Customer LP engagement items used in Study 1
| Proactively using card (PRO) | |
| PRO1 | I present my loyalty card at the cashier when he/she asks for it (reverse coded) |
| PRO2 | I present my loyalty card at the cashier, even when he/she does not ask for it |
| PRO3 | I wait for the cashier to ask for my card before presenting it to him/her (reverse coded) |
| PRO4 | I forget to take out my loyalty card when I make my purchases in this store (reverse coded) |
| Redeeming points (RED) | |
| RED1 | When I receive a reward to use with my next purchase, I make an effort to return to this store to benefit from it |
| RED2 | I do what I need to do to redeem my loyalty points and receive the reward |
| RED3 | When I reach a certain point threshold, I go specifically to this store to get my reward |
| Adapting purchase behaviour (APB) | |
| APB1 | I am ready to buy other products than I have planned to get more advantages offered by the programme |
| APB2 | I am ready to buy other brands than I have planned to get more advantages offered by the programme |
| APB3 | I am ready to buy more products to get more advantages offered by the programme |
| Sharing information (SHA) | |
| SHA1 | When I am disappointed by the programme, I talk about it with my close friends and relatives |
| SHA2 | If I’m satisfied with the programme, I recommend it to my close friends and relatives |
| SHA3 | Whatever the experience (positive or negative) with the loyalty programme, I talk about it with my close friends and relatives |
| SHA4 | I try to convince my close friends and relatives to become members of this programme when there is an interesting offer |
| Being receptive to information (REC) | |
| REC1 | When I receive communication linked to the programme (email, brochure, flyer…), I throw it straight in the bin (reverse) |
| REC2 | When I receive communication linked to the programme (email, brochure, flyer…), I open it |
| REC3 | When I receive communication linked to the programme (email, brochure, flyer…), I take some time to read it |
| Searching for information (SER) | |
| SER1 | I look for information about the loyalty programme (on internet or in the store) |
| SER2 | I keep informed about the offers of this programme |
| SER3 | When I receive an offer as a programme member, I am curious and I look for more information |
| SER4 | I closely follow the evolution of my loyalty points |
| PRO1 | I present my loyalty card at the cashier when he/she asks for it (reverse coded) |
| PRO2 | I present my loyalty card at the cashier, even when he/she does not ask for it |
| PRO3 | I wait for the cashier to ask for my card before presenting it to him/her (reverse coded) |
| PRO4 | I forget to take out my loyalty card when I make my purchases in this store (reverse coded) |
| RED1 | When I receive a reward to use with my next purchase, I make an effort to return to this store to benefit from it |
| RED2 | I do what I need to do to redeem my loyalty points and receive the reward |
| RED3 | When I reach a certain point threshold, I go specifically to this store to get my reward |
| APB1 | I am ready to buy other products than I have planned to get more advantages offered by the programme |
| APB2 | I am ready to buy other brands than I have planned to get more advantages offered by the programme |
| APB3 | I am ready to buy more products to get more advantages offered by the programme |
| SHA1 | When I am disappointed by the programme, I talk about it with my close friends and relatives |
| SHA2 | If I’m satisfied with the programme, I recommend it to my close friends and relatives |
| SHA3 | Whatever the experience (positive or negative) with the loyalty programme, I talk about it with my close friends and relatives |
| SHA4 | I try to convince my close friends and relatives to become members of this programme when there is an interesting offer |
| REC1 | When I receive communication linked to the programme (email, brochure, flyer…), I throw it straight in the bin (reverse) |
| REC2 | When I receive communication linked to the programme (email, brochure, flyer…), I open it |
| REC3 | When I receive communication linked to the programme (email, brochure, flyer…), I take some time to read it |
| SER1 | I look for information about the loyalty programme (on internet or in the store) |
| SER2 | I keep informed about the offers of this programme |
| SER3 | When I receive an offer as a programme member, I am curious and I look for more information |
| SER4 | I closely follow the evolution of my loyalty points |
All items adapted from Bruneau et al. (2018)
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