• Title/Summary/Keyword: Loyalty program

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A Study on the Effects of Inter-firm Coalition Loyalty Programs : Focusing on Customer Acquisition vs. Retention Effects (기업 간 통합 로열티 프로그램의 효과에 관한 연구 : 고객 획득 VS. 유지 상황에서의 차등적 효과를 중심으로)

  • Lee, Jin-Won;Song, Tae-Ho;Kim, Ji-Yoon
    • Journal of the Korean Operations Research and Management Science Society
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    • v.37 no.2
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    • pp.89-111
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    • 2012
  • Coalition loyalty programs, loyalty cash-back programs that enable their members to accrue and redeem points at a wide-range of affiliated outlets, are emerging. In a coalition loyalty program, unlike in a single-brand loyalty program, points accrued from one outlet can be redeemed in other outlets which even may be of other brands than the very one where the points were from. However, in spite of such systematic characteristic of coalition loyalty programs, there is only little research on the effect of the program. The present study is aimed at examining the difference between the effects of a coalition and a single-brand loyalty program in terms of acquisition and retention of customers and tries to provide strategic implications for a firm to run a loyalty program. We classify purchase conditions into two types-acquisition vs. retention. Then we compare the effects of a coalition and a single-brand loyalty program on the purchase intention, under both the acquisition and the retention conditions. The result shows that the effect of the coalition loyalty program is stronger than that of the single-brand loyalty program under the acquisition condition. On the other hands, the single-brand loyalty program is more effective than the coalition loyalty program under the retention condition, at least for the minor brand.

Effects of Joining Coalition Loyalty Program : How the Brand affects Brand Loyalty Based on Brand Preference (브랜드 선호에 따라 제휴 로열티 프로그램 가입이 가맹점 브랜드 충성도에 미치는 영향)

  • Rhee, Jin-Hwa
    • Journal of Distribution Research
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    • v.17 no.1
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    • pp.87-115
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    • 2012
  • Introduction: In these days, a loyalty program is one of the most common marketing mechanisms (Lacey & Sneath, 2006; Nues & Dreze, 2006; Uncles et al., 20003). In recent years, Coalition Loyalty Program is more noticeable as one of progressed forms. In the past, loyalty program was operating independently by single product brand or single retail channel brand. Now, companies using Coalition Loyalty Program share their programs as one single service and companies to participate to this program continue to have benefits from their existing program as well as positive spillover effect from the other participating network companies. Instead of consumers to earn or spend points from single retail channel or brand, consumers will have more opportunities to utilize their points and be able to purchase other participating companies products. Issues that are related to form of loyalty programs are essentially connected with consumers' perceived view on convenience of using its program. This can be a problem for distribution companies' strategic marketing plan. Although Coalition Loyalty Program is popular corporate marketing strategy to most companies, only few researches have been published. However, compared to independent loyalty program, coalition loyalty program operated by third parties of partnership has following conditions: Companies cannot autonomously modify structures of program for individual companies' benefits, and there is no guarantee to operate and to participate its program continuously by signing a contract. Thus, it is important to conduct the study on how coalition loyalty program affects companies' success and its process as much as conducting the study on effects of independent program. This study will complement the lack of coalition loyalty program study. The purpose of this study is to find out how consumer loyalty affects affiliated brands, its cause and mechanism. The past study about loyalty program only provided the variation of performance analysis, but this study will specifically focus on causes of results. In order to do these, this study is designed and to verify three primary objects as following; First, based on opinions of Switching Barriers (Fornell, 1992; Ping, 1993; Jones, et at., 2000) about causes of loyalty of coalition brand, 'brand attractiveness' and 'brand switching cost' are antecedents and causes of change in 'brand loyalty' will be investigated. Second, influence of consumers' perception and attitude prior to joining coalition loyalty program, influence of program in retail brands, brand attractiveness and spillover effect of switching cost after joining coalition program will be verified. Finally, the study will apply 'prior brand preference' as a variable and will provide a relationship between effects of coalition loyalty program and prior preference level. Hypothesis Hypothesis 1. After joining coalition loyalty program, more preferred brand (compared to less preferred brand) will increase influence on brand attractiveness to brand loyalty. Hypothesis 2. After joining coalition loyalty program, less preferred brand (compared to more preferred brand) will increase influence on brand switching cost to brand loyalty. Hypothesis 3. (1)Brand attractiveness and (2)brand switching cost of more preferred brand (before joining the coalition loyalty program) will influence more positive effects from (1)program attractiveness and (2)program switching cost of coalition loyalty program (after joining) than less preferred brand. Hypothesis 4. After joining coalition loyalty program, (1)brand attractiveness and (2)brand switching cost of more preferred brand will receive more positive impacts from (1)program attractiveness and (2)program switching cost of coalition loyalty program than less preferred brand. Hypothesis 5. After joining coalition loyalty program, (1)brand attractiveness and (2)brand switching cost of more preferred brand will receive less impacts from (1)brand attractiveness and (2)brand switching cost of different brands (having different preference level), which joined simultaneously, than less preferred brand. Method : In order to validate hypotheses, this study will apply experimental method throughout virtual scenario of coalition loyalty program if consumers have used or available for the actual brands. The experiment is conducted twice to participants. In a first experiment, the study will provide six coalition brands which are already selected based on prior research. The survey asked each brand attractiveness, switching cost, and loyalty after they choose high preference brand and low preference brand. One hour break was provided prior to the second experiment. In a second experiment, virtual coalition loyalty program "SaveBag" was introduced to participants. Participants were informed that "SaveBag" will be new alliance with six coalition brands from the first experiment. Brand attractiveness and switching cost about coalition program were measured and brand attractiveness and switching cost of high preference brand and low preference brand were measured as same method of first experiment. Limitation and future research This study shows limitations of effects of coalition loyalty program by using virtual scenario instead of actual research. Thus, future study should compare and analyze CLP panel data to provide more in-depth information. In addition, this study only proved the effectiveness of coalition loyalty program. However, there are two types of loyalty program, which are Single and Coalition, and success of coalition loyalty program will be dependent on market brand power and prior customer attitude. Therefore, it will be interesting to compare effects of two programs in the future.

