Handbook of research on customer loyalty:
Saved in:
| Main Authors: | , , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Cheltenham, UK ; Northampton, MA, USA
Edward Elgar Publishing
[2022]
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| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | xvii, 356 Seiten Diagramme |
| ISBN: | 9781800371620 |
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Record in the Search Index
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| adam_text | Contents List of contributors Introduction to the Handbook ofResearch on Customer Loyalty Debbie I. Keeling, Ko de Ruyter and David Cox 1 A review of perspectives on customer loyalty Kathy A. Keeling A twenty-year review of brand and customer loyalty patents and academic literature Charles V. Trappey, Amy J. C. Trappey, Annie A. S. Li and Richard Feinberg 3 4 1 PUTTING CUSTOMER LOYALTY INTO PERSPECTIVE ֊ THE STATE OF RESEARCH-DRIVEN PRACTICE PART I 2 viii 5 23 The customer loyalty journey - technology enabled loyalty touchpoints Mathew Chyliński and Jonas Heller 42 5 Customer loyalty - an international perspective Aqeel Faisal A. Kadasah 55 6 Ethical dilemmas in terminating undesired (loyal) customers Ting Yu and Michael Schwartz 70 PART II RESEARCH METHODS, METRICS AND DESIGNS FOR CUSTOMER LOYALTY 7 Customer experience measurement: implications for customer loyalty 83 Francisco Villarroel Ordenes, David Diaz Solis and Dennis Herhausen 8 Capturing complex, dynamic customer loyalty by integrating traditional and big data analyses Ce (Jacky) Mo and Ting Yu 9 Voice in customer loyalty research Bitty Balducci and Detelina Marinova v 95 107
vi Handbook ofresearch on customer loyalty 10 Predictive approaches to customer loyalty: the impact of missing data on the predictability of customer loyalty models 129 Dominik Μ. Piehlmaier 11 Customer disloyalty: an interactive introspection Maja Golf-Papez and René Moolenaar PART ПІ 12 142 PROGRAMMATIC APPROACHES TO CUSTOMER LOYALTY The rewards portfolio David Cox 153 13 Loyalty-Based Learning (LBL) in channel enablement programmes Debbie I. Keeling aņd Ko de Ruyter 164 14 Play, games and gamification: possibilities for customer loyalty Joey Lam, Karen Robson, Kirk Plangger, Jan Kietzmann, Ian McCarthy and Leyland Pitt 173 15 16 In search of loyalty programme soft benefits: a social capital perspective David Cox 189 Nudging and marketing communications: a regulatory focus perspective Ilia Protopapa and Stavros P. Kalafatis 202 17 Loyalty programmes: cases in points David Cox 18 Habitual behaviour: design for automaticity during customer loyalty decisions Dominik Mahr, Tim Hilken and Timna Bressgott 19 216 228 The journey from non-audiences to loyal audiences: a case study of a performing arts theatre Yu-Chien Chang and Dirk vom Lehn PART IV 244 REIMAGINING CUSTOMER LOYALTY RESEARCH 20 Six dilemmas for customer loyalty and sustainability Fatima Wang 21 Building customer loyalty with augmented reality: current and future trends 274 Tim Hilken, Dominik Mahr and Dai-In Danny Han 258
Contents vii 22 Fostering customer loyalty using technology Elisa B. Schweiger and Dhruv Grewal 23 If you post, they will follow: understanding the dynamics of the influencer marketing industry Gillian Brooks and Mikołaj Piskorski 24 25 Index Role of AI in enhancing customer engagement, loyalty and loyalty programme performance Choukri Menidjel, Linda D. Hollebeek, Anu Leppiman and Hvi Riivits-Arkonsuo Redefining consumer relationships through voice technologies Matteo Montecchi, Kirk Plangger, Anouk de Regt and Adam J. Mills 291 306 316 332 345
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Contents List of contributors Introduction to the Handbook ofResearch on Customer Loyalty Debbie I. Keeling, Ko de Ruyter and David Cox 1 A review of perspectives on customer loyalty Kathy A. Keeling A twenty-year review of brand and customer loyalty patents and academic literature Charles V. Trappey, Amy J. C. Trappey, Annie A. S. Li and Richard Feinberg 3 4 1 PUTTING CUSTOMER LOYALTY INTO PERSPECTIVE ֊ THE STATE OF RESEARCH-DRIVEN PRACTICE PART I 2 viii 5 23 The customer loyalty journey - technology enabled loyalty touchpoints Mathew Chyliński and Jonas Heller 42 5 Customer loyalty - an international perspective Aqeel Faisal A. Kadasah 55 6 Ethical dilemmas in terminating undesired (loyal) customers Ting Yu and Michael Schwartz 70 PART II RESEARCH METHODS, METRICS AND DESIGNS FOR CUSTOMER LOYALTY 7 Customer experience measurement: implications for customer loyalty 83 Francisco Villarroel Ordenes, David Diaz Solis and Dennis Herhausen 8 Capturing complex, dynamic customer loyalty by integrating traditional and big data analyses Ce (Jacky) Mo and Ting Yu 9 Voice in customer loyalty research Bitty Balducci and Detelina Marinova v 95 107
