Loyalty reward programs play an important strategic role attracting and retaining customers. Surprisingly, reward redemptions receive minimal research attention. Despite widespread reward program offerings, evidence suggests customers increasingly abandon them due to controlling (restrictive)...

Closing time for a retailer or service provider represents a time when a store is in transition from an open domain to a closed domain. During this time, employees’ tasks change from primarily serving customers to managing their closing time activities while concurrently serving customers. As...

It is clear that customer-to-customer contact through informal social networking and more formal company-sponsored platforms, such as discussion forums, is an increasingly integral element in building brand communities. There are many benefits to this interaction, such as nurturing brand...