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The Effects of College Students' Perceived Value of and Satisfaction with Loyalty Programs on Customer Loyalty in Fashion Firms (패션업체 로열티 프로그램에 대한 대학생의 지각된 가치와 만족이 충성도에 미치는 영향)

  • Ju, Seong-Rae;Chung, Myung-Sun
    • The Research Journal of the Costume Culture
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    • v.20 no.3
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    • pp.378-391
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    • 2012
  • Loyalty programs are used by many fashion firms as marketing tools for reducing customer switching and increasing customer loyalty in keen market competition conditions. The purpose of this study is to explore and propose an effective implementation of a loyalty program for a targeted fashion firm's customers by grasping their perceived value of and satisfaction with the loyalty program. Questionnaires were administered to 329 college students in Gwangju. For data analysis, factor analysis, Chronbach's ${\alpha}$, correlation analysis, and a Structural Equation Model using the LISREL 8.30 program were applied. The results were as follows. First, the degree of perceived value of the loyalty program was classified according to cash value, convenience of use, aspirational value, and suitability of use. The aspirational value and cash value significantly affected the students' satisfaction with the loyalty program, but the convenience of use and suitability of use were not significant. Second, higher satisfaction with the loyalty program was related to higher overall customer satisfaction but did not affect customer trust and loyalty. Finally, higher overall satisfaction was related to customer trust but did not affect customer loyalty, and higher trust affected customer loyalty.

The Relationship among Perceived Benefits of Hotel F&B Loyalty Program, Relationship Quality and Loyalty (호텔 식음료 로열티 프로그램의 혜택, 관계의 질 및 애호도간의 관계에 관한 연구)

  • Ha, Dong-Hyun;Kim, Seong-Min
    • Journal of the Korean Society of Food Culture
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    • v.22 no.2
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    • pp.283-288
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    • 2007
  • The purpose of this study was to investigate how users' perceived benefits of hotel F&B loyalty program affected their relationship quality(trust and satisfaction) and loyalty on hotel products and services(hotel food & beverage products/services) and how their relationship quality(trust and satisfaction) influenced their loyalty. The model was tested in the settings of five-star hotels using a sample of current members of food & beverage membership program. Empirical results confirmed that not only perceived benefits of hotel F&B loyalty program affects users' perceived relationship quality(trust and satisfaction) and loyalty on hotel products and services(hotel food & beverage products/services) but that their perceived relationship quality influences loyalty on hotel products and services(hotel food & beverage products/services). According to the results, complimentary dining coupon and food discount strongly affected relationship quality(trust and satisfaction) and loyalty on hotel products and services(hotel food & beverage products/services). Strategically, it is recommended to appeal those benefits to current and potential members to maximize the loyalty. Also, it should be considered as major factors to re-package hotel F&B loyalty program.

