Cover -- Half Title -- Title Page -- Copyright Page -- Contents -- List of figures -- List of tables -- Preface to the second edition -- Preface to the first edition -- Part I: Customer Loyalty Programmes and Clubs -- 1 Why you should read this book! -- 2 Executive summary -- 3 What is a...

This article examines omnichannel redemption options when issuing digital coupons over social media. It investigates which channels or combinations of them provide optimal performance in terms of service-quality perception, customer satisfaction, and revenue. For that purpose, it compares three...

We study the impact of launching a non-tiered customer loyalty program on consumers' spending per visit, frequency of visits and attrition rates, as well as the overall customer value. We demonstrate these results both through descriptive difference-in-difference regressions as well as through a...