Literature review on customer loyalty programs

Yi’s concludes, “Many studies found that customer satisfaction influences purchase intentions as well as post-purchase attitude” (p. The literature review offers some directives for managers which are useful in the preparation of rewarding programs and are also a source of valuable customer information that helps in building. CUSTOMER LOYALTY PROGRAM AS A TOOL OF CUSTOMER RETENTION: LITERATURE REVIEW Magdalena Hofman-Kohlmeyer Business 2016 Customer loyalty is a highly valuable asset. In this study the origin of the view that loyalty is a conscious behavior and/or attitude was tried to be. (Selnes, 1993)States customer loyalty comprises of the chance of repurchase, chance of swapping and willingness of recommending the service to others Customer Relationship Management (CRM) is the entire process that focuses on the interface between the organization and its customers. 762 View Record in Scopus Google Scholar. 2 Customer Loyalty The research on the customer loyalty was discusses and has been done before. In summary, loyalty program–induced change to consumer behaviors typically results from (1) conferring status to consumers, which. Loyalty programs (LPs) are an important marketing instrument used to promote repeat purchases and customer relationships. Consumer loyalty is stimulated by a set of integrated actions that reward consumers for repeat business with a supplier or group of suppliers, a brand, or a program. This article… 7 Highly Influenced PDF. Customer loyalty is very essential to the organization in order to retain its current customers. This thesis also analyzes the factors that have impact on customer satisfaction and result in customer loyalty.. Customer satisfaction is typically defined as a post consumption evaluative judgement concerning a specific product or service (Gundersen, Heide and Olsson, 1996). 1 ) Literature Review and Discussion on Customer Loyalty and Consciousness. The literature on LPs addresses a variety of aspects that determine consumers’ adoption of LPs and their subsequent attitudes and behavior that ultimately drive firm performance (i. In the marketing and consumer behaviors literature, there is a widely accepted assumption that customer loyalty is conscious. A satisfied customer plays a role as a free advertiser for every. Our review of the literature reveals that the theoretical underpinnings of the majority of loyalty program research rest on research papers in law psychological mechanisms from three specific domains: status, habit, and relational. In this thesis, the theoretical background chapter reviews studies on customer satisfaction and customer loyalty and the relationship between these two terms. The study investigates the impact of independent variable; loyalty programs: point system, tier system reward, charges an upfront fee for VIP benefits and non-. Customer satisfaction and customer loyalty are two main criteria for every organization to get success. The commissioner of this thesis was Karolina Lassfolk (Operational Director, Trivsel). The study evaluates the two frameworks and their variability on customer loyalty in order to understand the various factors that influence customer loyalty from the two perspectives. Purpose – The purpose of this paper is to focus on establishing individuals' levels of loyalty and what sustains and develops their customer loyalty. The customer literature review on customer loyalty programs loyalty is very important in the context of achieving profitability in organization. Knutson (1988) revealed that room cleanliness and comfort, convenience of location, prompt service, safety and security, and friendliness of employees are important It discusses the impact of customer satisfaction on customer loyalty. This study was applied to Jordanian customers. A 33… 2 Highly Influenced View 3 excerpts, cites background Measuring Customer Satisfaction in the Local Ghanaian Restaurant Industry. Uses this framework to analyze the demand‐side potential of loyalty programs In summary, we suggest that additional work is needed to truly understand loyalty programs. Managing an airline's passenger loyalty is essential to a competitive business and airline success.. Uses this framework to analyze the demand‐side potential of loyalty programs 2. Customer loyalty program as a tool of customer retention: literature review CBU International Conference Proceedings , 4 ( 2016 ) , pp. In this paper, attitudinal loyalty should be understood as " consumer's psychological. Theoretical underpinnings to loyalty programs.

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It is because customer’s loyalty can serve several benefits to the organization. The objectives of CRM are to enhance profitability, income, and customer satisfaction. Customer Loyalty and the methods used by researchers in literature review on customer loyalty programs academic research. Customer Loyalty (Dick & Basu, 1994) Identify Customer loyalty as the strength in relationship between a relative attitude of an individual and the individuals repeated patronage. The marketing literature suggests that literature review on customer loyalty programs customer loyalty can be defined in two distinct ways (Jacoby and Kyner, 1973)12 Nearly 68% of respondents said they’d join a customer loyalty program for brands they like, while 56% of those are willing to spend more with a brand even if cheaper options exist. The researcher hopes to obtain a model that will be useful to other researchers in the future. 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. This requires a fresh look at the current state of customer experience knowledge and present research guidelines to advance this research area forward.. Brand Loyalty in marketing has been associated with a posi6tive perception by consumers towards the brand while Customer Loyalty has been associated with the spending power of consumers induced by various loyalty programs.. Abstract The primary purpose of this paper is to identify the determinants of the factors influencing customer satisfaction and customer loyalty in the e-banking of commercial banks of Thailand. Customer loyalty programs aren’t just about offering discounts Atkinson (1988) found out that cleanliness, security, value for money and courtesy of staff determine customer satisfaction. We review extant literature pertaining to customer gratitude, status, and unfairness, as well as our comparison approach to loyalty program effectiveness, in. Customer Relationship Management (CRM) is the entire process that focuses on the interface between the organization and its customers. That is, a broader, more holistic research perspective is needed to account for (1) simultaneous effects of multiple theoretical mechanisms, (2) cross-customer effects, and (3) temporal effects. (2016) found that service quality will not have an impact towards customer loyalty. Akın (2012) consider that loyalty is not the same as repeated purchasing because loyalty. Thesis project examines customer satisfaction provided by Trivsel and customer loyalty received by Trivsel from its customers. Loyalty programs involve issuance of specially coded cards that allow customers to collect points as they purchase items (Maharaj, 2008) [21]. Retail consumers cheap essay writing service canada in February 2020 and an additional 2,500 in May, after the pandemic took hold. The study also revealed that 63% of high-performing marketers are already using loyalty program platforms. They want early access to sales and new products too Currently, there is no systematic literature review available that could describe the current state of customer experience research and the direction where this research domain is heading to. The major aim of this paper was to review literature and try to incorporate the viewpoints of different researchers associated with customer loyalty and the results of surveys conducted. 9) stated, “Customers want a competitive price, good value, convenience and customer service and they want it yesterday” This suggests that customer loyalty relies upon customer service and matching what the customer wants and what they get in terms of satisfaction.