A study on Influencing relationship between loyalty program's perceived value and service loyalty in mobile telecommunication service market (이동통신 서비스 시장에서 로열티 프로그램의 지각된 가치와 서비스 충성도 간의 영향관계)

  • Jeong, Heon-Bae;Noh, Seung-Hoon
    • International Commerce and Information Review
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    • v.17 no.3
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    • pp.323-358
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    • 2015
  • This study strives to identify effects of the relationship between the loyalty program and service loyalty through focusing on the role of the loyalty program which is used as a means of promotion in relationship marketing. According to the result of the empirical testing, the higher the economical usefulness and psychological usefulness (the perceived value of the loyalty program) are, the higher the customer satisfaction rate was. Also, the higher the satisfaction of the loyalty program, the more credibility increased. Furthermore, the higher credibility was the more positive the influencing relationship with a heightened level of commitment was found to be. It was discovered that different factors such as customer satisfaction, customer trust, customer commitment in the loyalty program have a positive influence on service loyalty. Loyalty program satisfaction, along with loyalty program credibility and commitment indirectly affected service loyalty.

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The Effects of Value of Reward Program on Loyalty Strengthening and Transference -Focusing on Reward Program of Performance Art/Exhibition- (보상프로그램의 가치가 충성도 강화 및 전이에 미치는 영향 -공연예술/전시장의 고객보상프로그램을 중심으로-)

  • Se, Hae Yeun;Kim, Hyang Mi
    • The Journal of the Korea Contents Association
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    • v.16 no.7
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    • pp.760-770
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    • 2016
  • This study aims to investigate and measure the effectiveness between the value of the reward program and loyalty of the reward program as well as its influential transference effect of the loyalty of the entity (theater or exhibition) via investigating both its behavioral loyalty and attitudinal loyalty effectiveness. As a result, higher value of reward program increases the level of loyalty of the reward program. Key results were found that the behavioral loyalty positively influences the loyalty of the theatre/exhibition -the operator the loyalty program since the behavior loyalty requires participatory engagement, the reward program becoming a stimulator acting as a valuable component to drive consumer's revisit. However the attitudinal loyalty effectiveness was not as effectives as the behavioral loyalty since consumers tend to perceive a reward program as an informative beneficial tool rather than an emotionally engaging platform.

A Study on How Trust and Commitment in Airlines' Mileage Program Affects the Customers' Loyalty (항공사 마일리지 프로그램에 대한 고객의 신뢰와 결속이 브랜드 충성도에 미치는 영향)

  • Baek, Sun Hee;Lee, Seung Chang;Lee, Sanghak
    • Journal of the Korean Society for Aviation and Aeronautics
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    • v.22 no.1
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    • pp.95-107
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    • 2014
  • A customer loyalty program (i.e., FFP) has become more important to keep loyal customers especially for legacy airlines. Therefore, the researchers intended to examine the elements of an airline loyalty program and how these elements influenced the effects of the loyalty program. To set up the research framework, the commitment-trust model (i.e., KMV model) in the loyalty program was used in this study. Shared values, benefits, serviceabilities, and affiliated companies were considered as independent variables (i.e., elements of FFP). Trust and commitment added as mediating variables and customers' loyalty were examined as a dependent variable. A survey has been conducted. All independent variables had positive relationships with trust and commitment and trust influenced commitment. Lastly, the mediating variables had positive effects on customers' loyalty.

