Closing time for a retailer or service provider represents a time when a store is in transition from an open domain to a closed domain. During this time, employees’ tasks change from primarily serving customers to managing their closing time activities while concurrently serving customers. As...

Purpose This paper aims to examine the impact of an open loyalty programme (anyone can join) versus a selective programme (requirements must be met) to show what types of loyalty programmes are most effective. In-group identification, gratitude, stage of relationship and visibility are...

Loyalty reward programs play an important strategic role attracting and retaining customers. Surprisingly, reward redemptions receive minimal research attention. Despite widespread reward program offerings, evidence suggests customers increasingly abandon them due to controlling (restrictive)...