Card issuers have mainly relied on rewards programs as their main strategic driver to increase electronic payments. However, there is scarce evidence on the effectiveness of rewards programs. This paper offers novel evidence on two key issues: i) it measures the impact of rewards programs on the...

The consumer goods market is characterized by strong competition. Thus, to bind customers to the company, a higher priority needs to be attributed to customer retention measures. Such measures include the loyalty card, but the use of the physical card is declining. To counteract this decline,...

Card issuers have mainly relied on rewards programs as their main strategic driver to increase electronic payments. However, there is scarce evidence on the effectiveness of rewards programs. This paper offers novel evidence on two key issues: i) it measures the impact of rewards programs on the...

Purpose – This study examined how service providers effectively respond to consumer complaints in an online shopping environment by applying the fairness theory including distributive, procedural, and interactional fairness.Design/Methodology/Approach – Empirical research was conducted using...

I: Gestaltung eines Erwartungsmanagements als Herausforderung für das Dienstleistungsmarketing -- 1. Bedeutung eines Erwartungsmanagements im Dienstleistungsbereich -- 2. Forschungsziele und Forschungsfragen -- 3. Gang der Untersuchung -- II: Schaffung einer theoretischen Basis für die...

The present research aims to determine the relationship between the construct of autonomy, intrinsic motivation, and tourist experience, as well as loyalty in the context of wellness and spa tourism. The exploratory-descriptive design was adopted in the present research. A research instrument...