Freedom restriction and non-member customers’ response to loyalty programs

Ding, Anni; Legendre, Tiffany S.; Han, Ju-Yeon; Chang, Howook

doi:10.1016/j.ijhm.2020.102809

Cited by 11 publications

(4 citation statements)

References 46 publications

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“…The basis of a loyalty program is to provide products and services above standards to offer social status and recognition to different customer groups. These efforts enable the retention of loyal and profitable customers (Ding et al, 2021). Nowadays, however, efforts to acquire new customers have gone beyond retaining current customers, so that new customers can buy a product or service at relatively more advantageous prices and with more opportunities than current customers.…”

Section: Customer Loyaltymentioning

confidence: 99%

A Suggested Model for Customer Relationship Management with Customer Experience-Oriented Data Optimization in the Mobile Phone Industry

Karaboğa¹

2023

CMUJASR

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This study develops a marketing information system algorithm for determining whether and to what degree customers of mobile phone businesses prefer their own brands after experiencing problems with their current product, or in customer service or repair services during or at the end of an average use period for their product. With a process map and system algorithm, a data analytics model required for creating a satisfied and loyal customer group is described based on analysis results obtained by tracking/analyzing customer experiences in different processes. The article‘s findings can help to optimize product, sales, and service development activities focused on business profitability by highlighting data-driven customer experience tracking systems for business. Keywords Customer experience, CRM, Current customer, System algorithm, Conceptual modeling.

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Section: Customer Loyaltymentioning

confidence: 99%

A Suggested Model for Customer Relationship Management with Customer Experience-Oriented Data Optimization in the Mobile Phone Industry

Karaboğa¹

2023

CMUJASR

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“…The link between epidemics, such as SARS, Influenza, Ebola, and Swine Flu, has been extensively studied in the literature (Akhtar et al, 2020 ), demonstrating the relevance of PRT in the context of the COVID-19 pandemic. The primary components of the PRT include the consumers' freedom restriction resulting in anger and negative cognitions (Ding et al, 2021 ), which provides a foundation for investigating the restaurant consumers' reactions to psychological distance during the COVID-19 pandemic. Prior literature (Rosenberg and Siegel, 2018 ; Hoang, 2020 ; Lee et al, 2020 ; de Rosa and Mannarini, 2021 ; Fischetti et al, 2021 ; Foroudi et al, 2021 ) also lends support to the application of this theory in the current study.…”

Section: Theoretical Background and Hypotheses Developmentmentioning

confidence: 99%

Unveiling the effects of consumers' psychological distance on their reactance and related behavioral outcomes: Do lockdown restrictions matter?

Chen

Duan²,

Ittefaq³

et al. 2022

Front. Psychol.

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This study examined consumers' psychological reactance, which is insufficiently explored in the literature. This research fills the gaps found in the literature reviewed and investigates how the psychological reactance of restaurant consumers developed because of social, temporal, and spatial distancing measures during COVID-19. This study also explored ways in which the restaurant industry can increase its compliance with COVID-19 restrictions in such a situation. We explored the effects of social, temporal, and spatial distancing on psychological reactance. We also identified the moderating effect of lockdown restrictions, which strengthen the psychological reactance developed because of (a) social distancing, (b) temporal distancing, and (c) spatial distancing. We collected data from restaurant consumers in Lahore. This study applied quantitative techniques (i.e., a test of normality, measurement model assessment, structural model assessment, and common method variance). The data were analyzed using IBM SPSS 25 and AMOS 24 and the results were interpreted and presented accordingly. This study added to the literature on psychological reactance, service management, and psychological distance. We could also help the restaurant industry overcome the challenges that occurred during the COVID-19 pandemic and the closures. This study could assist the restaurant industry to understand consumer behavior and attract potential consumers.

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“…Individuals thus seek to maintain or reestablish their freedom through means such as adopting the opposite of the messages’ advocacy (Worchel & Brehm, 1970), or perceiving the alternative option to be more attractive (Hammock & Brehm, 1966). Psychological reactance theory has received recent attention in the fields of advertising (e.g., Kim et al, 2017), prosocial behaviors (e.g., Kavvouris et al, 2020), health communications (Amstrong et al, 2019), tourism (e.g., Lunardo & Ponsignon, 2020; Song et al, 2018) and hospitality (Ding et al, 2021). In the streams of studies, reactance has been treated as a composite measurement that is intertwined with negative cognitions like counterarguments and strong effects like anger (Dillard & Shen, 2005).…”

Section: Literature Reviewmentioning

confidence: 99%

Healthy, But Say It Out Loud? The Messaging Effect on Restaurants’ Healthy Food Promotion

Rui-ying

2022

Journal of Hospitality & Tourism Research

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This research aims to examine the role of menu messaging (implicit vs. explicit) used to disclose the healthy food item in shifting diner perceptions and purchase intentions. Drawing on a consumer experiment, the results establish a menu messaging effect on diners’ purchase intentions of healthy items and the underlying mechanism via psychological reactance and perceived attractiveness. Explicit (vs. implicit) messaging negatively affects consumer purchase intentions, which is due to 1) increased psychological reactance (i.e., perceived threat of freedom and counterarguing) and 2) decreased perceived attractiveness. The menu messaging effect is further conditioned by diners’ goal orientation (pleasure vs. goal). Under a goal-driven mindset, the messaging effect is more pronounced compared to a pleasure-driven mindset. This research is among the first to establish a significant role of menu messaging in healthy item communication at restaurants. Theoretical and managerial are further elaborated.

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Freedom restriction and non-member customers’ response to loyalty programs

Cited by 11 publications

References 46 publications

A Suggested Model for Customer Relationship Management with Customer Experience-Oriented Data Optimization in the Mobile Phone Industry

A Suggested Model for Customer Relationship Management with Customer Experience-Oriented Data Optimization in the Mobile Phone Industry

Unveiling the effects of consumers' psychological distance on their reactance and related behavioral outcomes: Do lockdown restrictions matter?

Healthy, But Say It Out Loud? The Messaging Effect on Restaurants’ Healthy Food Promotion

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