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...