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    The relational value of loyalty programs in luxury retailing

    Stathopoulou, Anastasia and Balabanis, G. and Katsikeas, C. (2016) The relational value of loyalty programs in luxury retailing. In: Monaco Symposium on Luxury: Emerging Challenges in Luxury Marketing, 7-8 Apr 2016, Monaco. (Unpublished)

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    In the last decade loyalty programs have gained popularity across various industries. However and until recently, it was debatable if loyalty programs can be effective and appropriate in luxury retailing. If loyalty programs were to succeed in the luxury sector they had to deliver the kind of recognition and rewards that make luxury shoppers feel remarkable. Thus, this study examines how the utilitarian, hedonic and symbolic perceived benefits from loyalty programs can influence the satisfaction and trust with the program and consequently store loyalty. These relationships are compared between luxury and low-end retailers through data collected form a sample of 984 consumers from an online panel in US, using a structured questionnaire. Findings support that the effectiveness of loyalty programs is important to both settings but the strength of this effectiveness varies across the two settings. Specifically, hedonic and symbolic benefits found to be more important in the luxury context and utilitarian benefits in the low-end retailing setting. The results of this research address an important research gap and help to better understand customers' perceptions of loyalty program benefits. Finally, findings provide clear guidelines for managers in luxury retailing on how to design effectively their loyalty program rewards.


    Item Type: Conference or Workshop Item (Paper)
    Additional Information: A number of papers will be invited for publication in a special issue of the Journal of Business Research.
    Keyword(s) / Subject(s): Luxury retailing, loyalty programs, hedonic, utilitarian, symbolic benefits
    School: Birkbeck Faculties and Schools > Faculty of Business and Law > Birkbeck Business School
    Depositing User: Anastasia Stathopoulou
    Date Deposited: 14 Jun 2016 16:11
    Last Modified: 02 Aug 2023 17:24


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