vi Handbook ofresearch on customer loyalty 10 Predictive approaches to customer loyalty: the impact of missing data on the predictability of customer loyalty models 129 Dominik Μ. Piehlmaier 11 Customer disloyalty: an interactive introspection Maja Golf-Papez and René Moolenaar PART ПІ 12 142 PROGRAMMATIC APPROACHES TO CUSTOMER LOYALTY The rewards portfolio David Cox 153 13 Loyalty-Based Learning (LBL) in channel enablement programmes Debbie I. Keeling aņd Ko de Ruyter 164 14 Play, games and gamification: possibilities for customer loyalty Joey Lam, Karen Robson, Kirk Plangger, Jan Kietzmann, Ian McCarthy and Leyland Pitt 173 15 16 In search of loyalty programme soft benefits: a social capital perspective David Cox 189 Nudging and marketing communications: a regulatory focus perspective Ilia Protopapa and Stavros P. Kalafatis 202 17 Loyalty programmes: cases in points David Cox 18 Habitual behaviour: design for automaticity during customer loyalty decisions Dominik Mahr, Tim Hilken and Timna Bressgott 19 216 228 The journey from non-audiences to loyal audiences: a case study of a performing arts theatre Yu-Chien Chang and Dirk vom Lehn PART IV 244 REIMAGINING CUSTOMER LOYALTY RESEARCH 20 Six dilemmas for customer loyalty and sustainability Fatima Wang 21 Building customer loyalty with augmented reality: current and future trends 274 Tim Hilken, Dominik Mahr and Dai-In Danny Han 258
Contents vii 22 Fostering customer loyalty using technology Elisa B. Schweiger and Dhruv Grewal 23 If you post, they will follow: understanding the dynamics of the influencer marketing industry Gillian Brooks and Mikołaj Piskorski 24 25 Index Role of AI in enhancing customer engagement, loyalty and loyalty programme performance Choukri Menidjel, Linda D. Hollebeek, Anu Leppiman and Hvi Riivits-Arkonsuo Redefining consumer relationships through voice technologies Matteo Montecchi, Kirk Plangger, Anouk de Regt and Adam J. Mills 291 306 316 332 345 |
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| spelling | Handbook of research on customer loyalty edited by Debbie I. Keeling, Ko de Ruyter, David Cox Research on customer loyalty Cheltenham, UK ; Northampton, MA, USA Edward Elgar Publishing [2022] © 2022 xvii, 356 Seiten Diagramme txt rdacontent n rdamedia nc rdacarrier Kundenbindung (DE-588)4384508-3 gnd rswk-swf Kundentreue (DE-588)4393499-7 gnd rswk-swf (DE-588)4143413-4 Aufsatzsammlung gnd-content Kundentreue (DE-588)4393499-7 s Kundenbindung (DE-588)4384508-3 s DE-604 Keeling, Debbie I. (DE-588)1265150737 edt aut Ruyter, Ko de 1961- (DE-588)132331233 edt aut Cox, David (DE-588)1084589869 edt aut Erscheint auch als Online-Ausgabe 978-1-80037-163-7 Digitalisierung UB Regensburg - ADAM Catalogue Enrichment application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=033342616&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Keeling, Debbie I. Ruyter, Ko de 1961- Cox, David Handbook of research on customer loyalty Kundenbindung (DE-588)4384508-3 gnd Kundentreue (DE-588)4393499-7 gnd |
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| title | Handbook of research on customer loyalty |
| title_alt | Research on customer loyalty |
| title_auth | Handbook of research on customer loyalty |
| title_exact_search | Handbook of research on customer loyalty |
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| title_full | Handbook of research on customer loyalty edited by Debbie I. Keeling, Ko de Ruyter, David Cox |
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| title_full_unstemmed | Handbook of research on customer loyalty edited by Debbie I. Keeling, Ko de Ruyter, David Cox |
| title_short | Handbook of research on customer loyalty |
| title_sort | handbook of research on customer loyalty |
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