Implications of loyalty program membership for customer retention and value

Article Abstract:

Research is presented on the financial benefits of customer reward programs offered by companies to exert a positive effect on customer loyalty and evaluations. Topics addressed include the management of customer relations, the customer's perception of value, and a case study of a loyalty rewards program offered by a credit card company.

Research, Analysis, Marketing research, Market research, Customer loyalty

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Managing market relationships

Article Abstract:

The successful management of customer relations by a firm provides a foundation for competitive advantage, and techniques for attaining this edge are presented. Topics addressed include the dynamics of a market relationship, customer-responsive strategies, organizational structure and capabilities.

Organizational effectiveness

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Technology infusion in service encounters

Article Abstract:

Issues discussed concern the use of technology in service encounters between businesses and consumers, focusing on the impact of technology to traditional customer service. Topics addressed include technology's ability to customize services, delight customers, and remedy a service difficulty.

Technology, Services industry, Service industries

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