Positive outcomes of loyalty programs are clear for firms, yet little research examines customer perceptions. To address this gap, this article investigates various perceived benefits of loyalty programs using a multi-benefit framework based on utilitarian, hedonic, and relationship literature. Two quantitative studies, involving 658 French members of loyalty programs, provide a 16-item scale that measures five types of perceived benefits: monetary savings, exploration, entertainment, recognition, and social benefits. The five dimensions have different impacts on satisfaction with the program, loyalty to the program, and perceived relationship investment of the firm. This article offers a discussion of the theoretical and managerial implications of these findings for relationship marketing strategies.

Cet article dresse un bilan d'un ensemble de recherches menées à ce jour dans le domaine du risque perçu en psychologie du consommateur. Le concept de risque et les méthodes de mesure font l'objet d'une première partie. Les antécédents, regroupés en trois ensembles selon qu'ils sont liés à l'individu, au produit ou à la situation d'achat, sont ensuite présentés. La question du statut théorique de la variable de risque en psychologie du consommateur est finalement soulevée. L'auteur conclut sur les voies de recherches envisageables.

The short-term effect of store-level promotions (weekly flyers, radio and outdoor advertising) on grocery store choice is investigated. We estimate household-level multinomial logit models of store choice on panel data, using promotional variables, loyalty and psychographic moderating variables. The research shows that the short-term effect of store-level promotions on store choice is significant but weak: store choice is mainly driven by loyalty. While we fail to demonstrate the moderating role of psychographic variables (involvement toward shopping, attitude toward the purchase of products on promotion, search for promotional information), however, the quasi-moderating role of loyalty is clearly validated. From a managerial point of view, adapting store-level promotions to individual characteristics does not seem to be relevant. Nevertheless, further research should be conducted in order to take into account the potential interactive effects of individual variables in a more systematic way, for example though a latent class analysis.

No abstract

No abstract

Sophie Rieunier est Maître de Conférences à l'université de Rennes I et chercheur au CREREG (Centre de Recherche Rennais en Economie et en Gestion). Pierre Volle est Maître de Conférences à l'université Paris-Dauphine et chercheur au DMSP. Les auteurs sont spécialistes des questions de comportement de consommation et de distribution. Remerciements Les auteurs tiennent à remercier les 36 experts de la distribution qui ont accepté de répondre au questionnaire qui leur a été envoyé pour cette étude. Tendances de consommation et concepts innovants dans la distribution Résumé Cet article a pour objectif d'offrir aux distributeurs un outil diagnostic de leur capacité actuelle à répondre aux tendances de consommation, pour les aider à définir des priorités en matière de marketing stratégique (adaptation des concepts actuels, développement de concepts spécialisés…). Une première partie présente l'ensemble des tendances et leur utilisation réelle dans trois types de commerce (commerce spécialisé, grande distribution alimentaire et commerce électronique). Une seconde partie se fait l'écho des résultats d'une étude menée auprès de 36 experts de la distribution qui ont noté l'importance de chaque tendance ainsi que l'exploitation actuelle qui en est faite. Ces deux parties permettent, d'une part, de proposer au distributeur une grille d'évaluation de sa capacité à répondre à chaque tendance et, d'autre part, de définir des priorités de travail pour chaque type de commerce au moyen du croisement entre l'importance de la tendance et l'exploitation actuelle par les distributeurs.

Purpose This study aims to illustrate how firms engage in rhetorical history, i.e. “the process by which managers skillfully impose meaning on a firm’s past as a persuasive and agentic process” (Suddaby et al., 2010). The case study shows that the connection of past events to specific and schematic narratives allows external events to be appropriated and used by Starbucks as assets to achieve its organizational goals (e.g. legitimacy). Design/methodology/approach The study is based on a close reading and coding of 1,852 “stories” (2,470 pages) published by Starbucks between 2003 and 2020. Findings The authors first show that Starbucks’ language relies heavily on terms referring to temporality. The authors then highlight the organization’s efforts to assert its history, to emphasize its heritage and to inscribe itself in local and national histories. With this case study, the authors contribute to the ongoing debate on history as an organizational resource. The study shows how brands that are not necessarily “historical” can mobilize rhetorical history in their strategic marketing. Research limitations/implications This case study illustrates four heritage implementation strategies: narrating, visualizing, performing and embodying. Further research could contribute to the discussion of rhetorical history production practices, in particular how heritage elements are validated, articulated, related and adopted by organizations (Burghausen and Balmer, 2014). Originality/value The research shows that the main mechanism for constituting social memory assets does not lie in the accumulation of narratives, but in the coupling of narratives at different levels, and in the inclusion of several stakeholders within the narratives. The research also highlights that the affirmation of the historicity of the firm is a prerequisite for the constitution of social memory assets. The research shows that there are a wide variety of ways to convey historical narratives, in particular the essential role leadership plays in the rhetorical process of historicization. The research also shows that the issues of identity and legitimacy are more closely linked than previous research has suggested. In a way, rhetorical history serves strategic management as much as marketing. The porosity between the different audiences allows for a strong alignment between stakeholders, thus consolidating a competitive advantage that lies at the heart of Starbucks’ success, and which notably contributes to reinforcing its core value proposition (i.e. access to a “welcoming, safe and inclusive” third place) and its relational business model. Finally, the case shows that the mobilization of social memory assets does not necessarily lead to the use of nostalgic associations. In this case, for Starbucks, it is not a matter of cultivating memories of the “good old days” but of drawing inspiration from the past, of maintaining traditions to remain culturally relevant and of relying on these assets to project itself into the future.

No abstract