Delivering customer loyalty schemes in retailing: Exploring the employee dimension

Andrew Smith; Leigh Sparks; Susan Hart; Nikolaos Tzokas

doi:10.1108/09590550410528962

Delivering customer loyalty schemes in retailing: Exploring the employee dimension

Andrew Smith, Leigh Sparks, Susan Hart, Nikolaos Tzokas

Norwich Business School

Research output: Contribution to journal › Article › peer-review

14 Citations (Scopus)

Abstract

Customer loyalty as a concept is inherently attractive to retail businesses. In many companies however, customer loyalty is operationalised through the activities of an often part‐time and transient workforce. The case illustration presented here, and in particular the analysis of employee responses on issues of loyalty scheme construction and operation, raises two main issues. For any retailer operating a loyalty scheme, these findings raise considerable management implications.

Original language	English
Pages (from-to)	178-218
Number of pages	41
Journal	International Journal of Retail and Distribution Management
Volume	32
Issue number	4
DOIs	https://doi.org/10.1108/09590550410528962
Publication status	Published - 2004

Access to Document

10.1108/09590550410528962

Cite this

@article{3929305608264aadb176e294508ccc5c,

title = "Delivering customer loyalty schemes in retailing: Exploring the employee dimension",

abstract = "Customer loyalty as a concept is inherently attractive to retail businesses. In many companies however, customer loyalty is operationalised through the activities of an often part‐time and transient workforce. The case illustration presented here, and in particular the analysis of employee responses on issues of loyalty scheme construction and operation, raises two main issues. For any retailer operating a loyalty scheme, these findings raise considerable management implications.",

author = "Andrew Smith and Leigh Sparks and Susan Hart and Nikolaos Tzokas",

year = "2004",

doi = "10.1108/09590550410528962",

language = "English",

volume = "32",

pages = "178--218",

journal = "International Journal of Retail and Distribution Management",

issn = "0959-0552",

publisher = "Emerald Group Publishing Ltd.",

number = "4",

}

TY - JOUR

T1 - Delivering customer loyalty schemes in retailing: Exploring the employee dimension

AU - Smith, Andrew

AU - Sparks, Leigh

AU - Hart, Susan

AU - Tzokas, Nikolaos

PY - 2004

Y1 - 2004

N2 - Customer loyalty as a concept is inherently attractive to retail businesses. In many companies however, customer loyalty is operationalised through the activities of an often part‐time and transient workforce. The case illustration presented here, and in particular the analysis of employee responses on issues of loyalty scheme construction and operation, raises two main issues. For any retailer operating a loyalty scheme, these findings raise considerable management implications.

AB - Customer loyalty as a concept is inherently attractive to retail businesses. In many companies however, customer loyalty is operationalised through the activities of an often part‐time and transient workforce. The case illustration presented here, and in particular the analysis of employee responses on issues of loyalty scheme construction and operation, raises two main issues. For any retailer operating a loyalty scheme, these findings raise considerable management implications.

U2 - 10.1108/09590550410528962

DO - 10.1108/09590550410528962

M3 - Article

VL - 32

SP - 178

EP - 218

JO - International Journal of Retail and Distribution Management

JF - International Journal of Retail and Distribution Management

SN - 0959-0552

IS - 4

ER -