---
_id: '5714'
abstract:
- lang: eng
  text: Coalition loyalty programs are on the rise, yet few studies investigate the
    impact of service failures in such programs. Using data from a retail context,
    the authors show that a program partner deemed responsible for a service failure
    suffers negative customer responses. However, customers’ perceptions of the benefits
    of the coalition loyalty program buffer these consequences. Perhaps most importantly,
    when customers perceive the program's special treatment benefits as low, direct
    and indirect spillover effects occur, such that a service failure by one program
    partner has a negative effect on customer loyalty toward the program itself.
article_type: original
author:
- first_name: Jan H
  full_name: Schumann, Jan H
  last_name: Schumann
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
- first_name: Heiner
  full_name: Evanschitzky, Heiner
  last_name: Evanschitzky
citation:
  ama: 'Schumann JH, Wünderlich N, Evanschitzky H. Spillover Effects of Service Failures
    in Coalition Loyalty Programs: The Buffering Effect of Special Treatment Benefits.
    <i>Journal of Retailing</i>. 2014;90(1):111-118.'
  apa: 'Schumann, J. H., Wünderlich, N., &#38; Evanschitzky, H. (2014). Spillover
    Effects of Service Failures in Coalition Loyalty Programs: The Buffering Effect
    of Special Treatment Benefits. <i>Journal of Retailing</i>, <i>90</i>(1), 111–118.'
  bibtex: '@article{Schumann_Wünderlich_Evanschitzky_2014, title={Spillover Effects
    of Service Failures in Coalition Loyalty Programs: The Buffering Effect of Special
    Treatment Benefits.}, volume={90}, number={1}, journal={Journal of Retailing},
    publisher={Elsevier}, author={Schumann, Jan H and Wünderlich, Nancy and Evanschitzky,
    Heiner}, year={2014}, pages={111–118} }'
  chicago: 'Schumann, Jan H, Nancy Wünderlich, and Heiner Evanschitzky. “Spillover
    Effects of Service Failures in Coalition Loyalty Programs: The Buffering Effect
    of Special Treatment Benefits.” <i>Journal of Retailing</i> 90, no. 1 (2014):
    111–18.'
  ieee: 'J. H. Schumann, N. Wünderlich, and H. Evanschitzky, “Spillover Effects of
    Service Failures in Coalition Loyalty Programs: The Buffering Effect of Special
    Treatment Benefits.,” <i>Journal of Retailing</i>, vol. 90, no. 1, pp. 111–118,
    2014.'
  mla: 'Schumann, Jan H., et al. “Spillover Effects of Service Failures in Coalition
    Loyalty Programs: The Buffering Effect of Special Treatment Benefits.” <i>Journal
    of Retailing</i>, vol. 90, no. 1, Elsevier, 2014, pp. 111–18.'
  short: J.H. Schumann, N. Wünderlich, H. Evanschitzky, Journal of Retailing 90 (2014)
    111–118.
date_created: 2018-11-16T09:23:24Z
date_updated: 2022-01-06T07:02:37Z
department:
- _id: '181'
intvolume: '        90'
issue: '1'
keyword:
- Service failure
- Spillover effects
- Buffering effect
- Coalition loyalty program
language:
- iso: eng
page: 111-118
publication: Journal of Retailing
publication_status: published
publisher: Elsevier
status: public
title: 'Spillover Effects of Service Failures in Coalition Loyalty Programs: The Buffering
  Effect of Special Treatment Benefits.'
type: journal_article
user_id: '37741'
volume: 90
year: '2014'
...