The video streaming industry has grown at a rapid speed during the past decade and has becomea trending topic in regard to technological advancements. Nowadays, there are manycompetitors in the market, and it is getting harder to stand out from the competition. Furthermore, the customers are demanding more in their choice of video streaming servicesand are expecting several features and functions in order to retain the service. Electronic Customer Relationship Management (eCRM) is a tool that has been used by providers of videostreaming services in order to improve long-term customer relationships. eCRM has beenresearched before as well as implemented by many companies. However, there are stillresearch gaps in relation to a potential impact that eCRM features have on customer loyalty, aswell as a managerial need to investigate these issues further. The purpose of this thesis is to develop deeper knowledge about how pre-, at- and postpurchase features of eCRM affect the customer loyalty in the video streaming industry. Thecontext of the study was the video streaming industry as it has increased majorly in popularityover the past years and there are many features to consider in the purchasing process. Therefore,we developed a conceptual model that was based on prior research to investigate the influenceof specific features on customer loyalty. The empirical data collection was conductedconsidering the conceptual model. This study was conducted by using a qualitative methodwith semi structured interviews, the respondents consisted of active users of a streaming serviceat the age between 18 to 34 years old. By analyzing the empirical data, we could determinefeatures of eCRM that affected and did not affect customer loyalty in our study. The findings showed that all the steps of the purchase process had features that affectedcustomer loyalty. The features of pre-purchase that we found relevant to customer loyalty inour study were captivating customers, which refers to the ability to attract customers' attention. The features of captivating customers are marketing, popularity, and recommendations, andout of these features, it was popularity and recommendation that we found affecting thecustomers loyalty. The features of the second step in the purchase process, at-purchase, that wefound affecting customer loyalty in our study were assortment, price, and convenience. Assortment refers to the content and supply of the service while the price refers to how muchthe service cost. Convenience is divided into four parts, the number of profiles, active users,devices that can use the service and the ability to stream offline, all these features exceptstreaming offline were found to have an effect on customer loyalty. Post-purchase refers to astage after the purchase has been made and, in our study, we found that the feature of clientcommunication has an effect on customer loyalty. Client communication is the communicationthat accrue between company and customer.

Purpose – The purpose of this study is to investigate the relative efficacies of intrinsic and extrinsic cues as drivers of customer loyalty to financial institutions between male and female bank customers. Design/methodology/approach – A large-scale survey of 872 customers of a national bank serves as the study setting. Findings – Results showed that extrinsic cues were the more effective correlates of customer loyalty and that gender does not moderate the relationships between image cues and customer loyalty. Research limitations/implications – The cross-sectional nature of the current study does not allow causal inferences. Therefore, future studies should adopt longitudinal designs. Practical implications – Results suggest that, although transmitting a favorable image through extrinsic cues is critical, nevertheless, intrinsic cues (interactions among customers and bank personnel) should not be ignored. To reinforce this not only among current customers but also among potential customers, banks should use advertisements featuring favorable testimonials. Originality/value – Empirical research in the banking services literature pertaining to the efficacies of intrinsic and extrinsic cues in forming customer loyalty is scarce. This study fills in the void. Also, in determining if the relationships between image and customer loyalty vary by gender, the authors not only looked at male versus female differences on the basis of average construct scores but also examined the structural relationships among the constructs.

Corporate social responsibility is a broad business model, that encourages companies to be transparent concerning their environmental, ethical, philanthropic and economical aims. The purpose of this thesis is to explain if efforts within these areas could eventually lead to customer loyalty. Customer loyalty is often achieved when a company builds and maintains a positive long-term relationship with a consumer. In order to conduct research on the subject, a quantitative method was used in order to gather data. Since this research is built upon existing research, it is explanatory and uses a cross-sectional research design. This led to the testing of four hypotheses and a construction of a questionnaire, that was sent out to the public by posting it on social medias. In connection to this, ethical and societal issues were taken into consideration when the questionnaire was written. The data collected was compiled in IBM SPSS Statistics and structured in the results chapter. The findings of the data indicate that the proposed model of the four hypotheses was rejected due to insignificance. Therefore, the authors concluded that CSR does not have an effect on customer loyalty, in contradiction to what previous research has stated on the relationship.

