Customer loyalty programs constitute an important customer relationship management tool, adopted by multiple industries. This study investigates how customers perceive benefits from a loyalty program that enhance their loyalty to that program directly, as well as to the company indirectly...

Between the 2004 and 2005 football seasons, 17% of the college football programs competing in the NCAA's Football Bowl Subdivision (FBS) changed conference affiliation. Football represents nearly half of the revenue generated by athletic departments competing at the FBS level and is thus...

As product markets mature, firms are increasingly offering industrial services, in order to differentiate themselves and remain competitive. The general strategic view emerging from the services literature is that service infusion in manufacturing industries takes a somewhat unidirectional path...