488.

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It is common practice for service providers, such as cell phone network providers, to utilise relationship marketing strategies in an effort to retain their customers and thereby to increase profitability. Customers with relationship intentions are willing to respond to such efforts while other customers will refrain. Service failures negatively impact relationship marketing efforts and thus complicate service providers’ relationship-building efforts. Therefore, service providers endeavour to restore customers’ post-recovery satisfaction and loyalty through service recovery efforts to retain t

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Sethapan, Wathanee. "The study of customer share marketing." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2701.

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This project will describe the nature of customer share marketing, its advantages and disadvantages. The project discusses how the marketing theme is graduating customers from market share marketing to customer share marketing and the use of customer share marketing to retain and grow existing customers.

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Tubulekas, Alexis. "The effects of personalized email communication within loyalty programs for businesses without possibilities for e-commerce." Thesis, KTH, Skolan för datavetenskap och kommunikation (CSC), 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-210038.

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Communicating data-driven and personalized marketing content is today common among large B2C businesses with loyalty programs. Email has become the standard digital channel for this type of communication as it offers high cost-efficiency among digital channels and great possibilities for creating appealing content customized to the customer. This thesis aims to identify what effects personalized communication through email can lead to within loyalty programs and whether businesses should invest in personalized email communication. The methodology consisted of two quantitative case studies in t

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Thörnblad, Andreas, Marcus Ahlmén, and Petter Jönsson. "Customer Relationship Management within the Industry of Speciality Stores : How customer loyalty can be explained by satisfaction, trust and commitment." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19099.

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The purpose of this thesis is to explain how satisfaction, trust and commitment impacts customer retention and word-of-mouth communication within the industry of Speciality Stores. The study takes off from a historical perspective where the development of marketing is presented, which ultimately leads to customer relationship management (CRM). The study raises the components of customer loyalty and the difficulties of how to build successful customer relationships within the industry of Speciality Stores. A survey questionnaire is conducted and distributed digitally to respondents that are cus

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REZENDE, ADRIANA SODERO. "THE IMPACT OF CUSTOMERNULLS SATISFACTION AND LOYALTY ON CUSTOMER`S RETENTION IN THE MOBILE TELECOMMUNICATIONS SERVICE AN INTEGRATIVE MODEL." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2003. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=4099@1.

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CONSELHO NACIONAL DE DESENVOLVIMENTO CIENTÍFICO E TECNOLÓGICO<br>O objetivo principal deste trabalho consiste em identificar, dentre um conjunto de atributos de satisfação, lealdade e retenção, os elementos que têm maior impacto na retenção de clientes no serviço de telefonia celular. Foi realizada uma pesquisa de campo com uma amostra de 123 usuários do serviço de telefonia celular prestado por operadoras no estado do Rio de Janeiro. Inicialmente são discutidos os conceitos de satisfação, lealdade e retenção de clientes acompanhados pela identificação dos principais atributos destes e

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Datta, Palto Ranjan. "Relationship marketing and customer retention in Bangladesh's food retailing sector." Thesis, University of Hertfordshire, 2017. http://hdl.handle.net/2299/19697.

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The context of this study is Bangladesh`s food retailing sector. The main purpose of this study is to investigate the relationship between Customer Relationship Marketing (CRM) and customer retention. Since Independence in 1971, Bangladesh has made solid progress and made substantial improvements in its economy, with GDP growth of 5-6% consistently over the past decade. With the real economic growth coupled with rapid urbanisation, the country has witnessed a new form of organised retailing that started to emerge in early 2000. This organised retail format is undergoing a period of unprecedent

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Hyytiäinen, Josephine, and Anna Braatz. "Kundlojalitet : En studie om hur långsiktiga kundrelationer skapas på en tjänstemarknad." Thesis, Södertörn University College, School of Business Studies, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-3588.

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<p><strong>Purpose:</strong> The study aims to, from a companys point of view, describe how strategic work with customer loyalty is done.</p><p><strong>Conclusion:</strong> Another possible way to try to create loyalty is to exceed the expectations whether the customer is a member of the loyalty program or not. A strong brand with a good reputation can also contribute to a stronger loyalty. Reward systems gradually reward the customers since they first need to collect points, or in this case miles, to be able to use them later on. The staff is often educated in service to be able to interact w

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Myoli, Chuma. "A customer retention framework for the port of Ngqura container commodity." Thesis, Nelson Mandela Metropolitan University, 2017. http://hdl.handle.net/10948/14179.

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The maritime sector plays an important role in economies across the globe. Ports in particular are the backbone of the economy of countries endowed with shorelines as they facilitate foreign trade through the importation and exportation of goods to and from their domestic markets. South Africa’s latest addition to its complimentary ports system, the Port of Ngqura, is positioned as a container transshipment hub and a gateway port to Africa with its world-class infrastructure and deep-water container berths at 18 metres, the deepest on the African continent. Ports, whose main mandate is the con

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Brink, Sophia. "Belasbaarheid van klientelojaliteitsprogramtransaksies in Suid-Afrika." Thesis, Stellenbosch : Stellenbosch University, 2012. http://hdl.handle.net/10019.1/20342.

