In the retail sector, consumers typically patronize multiple outlets for a variety of products, which raises the important issue of how outlets can gain a greater share of consumer expenditures. One such way is to increase repeat purchases through loyalty programs. This article examines the impact of loyalty programs, which target existing customers, on repurchase behavior in grocery stores. It finds that heavier, more frequent customers of a store enroll in the loyalty program earlier; that buying behavior changes only slightly after buyers join the program; and that small changes in loyalty appear to erode 6-9 months after buyers join.

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International audiencePurpose - This article aims to dwell on theoretical, managerial, and empirical knowledge to improve loyalty programme efficiency. Its intention is to try to understand how economic, hedonist, relational, convenience, informational rewards enhance or undermine customers' perceived programme benefits as well as subsequently loyalty according to individual shopping orientations (economical, hedonist, social-relational, apathetic, brand/loyal). Design/methodology/approach - The research uses self-determination theory (SDT) and purchase orientations to classify types of rewards in terms of their effect on perceived programme benefits and loyalty. Scales are developed through exploratory and confirmatory factor analysis. To validate the hypotheses, surveys in two retail chains (grocery/perfumery) are used. Structural equation modelling confirms the research model. Findings - Perceived benefits and loyalty vary according to purchase orientations, in line with the SDT. Intrinsic (extrinsic) rewards motivate customers to act to obtain a benefit within (apart from) the target of their purchase orientation and influences loyalty positively (have low impact on loyalty). Research limitations/implications - Further testing of reward types, in(ex)trinsic motivation, across multiple contexts is necessary for validity enhancement as it remains challenging to categorize purchase orientations and rewards. It is necessary to precisely define the degree of the relationship among an intrinsic purchase orientation and perceived loyalty programmes' benefits as orientations might be multidimensional. Practical implications - Differentiation through tailored rewards is necessary in markets with strong competition to appeal to different segments. Differentiation could be achieved through nonmonetary benefits. The principal role of loyalty programmes should be to identify and segment customers as a means to improve resource allocations. Originality/value - This is one of the pioneer articles in the use of SDT in marketing research. SDT provides a multi-benefit framework which identifies the different (non-) monetary rewards customers may value (in)extrinsically when participating in loyalty programmes. The development of scales which focus on rewards and the impact of purchase orientations on loyalty programmes' perceived benefits is another contributio

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In this article are explored in a theoretical way the determinants of performance of Customer Relationship Management information systems that are established gradually in most of large companies. The approach adopted in this study focuses attention upon two central assumptions: the effect of the systems of CRM is mediated first by an increasing capability of organizational learning, and secondly through better organisational control devices.

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The Covid-19 pandemic offers a spectacular case of disaster management. In this literature, the paradigm of participation is fundamental: the mitigation of the impact of the disaster, the quality of the preparation and the resilience of the society, which facilitate the reconstruction, depend on the participation of the populations. Being able to observe and measure the state of mental health of the population (anxiety, confidence, expectations, ...) and to identify the points of controversy and the content of the discourse, are necessary to support measures designed to encourage this participation. Social media, and in particular Twitter, offer valuable resources for researching this discourse. The objective of this empirical study is to reconstruct a micro history of users' reactions to the pandemic as they share them on social networks. The general method used comes from new processing techniques derived from Natural Language Processing (NLP). Three analysis methods are used to process the corpus: analysis of the temporal evolution of term occurrences; creation of dynamic semantic maps to identify co-occurrences; analysis of topics using the SVM method. The main empirical result is that the mask emerges as a central figure of discourse, at least in the discourse produced by certain social media. The retrospective analysis of the phenomenon allows us to explain what made the mask a focal point not only in conversation, but also in behaviors. Its value resides less in its functional qualities than in its ability to fix attention and organize living conditions under the threat of pandemic.