The study explores the relative importance of various service factors related to airport-
lounge that reflects customer satisfaction and recommendation behavior of the consumers …

Hospitality and tourism firms use two different strategies in customer relationship
management: rewarding loyalty program customers with earned rewards (earned …

Purpose Loyalty programs are pervasive across service industries. However, the
examination of cross-customer effects represents a critical gap in the loyalty literature. To …

Customers differ in their purchase behavior, profitability, attitude toward the firm, and so on.
These differences between customers have led to numerous firms introducing multi-tier …

Purpose With the development of e-commerce, loyalty programmes (LPs) are gradually
being adopted in the online retailing environment to improve consumer loyalty. This article …

Recent research suggests that targeted promotions have positive effects on targeted
customers and negative effects on untargeted customers. However, the advent of market …

Purpose This paper aims to identify the ways that customers respond to customer-to-
customer comparisons that may drive loyal customers to engage in undesirable behaviors …

This research introduces a gamification-induced reward-desensitization effect observed in
hotel loyalty promotions. Guided by scope-insensitivity theory and the dual-process model of …

Different treatment of different customers has traditionally been seen as a typical
characteristic of tourism services. This research investigates unearned superior treatment in …

This study examines if labeling customers as 'member'versus 'non-member'in the context of
a firm's loyalty program can influence the customers' evaluations of the firm. It was assumed …