Adherence to customer loyalty programmes and changes in buyer behaviour

Agudo, Jesús Collado; Herrero, Ángel; Bosque, Ignacio

doi:10.1080/02642069.2010.545884

Cited by 8 publications

(7 citation statements)

References 60 publications

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“…In addition to the previously stated areas, customers also expect efficient service provided by friendly and professional staff. The retail industry is held responsible for thousands of suppliers whose products are offered on the shelves 1 . Changes on the retail markets have resulted in self-service stores being most common, and thereby, the classical trader-customer relationship, where a trader is with the customer during the entire buying process helping him with decision-making and providing other assistance, is disappearing.…”

Section: Introductionmentioning

confidence: 99%

Customer Perception and Attitude of Loyalty Programs in Croatia

Kováč

Novák

Brezović³

2018

iele

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This paper explains the reasons for loyalty programs emergence in retail and their significance to retailers and buyers, as well as the components they consist of. Subsequently, customers' attitudes on these loyalty programs components on the fast moving consumer goods (FMCG) market in Croatia have been analyzed. Aim of the study was to explore the antecedents of loyal customers and therefore only those respondents who participated in at least one loyalty programs were used for testing the research question of the paper. The results of the conducted research undoubtedly show that, customers appreciate the simplicity in loyalty programs and ask for their transparency. They want to be able to choose rewards within loyalty programs and prefer delayed, but more valuable rewards. It has also been confirmed that customers want to win points in innovative ways. The research results, in view of buyers' priorities and the factors deemed crucial for the success of such programs on Croatian retail market, can be of use to retailers who wish to improve their loyalty programs. It is clearly evident from the research results on Croatian market what customers consider as important and what they want from a loyalty program.

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Section: Introductionmentioning

confidence: 99%

Customer Perception and Attitude of Loyalty Programs in Croatia

Kováč

Novák

Brezović³

2018

iele

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“…Existing research on loyalty programs has often explored such programs on a single program in isolation (Daryanto et al, 2010;Mesa, 2013). Previous loyalty program research has considered the topic of loyalty program effects on customer behaviour (Yi & Jeon, 2003;Lewis, 2004;Allaway et al, 2006;Lacey, 2009;Omar et al, 2010;Park, 2010;Dorotic et al, 2011;Martin et al, 2011;Agudo et al, 2012;Melnyk & Osselaer, 2012;Shiliashki, 2013). It is widely known that customers undoubtedly like a bargain.…”

Section: Introductionmentioning

confidence: 99%

Influence of Customer Loyalty Program on Organizational Performance: a Case of Airline Industry

Vilkaitė-Vaitonė

Papšienė

2016

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Loyalty programs enhance airline's value proposition. Yet little is known about how customer loyalty programs affect organizational performance. This understanding is important because airlines must decide what design of loyalty program to choose in order to maximize the revenue, profit and the number of passengers. The authors develop and test theory proposing that specific design of loyalty program ensures better organizational performance. The purpose of this study is to examine the influence of loyalty programs on organizational performance of airlines. The methods of systemic analysis of scientific literature, secondary data analysis, comparative analysis, content analysis were used in order to reach the set purpose. Using a sample of airlines in the Baltic States, we conduct an empirical investigation of the influence of customer loyalty programs on organizational performance in airlines. The Mann-Whitney test was used to examine the differences within the organizational performance by the fact of holding a loyalty program. The results indicate that differences in loyalty programs matter. Airlines having a loyalty program can boast of a higher number of passengers carried than the ones that do not. Surprisingly no statistically significant relations were found between holding a loyalty program and airlines' revenue, profit. It follows that airlines must consider these effects before the allocation of long-term investments into customer loyalty programs.

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“…Russell and Pamela (2010) were the first researchers proposing the explanation and predictive model for crisis communication, attempting to overall analyze the case and find out the explanation of "more effective strategies in different situations" (Von Riesen and Herndon 2011). In simplicity, when an enterprise or a governmental organization adopted image repair strategies, crises were the direct effect and the key success factor in such strategies (Collado Agudo et al 2012). Shih (2012) investigated the public relation practitioners of top 500 enterprises in Taiwan and proposed five major Crisis Communication Strategies and the sub-strategies.…”

Section: Crisis Communication Strategiesmentioning

confidence: 99%

“…Starting from the burst of a crisis, a reporter focuses on the entire evaluation of the communication strategies applied by the enterprise to the crisis, including the past impression of the enterprise and the comment of the mass society on the crisis, in the interview. When the entire evaluation is high, the successive reports would be positive; otherwise, negative reports would be continued (Collado et al 2012). …”

Section: Media Reportmentioning

confidence: 99%

“…After screening the news, the news characteristics and the reporting styles are largely changed. When the public is not close to the media, the comprehension of events would be affected by the frame of media reports (Collado Agudo et al 2012). An enterprise uses crisis strategies for reducing damage caused by crises and recovering the image (Shieh 2014).…”

Section: Research Hypothesismentioning

confidence: 99%

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Effects of Crisis Communication Strategies and Media Report on Corporate Image in Catering Industry

Gunawan

Shieh

2015

Acta Oeconomica

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The enhancement of economic development and living standard in last years has the people stress more on recreational life that tourism becomes prevalent in Taiwan. County and city governments positively promote tourism and hold cultural festivals to enhance the boom of accommodation and catering industries and further fire national tourism market and catering industry. Through online questionnaire survey, the customers of Wang Steak, TASTy, Tokiya, and ikki, which are the subsidiaries of Wowprime and burst out the oil scandal recently, are distributed 800 copies of questionnaires. Total 388 effective copies are retrieved with the effective rate 49%. The research results are concluded as follows. 1. Crisis Communication Strategies would affect Media Report. 2. Crisis Communication Strategies would influence Corporate Image. 3. Media Report has significantly positive effects on Managerial Capacity in Corporate Image. 4. Media Report presents remarkably positive effects on Corporate Reputation in Corporate Image. 5. Media Report shows notably positive effects on Communication News in Corporate Image. It is expected that catering businesses could enhance the countermeasures of Crisis Communication Strategies to cope with crises.

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Adherence to customer loyalty programmes and changes in buyer behaviour

Cited by 8 publications

References 60 publications

Customer Perception and Attitude of Loyalty Programs in Croatia

Customer Perception and Attitude of Loyalty Programs in Croatia

Influence of Customer Loyalty Program on Organizational Performance: a Case of Airline Industry

Effects of Crisis Communication Strategies and Media Report on Corporate Image in Catering Industry

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