The Effect of Reward Channel and Reward Time of Customer Loyalty Programs for On-offline Channels -Focusing on Department Stores and Online Shopping Stores- (온-오프라인 채널에서 운영하는 고객보상프로그램의 보상채널과 보상시점에 따른 효과 분석 -백화점과 온라인 종합몰을 중심으로-)

  • Park, Minjung
    • Journal of the Korean Society of Clothing and Textiles
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    • v.37 no.4
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    • pp.467-481
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    • 2013
  • The study examined the main effect of the reward channel and reward time of customer loyalty programs for on-offline shopping channels; in addition, it investigated the interaction effect of the reward channels and merchandise as well as the interaction effect of the reward time and merchandise. An online apparel shopping web experiment was conducted with a 2 (reward channel: online channel reward vs. offline channel reward) ${\times}2$ (reward time: immediate vs. delayed) ${\times}2$ (merchandise: online channel product vs. offline channel products) between-subject factorial design. An online shopping channel was considered the core-shopping channel and a department store was considered the cross-shopping channel. Loyalty program value, core-channel loyalty and cross-channel loyalty were measured as dependent variables. A total of 845 shoppers (who had experiences in shopping in both channels) participated in the experiment. The results of the study revealed (1) the main effect of the reward channel on loyalty program value, core-channel loyalty and cross-channel loyalty [online>offline channel rewards], (2) the main effect of reward time on loyalty program value, core-channel loyalty and cross-channel loyalty [immediate>delayed reward], and (3) the interaction effect of the reward channel and merchandise on loyalty program value, core-channel loyalty, and cross-channel loyalty. (4) Finally the study found that loyalty program value affected cross-channel loyalty indirectly through core-channel loyalty. This study suggested diverse theoretical and managerial implications for multi-channel retailers.

Effects of Loyalty Program Values of Beauty Services on Store Loyalty through Customer Satisfaction and Switching Barrier (미용 서비스의 로열티 프로그램 가치가 고객만족과 전환장벽을 통해 점포충성도에 미치는 영향)

  • Oh, Kyungsook;Kang, Eunmi;Park, Eunjoo
    • Fashion & Textile Research Journal
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    • v.18 no.5
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    • pp.617-624
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    • 2016
  • The purposes of this study was to investigate impacts of loyalty program value on store loyalty through customer satisfaction and switching barrier. This study suggests some basis about the direction guidance for successful store-running marketing activities and beauty service related researches. A total of 986 usable questionnaires were obtained from female adults of Busan. Data were analyzed by frequency analysis, correlation analysis, factor analysis using SPSS for Window 22.0 and confirmatory factor analysis and structural equation model analysis by AMOS 22.0. The results suggested that, loyalty program value benefits(hedonic benefits and utilitarian benefits) had positive effect on customer satisfaction, and loyalty program value costs(hedonic costs and utilitarian costs) had oppositive effect on customer satisfaction. The impact of hedonic benefits of the loyalty program values was the largest. Customer satisfaction and switching barrier directly affect store loyalty. The customer satisfaction affected the store loyalty indirectly but the direct effect was bigger.

The Effects of Accreditation Program for Healthcare Organizations on Brand Loyalty (의료기관 인증이 브랜드 충성도에 미치는 영향)

  • Yoon, Seo Jung;Kim, Young Hoon
    • Korea Journal of Hospital Management
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    • v.21 no.3
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    • pp.1-10
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    • 2016
  • This study is to check up weather a brand of accreditation program for healthcare organizations recognized by the consumers as users of the healthcare organizations has effects for healthcare organizations' brand trust, attitude, and loyalty. This study suggests the hypothesis that a brand value of accreditation program for healthcare organizations gives the positive effect for the brand trust, attitude and loyalty, and that the brand trust and attitude of healthcare organizations which gain a brand of accreditation program for healthcare organizations cause the brand loyalty. To verify the hypothesis, this study made a questionnaire by using a measuring instrument for the brand value, trust, attitude and loyalty which come from the former study. This study carried out an analyzing method such as frequency analysis, reliability analysis, confirmed factor analysis and structural equation model to verify the hypothesis. From hypothesis verification, emotional and social brand values of accreditation program for healthcare organizations gave a positive effect to the brand trust and attitude on healthcare organizations. Its functional value did not give an effect to a brand attitude but gave a positive effect to healthcare organizations' brand loyalty. Emotional and social brand values of accreditation program for healthcare organizations did not give an effect to the brand loyalty. The brand trust and attitude of the healthcare organizations which gained accreditation program for healthcare organizations gave a positive effect to the brand loyalty on healthcare organizations.