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The organization man
This book is about the organization man. If the term is vague, it is because I can think of no other way to describe the people I am talking about. They are not the workers, nor are they the white-collar people in the usual, clerk sense of the word. These people only work for The Organization. The ones I am talking about belong to it as well. They are the ones of our middle class who have left home, spiritually as well as physically, to take the vows of organization life, and it is they who are the mind and soul of our great self-perpetuating institutions. Only a few are top managers or ever will be. In a system that makes such hazy terminology as \"junior executive\" psychologically necessary, they are of the staff as much as the line, and most are destined to live poised in a middle area that still awaits a satisfactory euphemism. But they are the dominant members of our society nevertheless. They have not joined together into a recognizable elite -- our country does not stand still long enough for that -- but it is from their ranks that are coming most of the first and second echelons of our leadership, and it is their values which will set the American temper. - Introduction.
Consequences of customer loyalty to the loyalty program and to the company
Gaining customer loyalty is an important goal of marketing, and loyalty programs are intended to help in reaching it. Research on loyalty programs suggests that customers differentiate between loyalty to a company and loyalty to a loyalty program, yet little is known about the consequences of these two types of loyalty. Therefore, our study intends to make two main contributions: (1) improving our understanding of the constructs “program loyalty” and “company loyalty”, (2) investigating the relative impact of the two types of loyalty on preference, intention, and purchase behavior for the case of a multi-firm loyalty program. Results indicate that company loyalty influences a customer’s choice to visit a particular provider and to prefer it over competitors, but it is not a strong predictor of purchase behavior. Conversely, program loyalty is a far more important driver of purchase behavior. This implies that company loyalty primarily attracts customers to a particular provider and program loyalty ensures that once inside the store, more money is spent.
Journal Article
Customer Experience, Memories and Loyalty in Indian Hospitality Sector
The purpose of this paper is to investigate the influence of customer experience on customer memories and loyalty. The data were collected from 170 tourists or customers, comprising 98 national and 72 foreign tourists, using a convenient sampling method, of 15 four and five hotels in Jammu and Kashmir, India. After reliability, the data were analysed using mean values, standard deviations, correlations, and simple and multiple regression analysis. The result from the finding suggests that the customer experience influences customer memories and loyalty. The paper examines the relationships among customer experiences, memories, and loyalty, which will be of immense use for the marketing practitioners. Customer experience thereby facilitates hotel providers an effective tool for competitive advantage, differentiation, and generate valuable customer relationships. Offering customers with memorable experiences and to make them loyal is essential for attaining success in highly competitive hospitality industry. Future research directions are also discussed. The paper makes contributions towards new knowledge, helps in understanding the customer experience management, and can be used for managerial decision-making.
Journal Article
Leading loyalty : cracking the code to customer devotion
\"In business, if people merely like you, you're in trouble. They need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans\"-- Provided by publisher.
Book
Justice, Loyalty and Cosmopolitan Politesse in Mauritius
It is a privilege and a pleasure to have the opportunity to comment on this issue’s forum, which is yet another challenging and beautifully written piece on cosmopolitanism and anthropology from Nigel Rapport. Taking his concept of cosmopolitan politesse as a departure point, Rapport here discusses the possibilities of cosmopolitanism as something which is not reducible to a specifically Western or European philosophical trajectory or political persuasion, as well as comparing justice with loyalty.
Journal Article
Understanding loyalty program effectiveness: managing target and bystander effects
Loyalty programs are a ubiquitous marketing tactic, yet many of them perform poorly and the reasons for loyalty program failure remain unclear to both marketing managers and researchers. This article presents three studies—two experiments and one survey—in support of the notion that a greater understanding of loyalty program performance demands an expanded theoretical framework. Specifically, researchers and managers must account for loyalty programs’ effects on both target and bystander customers in the firm’s portfolio, the simultaneous effects of three performance-relevant mediating mechanisms (gratitude, status, unfairness), and the contingent effects of program delivery (rule clarity, reward exclusivity, reward visibility) on specific mediating linkages. The results provide insights into why and when loyalty programs fail and into the complex trade-offs managers face. Loyalty programs have opposing effects on target and bystander customers’ loyalty and sales. While rule clarity suppresses both negative bystander as well as positive target effects, reward visibility enhances both types of effects. Exclusive rewards offer a means to alleviate negative bystander effects without affecting targets. The article both conceptually and empirically establishes a comprehensive analysis framework that can help marketing managers and researchers evaluate and improve loyalty program effectiveness.
Journal Article
Ignite the stars
\"When the notorious I.A. Cهocha is captured by the Olympus Commonwealth and revealed to be a sixteen-year-old girl, she is sentenced to correctional rehabilitation at a training ground for the elite Star Force where she forms unlikely alliances\"-- Provided by publisher.
Book
An emerging theory of loyalty program dynamics
As exemplary instruments of relationship marketing, loyalty programs are being implemented and studied at an unprecedented rate. Yet real-world efforts often fail—or at least do not live up to expectations—and despite the growing richness of loyalty program literature, the field remains fragmented. Thus, a comprehensive perspective is required. To guide further research and suggest ways that managers might improve loyalty program effectiveness, this article synthesizes insights on loyalty programs from empirical research and underlying psychological theories. The proposed conceptual model of loyalty program effectiveness consists of psychological, design, and operational elements; in turn, it suggests a set of 12 propositions that account for differential effects across customer acquisition, onboarding, expansion, and retention stages. With an evolving theory of loyalty programs across relationship dynamics, this propositional inventory parsimoniously delineates the trade-offs associated with relationship stage–based management of these programs. The proposed comprehensive foundation can guide loyalty program practice and research.
Journal Article