The impact of loyalty programs on customer retention was investigated in this study. Concomitantly, the mediating effects of brand association and customer satisfaction between loyalty programs and customer retention were also tested in three ways, viz., in parallel, distinct, and sequential...

Store loyalty is a key focus for companies that want to retain their customers. One strategy for building store loyalty is to develop a loyalty program. This study aims to examine the impact of economic and non-economic benefits of the program on store loyalty, with the mediating role of the...

Loyalty programs are initiated to retain customers and as well as to maximize their lifetime value. However, controversies exist regarding the effectiveness of loyalty programs on the ground whether consumers really become loyal or simply take the loyalty programs as the short-term incentives....

While single-brand reward programs encourage customers to remain loyal to that one brand, coalition programs encourage customers to be “promiscuous” by offering points redeemable across partner stores. Despite the benefits of this “open relationship” with customers, store managers face...

The aim of this paper is to define the significance of different indicators that affect the expected benefit of customers when using loyalty cards in the purchasing process in the retail sector. As the most important indicators that affect expectations while using loyalty cards, the following...

The chapter focuses on the role played by private labels (PLs) in the retailer-consumer relationship. Specifically, the results of a survey aimed at investigating the ability of a specific kind of PL, namely premium private label (PPL), to improve customer loyalty to the retailer are presented....

Sustainability is a pressing concern and a constant challenge for the contemporary society, being carefully monitored by individuals and diligently implemented by companies within their business strategies. Companies increasingly resort to highlighting the characteristics and advantages of...

Numerous researchers have centred their attention on Customer Perceived Value towards brands but only a few have focussed on CPV towards convenience stores. The main purpose of the research is to measure the CPV dimensions and identify which dimension infl uences customer satisfaction and as a...