...’ response to preferential treatment. The authors are the first to show that negative moral emotions may arise for customers with a lower need for distinction but not for those with a higher need for distinction. Preferential treatment Loyalty programs Harm to others Moral emotions Need...

...Frauke Mattison Thompson; Sven Tuzovic Purpose The purpose of this study is to investigate the extent to which loyalty programs can prevent switching, and how individual level cultural values impact this. Loyalty programs are designed to create switching costs, which reduce customers’ desire...

...Baolong Ma; Xiaofei Li; Lin Zhang Purpose This paper aims to demonstrate both the positive and negative effects of loyalty programs. The study proposes a model to demonstrate why and how loyalty program strategies can result in good customer relationships and customer entitlement behaviors...

... hypotheses with US customer survey data from two independent samples: a luxury specialty retailer (n=2,586) and a casual dining restaurant (n=634). Both participating service firms use loyalty programs whose members are included in this study. Findings Customer voice is shown...