This study examines Chinese hotel employees' understanding of customer relationship management (CRM) practices, with a focus on loyalty programme behaviour (LPB). Specifically, it investigates how three factors-loyalty programme (LP) awareness, LP knowledge, and LP concerns-shape employees'...

In this paper, we study utilizing a game theoretic model, how variety seeking triggered by customer boredom may affect a firm's rewards program, pricing strategy and profits. Customer Boredom is conceptualized as a utility loss resulting from the purchase of a previously consumed brand. We...

Almost every food retailer offers them - temporary loyalty programs (TLPs). TLPs aim to enhance customer loyalty by offering enticing, product-based incentives. However, an emerging concern arises regarding the sustainability impact of these programs, and consumers have started questioning the...

This study investigated the influence of personalisation benefits on the confirmation of mobile loyalty programmes among retail consumers in South African township markets. A quantitative research design was employed using an online self-administered survey. Data were collected from 516 black...