Customer loyalty is considered to be critically important to growth, profitability and sustainability. It has received much attention by practitioner and managers. However, some important variables about the different types of loyalty have remained unclear. While businesses look towards adopting various strategies to help them grow and succeed in the marketplace, a number of key business orientations have emerged. Each of these orientations has claimed to increase both profitability and customer loyalty for an organization. This research has examined both of these factors, as well as their inter-relationships. The research was conducted in a two part study, based on a sequential triangulation approach. The first study focused on finding out the differences between two of the highest types of loyalties, attitudinal and emotional. The study, based on 40 interviews with customers from three different companies, across two cultural settings (Asian and European), has led to the emergence of key differentiating factors. The second study focused on the relationships between business orientations and customer loyalty. This study was based on six case studies of best practice firms. The study found a positive link between business orientations and loyalty. Moreover, a set of critical success factors were identified that would enable companies to implement effective loyalty management systems. Based on both of these two studies, a loyalty management model has been presented. The model helps to improve our understanding of loyalty, and would be of use to managers who would want to develop and manage customer loyalty in an organisation. / University of East London

Abstract  Purpose - Purpose of given study is to analyse the impact of service recovery measures on customer loyalty by considering a Case company Swedbank. Both primary and secondary data have been collected for this paper. In primary data interviews and questionnaires are used. Different theories about customer loyalty and service recovery are discussed in secondary data. Both qualitative and quantitative data are used. Multiple regression analysis is used to analyse the data and give conclusion. Conclusion - Conclusion shows that service recovery measure can impact customer loyalty. It is also concluded that prompt response, Material compensation and politeness of employees play important role in service recovery measures and influence customer loyalty. Methodology - New articles have been used in the paper, however the old articles that have high contribution in the body of knowledge are not be discounted also. Our methodology for the process is unique in which multiple regression method is used and components of Customer loyalty, word of mouth and repurchase intention are analysed on basis of independent variables. Methodology and literature can help the researchers who want to further explore this area. Practical implication - Theories discussed in the thesis can be used as basis to develop the strategies in services; these strategies can consider the service recovery measures discussed in this paper and it can also help Swedbank to know the importance of service recovery process in customer loyalty.  Limitation - Few limitations of this paper are; customer loyalty is the objective of this paper, not Customer satisfaction. Service recovery may result in customer satisfaction not in customer loyalty. Moreover only two components of loyalty have been examined, word of mouth and repurchase intention. The attitudinal component of customer loyalty can appear in more forms than only word of mouth. Moreover this thesis is not considering customers who have problems but they did not communicate to the bank, or they just exit or they are still with bank and having negative word of mouth, but they never communicate to the bank.

The primary objective of the research was to examine the motivations behind members’ participation in Tesla’s online community on Facebook and explore how member interaction influences engagement and loyalty towards Tesla. The emergence of new technologies has intensified the complexity of understanding user behaviors. This study contributes to an enhanced understanding of how individuals utilize media to fulfill various needs, impacting behaviors and attitudes. Previous research indicates that online community participants seek belonging, information, social interaction, entertainment, and self-realization. Active involvement, information sharing, and stronger relationships within brand communities enhance consumer-brand relations and serve as exit barriers. Therefore, three research questions were formulated to shed light on members’ motivations for participation, their level of involvement, relationships within the community, and their impact on customer loyalty. Positioned within popular culture studies and with a framework consisting of Brand Community Theory and Uses and Gratifications Theory, a qualitative content analysis was conducted on 10 semi-structured interviews. Findings suggest varying motivations for participation, with primary emphasis on gathering product information. Active engagement through knowledge-sharing fosters a sense of unity and heightens involvement. The social interaction among Tesla enthusiasts not only enhances engagement but also cultivates customer loyalty by fostering meaningful relationships. Members' roles as "working consumers", and Tesla’s responsiveness to suggestions, positively influence customer loyalty, reinforcing the community's value. However, member passivity due to negativity or unfulfilled entertainment needs can result in diminished engagement and subsequently affect customer loyalty negatively.

No description available.

Thesis (doctoral) - Otto Beisheim School of Management, Vallendar, 2006. / Includes bibliographical references (p. [271]-309).