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Thesis (MAcc)--Stellenbosch University, 2012.<br>ENGLISH ABSTRACT: Client loyalty programmes are a common phenomenon in the South African market. Despite the fact that client loyalty programmes have been prevalent in South Africa since the 1980‟s, the South African Revenue Service has issued no guidance on the treatment of client loyalty programme transactions in the hands of the consumer. Benefits received in the form of goods, services or discounts from a client loyalty programme are not subject to normal South African income tax based on the current practice in South Africa. The main objec

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Arline, Hilda Jordan. "Marketing Strategies Used by Franchise Small Businesses to Retain Customers." ScholarWorks, 2016. https://scholarworks.waldenu.edu/dissertations/2783.

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Franchised small businesses will not survive their first 5 years if they cannot implement marketing strategies that appeal to their customers. The purpose of this multiple case study was to explore the marketing strategies that successful franchise small business leaders used to retain customers. The population comprised 4 business leaders at franchise small businesses in North Carolina. Competitive advantage theory and blue ocean theory grounded this study. Data were collected using semistructured face-to-face interviews and review of company marketing materials. Data were thematically analyz

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Forsberg, Matilda, and Olivia Larsson. "Strävan efter kundlojalitet : Utformning av lojalitetsprogram och avgiftsbaserade medlemskap i textilbranschen." Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-14775.

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Utmaningarna med att befinna sig i en ständigt föränderlig bransch som mode- och textilindustrin har visat sig vara stora. Konkurrensen företag emellan ökar och kunder har därmed blivit allt mindre lojala till enskilda varumärken. För att bibehålla företagets konkurrensfördelar har strategier utvecklats för upprätthålla kundens lojalitet gentemot varumärket, bland annat i form av lojalitetsprogram. Tidigare forskning visar emellertid på inkonsekventa bevis kring hur effektiva dessa program faktiskt är och huruvida de leder till ökad kundlojalitet. Problemet har sin grund i att det finns en utb

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Mendes, Vanessa Célia Leal. "Proposta de metodologia para a elaboração de um programa de fidelização de clientes." Master's thesis, Instituto Superior de Economia e Gestão, 2013. http://hdl.handle.net/10400.5/6071.

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Mestrado Marketing<br>“Programa de fidelização de clientes” é um tópico bastante comum atualmente. Parece quase obrigatório que todas as empresas desenvolvam um programa deste tipo, para que consigam reter os seus clientes através da oferta de recompensas aliciantes. Isto poderá potencializar um aumento nas vendas e nos lucros das empresas. Porém, os programas de fidelização não estão isentos de críticas e dúvidas. A lealdade a 100% não existe e, não é por fazerem parte de um programa de fidelização que os clientes vão começar a comprar mais e com maior frequência nas empresas – é necessário h

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O'Connell, Michael Thomas. "Closed Loop Satisfaction Measurement: New Wine from Old Bottles." PDXScholar, 2011. https://pdxscholar.library.pdx.edu/open_access_etds/221.

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A field experiment examines within a financial services firm the impact of a customer satisfaction survey-based intervention that enables front-line employees to identify and contact less-than satisfied customers (less than 9 on a 10-point scale) to proactively prevent potential customer defections. The impact is measured using operational data from 28,000 new customers and their associated defection behavior over a period of eight years. The experiment applies binomial Z-tests of proportions to assess the difference in defection rates of targeted and non-targeted customers before and after th

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Hu, Hsin-Hui. "Personality types and consumer preferences for multiple currency usages a study of the restaurant industry /." Connect to resource, 2005. http://rave.ohiolink.edu/etdc/view?acc%5Fnum=osu1123254977.

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Thesis (Ph. D.)--Ohio State University, 2005.<br>Title from first page of PDF file. Document formatted into pages; contains xii, 178 p.; also includes graphics (some col.). Includes bibliographical references (p. 115-128). Available online via OhioLINK's ETD Center

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Smedley, Lisa. "Customer Perceived Value of Credit Card Rewards : A study on Canadian Consumers." Thesis, Högskolan i Gävle, Akademin för utbildning och ekonomi, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-13865.

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Abstract Title: Customer Perceived Value of Credit Card Rewards - A study on Canadian Consumers Level: Final assignment for Bachelor’s Degree in Business Administration Author: Lisa Smedley Supervisor: Jonas Kågström Date: 2013 - January Aim: The aim of this study is to investigate what influences Customer Perceived Value; where Canadian consumers’ preferences lie in terms of rewards in the Canadian credit card industry. Method: After researching previous studies and determining what constructs have been utilized prior on similar research topics, I implement a quantitative, and t

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Kapetanakis, Anna, and Johan Eriksson. "Lojalitet genom bonusprogram, en framgångsrik strategi? : En studie av servicenäringen." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-16886.

