@inproceedings{35660,
  abstract     = {{Effective customer loyalty programs are essential for every company. Small and medium sized brick-and- mortar stores, such as bakeries, butcher and flower shops, often share a common overarching loyalty program, organized by a third-party provider. Furthermore, these small shops have limited resources and often cannot afford complex BI tools. Out of these reasons we investigated how traditional brick-and- mortar stores can benefit from an expansion of service functionalities of a loyalty card provider. To answer this question, we cooperated with a cross-industry customer loyalty program in a polycentric region. The loyalty program was transformed from simple card-based solution to a mobile app for customers and a web- application for shop owners. The new solution offers additional BI services for performing data analytics and strengthening the position of brick-and-mortar stores. Participating shops can work together in order to increase sales and align marketing campaigns. Therefore, shopping data from 12 years, 55 shops, and 19,000 customers was analyzed.}},
  author       = {{Kucklick, Jan-Peter and Kamm, Michael Reiner and Schneider, Johannes and vom Brocke, Jan}},
  booktitle    = {{Proceedings of the 53rd Hawaii International Conference on System Sciences}},
  keywords     = {{brick-and-mortar stores, business intelligence, case study, loyalty program}},
  title        = {{{Extending Loyalty Programs with BI Functionalities A Case Study for Brick-and-Mortar Stores}}},
  year         = {{2020}},
}

@article{5705,
  abstract     = {{Despite the growing literature on loyalty program (LP) research, many questions remain underexplored. Driven by advancements in information technology, marketing analytics, and consumer interface platforms (e.g., mobile devices), there have been many recent developments in LP practices around the world. They impose new challenges and create exciting opportunities for future LP research. The main objective of this paper is to identify missing links in the literature and to craft a future research agenda to advance LP research and practice. Our discussion focuses on three key areas: (1) LP designs, (2) Assessment of LP performance, and (3) Emerging trends and the impact of new technologies. We highlight several gaps in the literature and outline research opportunities in each area.}},
  author       = {{Breugelmans, Els and Bijmolt, Tammo H A and Zhang, Jie and Basso, Leonardo J and Dorotic, Matilda and Kopalle, Praveen and Minnema, Alec and Mijnlieff, Willem Jan and Wünderlich, Nancy}},
  journal      = {{Marketing Letters}},
  keywords     = {{Loyalty programs, Loyalty program design, Loyalty program performance assessment, Emerging trends, Partnership loyalty programs, Customer relationship management}},
  number       = {{2}},
  pages        = {{127--139}},
  publisher    = {{Springer}},
  title        = {{{Advancing Research on Loyalty Programs: A Future Research Agenda.}}},
  volume       = {{26}},
  year         = {{2015}},
}

@article{5714,
  abstract     = {{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.}},
  author       = {{Schumann, Jan H and Wünderlich, Nancy and Evanschitzky, Heiner}},
  journal      = {{Journal of Retailing}},
  keywords     = {{Service failure, Spillover effects, Buffering effect, Coalition loyalty program}},
  number       = {{1}},
  pages        = {{111--118}},
  publisher    = {{Elsevier}},
  title        = {{{Spillover Effects of Service Failures in Coalition Loyalty Programs: The Buffering Effect of Special Treatment Benefits.}}},
  volume       = {{90}},
  year         = {{2014}},
}