Thesis (MPhil (Information Science))--University of Stellenbosch, 2005. / ENGLISH ABSTRACT: Loyalty programmes have become very popular over the last 10 years and many businesses have chosen to implement such programmes to support their marketing strategies. Fundamental to the functioning and success of such loyalty programmes is the ability to gather, process, analyse and apply information regarding a business' customers. Such information is generated through customers' interactions with the programme and the business to which it is linked, as well as the various services and their providers that make up the programme. The aim of this research project is to investigate the question of whether an information-oriented strategy, based on the principles and paradigm of loyalty manifest in the global phenomenon of loyalty programmes, can deliver value to a business adopting them. In the process of the investigation, the primacy of information as the source of value for any business in the new economy will be discussed. This will be transposed onto the argument that the customer is the source of revenue generation and drives the flow of value in a business system. The results of these two streams of argument will show how the synergy between customers and their information, through the lens of loyalty economics, can be translated into business value with the achievement of core business objectives, i.e. sustainable revenue, growth, profit and competitive advantage. Evidence of these contentions will be provided by presenting and analysing local and international loyalty programmes as case studies manifesting this approach. In conclusion, the various findings of the research will be synthesised in the context of existing, sound business, customer, and information and knowledge management theory to derive an information oriented model of loyalty. This model is intended to be a strategic framework which a business can apply to provide insight into their decision making and assist in the achievement of their objectives. In further research beyond the limits of this paper, the model is intended to be tested. In application, the validated model's purpose will be to introduce to businesses and their leadership the paradigm of loyalty as a strategic tool. Furthermore, the model could be used as a foundation to assist in the creation, evaluation and development of loyalty programmes and their business implications in practice. / AFRIKAANSE OPSOMMING: In die afgelope 10 jaar het lojaliteitsprogramme baie populer geword en baie besighede het verkies om sulke programme te implementeer om sodoende hulle bemarkingsstrategie te ondersteun. Die grondslag vir die funksionering en sukses van sulke lojaliteitsprogramme is die vermoe om informasie oor klante te versamel, te verwerk, te ontleed en toe te pas. Sulke informasie word gegenereer deur die klante se interaksie met die programme en die besigheid waaraan die program verbind is, asook die verskeie dienste en diensverskaffers waaruit die programme bestaan. Die doel van hierdie navorsingsprojek is om ondersoek in te stel na die vraag of 'n informasie georienteerde benadering, gegrond op die basis van lojaliteit, gemanifesteer in die wereldwye verskynsel van lojaliteitsprogramme, waarde kan toevoeg vir besighede wat hulle aanneem. Die belang van informasie as die bron van waarde vir enige besigheid in die nuwe ekonomie sal as deel van die ondersoek bespreek word. Dit sal saamgevat word in die argument dat die klant die bron is van inkomstegenerasie en dat die klant die vloei van waarde in 'n besigheidsisteem dryf. Die resultate van hierdie twee argumentlyne sal aantoon hoe die sinergie tussen die klante en hulle informasie, deur die lens van lojaliteitsekonomie, bydra to besigheidswaarde deur die bereiking van kern besigheidsdoelwitte, bv. volhoubare inkomste, groei, wins en mededingende voordeel. Bewyse van hierdie stellings sal verskaf word deur plaaslike en internasionale lojaliteits programme te beskryf en ontleed as gevallestudies wat hierdie benadering weerspieel. Ten slotte sal die verskillende bevindings van die navorsing saamgevat word in die konteks van bestaande, goeie besigheids-, klante- en informasie en kennisbestuur ten einde 'n informasie georienteerde lojaliteitsmodel te skep. Hierdie model se doel is om 'n strategiese raamwerk te skep wat 'n besigheid kan toepas om insig te gee in strategiese besluite en om doelwitte te bereik. In verdere ondersoek buite die bestek van hierdie werkstuk sal die model getoets word. In toepassing is die gevalideerde model se doel om besighede en hulle leiers bekend te stel aan die paradigma van lojaliteit as 'n strategiese hulpmiddel. Verder kan die model gebruik word as grondslag vir die skepping, evaluering en uitbreiding van lojaliteitsprogramme en hulle besigheidsimplikasies in die praktyk.

<p><strong>Purpose:</strong> The study aims to, from a companys point of view, describe how strategic work with customer loyalty is done.</p><p><strong>Conclusion:</strong> Another possible way to try to create loyalty is to exceed the expectations whether the customer is a member of the loyalty program or not. A strong brand with a good reputation can also contribute to a stronger loyalty. Reward systems gradually reward the customers since they first need to collect points, or in this case miles, to be able to use them later on. The staff is often educated in service to be able to interact with the customer in a professional manner. One way to interact with the members of the loyalty program is through profiles on the internet. To work with loyalty programs is a way for companies to get loyal customers.</p>