---
_id: '35660'
abstract:
- lang: eng
  text: 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:
- first_name: Jan-Peter
  full_name: Kucklick, Jan-Peter
  id: '77066'
  last_name: Kucklick
- first_name: Michael Reiner
  full_name: Kamm, Michael Reiner
  last_name: Kamm
- first_name: Johannes
  full_name: Schneider, Johannes
  last_name: Schneider
- first_name: Jan
  full_name: vom Brocke, Jan
  last_name: vom Brocke
citation:
  ama: 'Kucklick J-P, Kamm MR, Schneider J, vom Brocke J. Extending Loyalty Programs
    with BI Functionalities A Case Study for Brick-and-Mortar Stores. In: <i>Proceedings
    of the 53rd Hawaii International Conference on System Sciences</i>. ; 2020.'
  apa: Kucklick, J.-P., Kamm, M. R., Schneider, J., &#38; vom Brocke, J. (2020). Extending
    Loyalty Programs with BI Functionalities A Case Study for Brick-and-Mortar Stores.
    <i>Proceedings of the 53rd Hawaii International Conference on System Sciences</i>.
    53th Annual Hawaii International Conference on System Sciences (HICSS-53).
  bibtex: '@inproceedings{Kucklick_Kamm_Schneider_vom Brocke_2020, title={Extending
    Loyalty Programs with BI Functionalities A Case Study for Brick-and-Mortar Stores},
    booktitle={Proceedings of the 53rd Hawaii International Conference on System Sciences},
    author={Kucklick, Jan-Peter and Kamm, Michael Reiner and Schneider, Johannes and
    vom Brocke, Jan}, year={2020} }'
  chicago: Kucklick, Jan-Peter, Michael Reiner Kamm, Johannes Schneider, and Jan vom
    Brocke. “Extending Loyalty Programs with BI Functionalities A Case Study for Brick-and-Mortar
    Stores.” In <i>Proceedings of the 53rd Hawaii International Conference on System
    Sciences</i>, 2020.
  ieee: J.-P. Kucklick, M. R. Kamm, J. Schneider, and J. vom Brocke, “Extending Loyalty
    Programs with BI Functionalities A Case Study for Brick-and-Mortar Stores,” presented
    at the 53th Annual Hawaii International Conference on System Sciences (HICSS-53),
    2020.
  mla: Kucklick, Jan-Peter, et al. “Extending Loyalty Programs with BI Functionalities
    A Case Study for Brick-and-Mortar Stores.” <i>Proceedings of the 53rd Hawaii International
    Conference on System Sciences</i>, 2020.
  short: 'J.-P. Kucklick, M.R. Kamm, J. Schneider, J. vom Brocke, in: Proceedings
    of the 53rd Hawaii International Conference on System Sciences, 2020.'
conference:
  name: 53th Annual Hawaii International Conference on System Sciences (HICSS-53)
date_created: 2023-01-10T08:39:45Z
date_updated: 2023-01-12T05:32:16Z
department:
- _id: '195'
- _id: '196'
keyword:
- brick-and-mortar stores
- business intelligence
- case study
- loyalty program
language:
- iso: eng
main_file_link:
- url: https://scholarspace.manoa.hawaii.edu/server/api/core/bitstreams/335317f1-8fb6-4561-9faa-27e6a7d29771/content
publication: Proceedings of the 53rd Hawaii International Conference on System Sciences
status: public
title: Extending Loyalty Programs with BI Functionalities A Case Study for Brick-and-Mortar
  Stores
type: conference
user_id: '77066'
year: '2020'
...
---
_id: '5705'
abstract:
- lang: eng
  text: '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.'
article_type: original
author:
- first_name: Els
  full_name: Breugelmans, Els
  last_name: Breugelmans
- first_name: Tammo H A
  full_name: Bijmolt, Tammo H A
  last_name: Bijmolt
- first_name: Jie
  full_name: Zhang, Jie
  last_name: Zhang
- first_name: Leonardo J
  full_name: Basso, Leonardo J
  last_name: Basso
- first_name: Matilda
  full_name: Dorotic, Matilda
  last_name: Dorotic
- first_name: Praveen
  full_name: Kopalle, Praveen
  last_name: Kopalle
- first_name: Alec
  full_name: Minnema, Alec
  last_name: Minnema
- first_name: Willem Jan
  full_name: Mijnlieff, Willem Jan
  last_name: Mijnlieff
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
citation:
  ama: 'Breugelmans E, Bijmolt THA, Zhang J, et al. Advancing Research on Loyalty
    Programs: A Future Research Agenda. <i>Marketing Letters</i>. 2015;26(2):127-139.'
  apa: 'Breugelmans, E., Bijmolt, T. H. A., Zhang, J., Basso, L. J., Dorotic, M.,
    Kopalle, P., … Wünderlich, N. (2015). Advancing Research on Loyalty Programs:
    A Future Research Agenda. <i>Marketing Letters</i>, <i>26</i>(2), 127–139.'
  bibtex: '@article{Breugelmans_Bijmolt_Zhang_Basso_Dorotic_Kopalle_Minnema_Mijnlieff_Wünderlich_2015,
    title={Advancing Research on Loyalty Programs: A Future Research Agenda.}, volume={26},
    number={2}, journal={Marketing Letters}, publisher={Springer}, 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}, year={2015}, pages={127–139} }'
  chicago: 'Breugelmans, Els, Tammo H A Bijmolt, Jie Zhang, Leonardo J Basso, Matilda
    Dorotic, Praveen Kopalle, Alec Minnema, Willem Jan Mijnlieff, and Nancy Wünderlich.
    “Advancing Research on Loyalty Programs: A Future Research Agenda.” <i>Marketing
    Letters</i> 26, no. 2 (2015): 127–39.'
  ieee: 'E. Breugelmans <i>et al.</i>, “Advancing Research on Loyalty Programs: A
    Future Research Agenda.,” <i>Marketing Letters</i>, vol. 26, no. 2, pp. 127–139,
    2015.'
  mla: 'Breugelmans, Els, et al. “Advancing Research on Loyalty Programs: A Future
    Research Agenda.” <i>Marketing Letters</i>, vol. 26, no. 2, Springer, 2015, pp.
    127–39.'
  short: E. Breugelmans, T.H.A. Bijmolt, J. Zhang, L.J. Basso, M. Dorotic, P. Kopalle,
    A. Minnema, W.J. Mijnlieff, N. Wünderlich, Marketing Letters 26 (2015) 127–139.
date_created: 2018-11-15T11:46:22Z
date_updated: 2022-01-06T07:02:36Z
department:
- _id: '181'
intvolume: '        26'
issue: '2'
keyword:
- Loyalty programs
- Loyalty program design
- Loyalty program performance assessment
- Emerging trends
- Partnership loyalty programs
- Customer relationship management
language:
- iso: eng
page: 127-139
publication: Marketing Letters
publication_status: published
publisher: Springer
status: public
title: 'Advancing Research on Loyalty Programs: A Future Research Agenda.'
type: journal_article
user_id: '37741'
volume: 26
year: '2015'
...
---
_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'
...