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Syfte: Syftet med denna studie är att undersöka vilka värden som på längre sikt har avgörande betydelse för att engagera en kund med avseende på lojalitetsprogram. Metod: I studien användes en kvantitativ metod där en enkät med stängda svarsalternativ skickades ut till ca 30 000 respondenter. Till enkäten användes ordinal- och nominalskala för att möjliggöra Spearman’s rho korrelationsanalys med hjälp av statistiska mjukvaran IBM SPSS. Analyserna användes sedan för acceptera eller förkasta de hypoteser som deducerats från teorin. Resultat: Resultatet visade att trots en pågående negativ trend

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Ferreira, António Filipe Andrade Caldeira. "Programas de fidelidade em hotelaria: o caso Porto Bay." Master's thesis, Instituto Superior de Economia e Gestão, 2010. http://hdl.handle.net/10400.5/2439.

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Mestrado em Marketing<br>As estratégias de relacionamento constituem um dos principais factores de diferenciação utilizados actualmente pelas cadeias hoteleiras e que têm por objectivo atingir a fidelização dos clientes, sendo que o CRM (Customer Relationship Management), através da utilização dos programas de fidelidade é uma das formas de atingir essa meta, daí que o estudo pretende investigar formas de aumentar o valor do relacionamento entre o Grupo Porto Bay e os seus clientes, respondendo assim a esta questão de investigação. A metodologia adoptada foi de natureza qualitativa e possuiu u

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Åman, Robert. "Understanding when customers leave : Defining customer health and how it correlates with software usage." Thesis, Uppsala universitet, Institutionen för teknikvetenskaper, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-329220.

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More and more businesses today focus on building long-term customer relationships with the objective to secure recurring revenues in competitive markets. As a result, management philosophies such as Customer Success have emerged, which underlines the importance of knowing your customers in order to make them stay. A common way of tracking the well-being of a firm's customers is the use of customer health scores. Such tools monitor assembled data and indicate whether a customer is doing fine, or is in the risk zone of ending the business relationship. However, there exists little to no consensu

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Santos, Helder Miguel Ferreira Rebelo dos. "Análise da rendibilidade de uma carteira de seguros." Master's thesis, Instituto Superior de Economia e Gestão, 2012. http://hdl.handle.net/10400.5/10829.

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Mestrado em Ciências Empresariais<br>Uma característica intrínseca aos seguros e fundos de pensões tem a ver com o facto de se receberem os prémios ou as contribuições antes do risco de existir e os pagamentos de indemnizações ou de pensões só se efectuarem posteriormente. Entretanto é inprescindivel constituir provisões para assegurar o cumprimento das responsabilidades assumidas a longo prazo.Por sua vez, as provisões são investidas em activos financeiros que gerem im determinado fluco de rendimentos ao longo do tempo e que estão sujeitos a certos riscos. É necessário escolher os activos ade

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Franco, Marianna Nacouzi de Mello. "Nova regulamentação sobre arranjos de pagamento: análise da diferenciação de preços na utilização de cartões." reponame:Repositório Institucional do FGV, 2018. http://hdl.handle.net/10438/21969.

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Submitted by Marianna Nacouzi Nacouzi de Mello Franco (ma.nacouzi@gmail.com) on 2018-04-05T22:56:26Z No. of bitstreams: 1 Dissertação MPA Marianna Nacouzi de Mello Franco Versão Final.pdf: 2141421 bytes, checksum: 3c0ff43e666fed444034804bb9e3a46c (MD5)<br>Rejected by Mayara Costa de Sousa (mayara.sousa@fgv.br), reason: Marianna, boa tarde Alguns itens devem ser ajustados de acordo com as normas: 1. O texto "Campo de Conhecimento: Tecnologia da informação, Meios de pagamento, Fidelização" na contra capa e folha de aprovação deve ficar à esquerda da página. 2. As palavras-chave dev

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Forgas, Coll Santiago. "Antecedentes de la lealtad en los entornos on line y off line: un análisis empírico aplicado al sector de la aviación civil." Doctoral thesis, Universitat de Girona, 2009. http://hdl.handle.net/10803/7960.

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El objetivo de esta investigación es analizar la lealtad de los usuarios de líneas aéreas tanto en el entorno online como en el entorno offline. La revisión bibliográfica ha identificado tres antecedentes: la satisfacción, la confianza y el valor percibido. Se ha llevado a cabo un estudio empírico realizándose un total de 1710 entrevistas personales en el aeropuerto del Prat (Barcelona) a usuarios de dos compañías aéreas tradicionales, Iberia y British Airways, y a una compañía low cost, Easyjet. Se trata de las tres compañías que operan con vuelos directos Barcelona-Londres. En el análisis de

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