Thesis (doctoral) - Otto Beisheim School of Management, Vallendar, 2006. / Includes bibliographical references (p. [270]-309).

Ekonominių krizių laikotarpiu konkurencija tarp verslo organizacijų ypač suaktyvėja, nes reikia galvoti ne tik apie tai, kaip plėsti verslą, bet ir kaip jį išsaugoti: kaip išlaikyti turimą rinkos dalį ir pasiekti, kad įmonės veikla ir toliau išliktų pelninga? Kadangi rinka yra perpildyta įmonių, kurios prekiauja labai panašiais produktais, iškila problema ne tik kaip prisivilioti, bet ir kaip išlaikyti klientus. Įmonės siekiai išlaikyti turimas pozicijas rinkoje sudaro būtinybę vykdyti aktyvią lojalumo politiką, kurios tikslas išsaugoti senus klientus ir pritraukti naujus. Kuriamos įvairios klientų išlaikymo strategijos, tačiau dažnai neįsigilinama, kas yra klientų lojalumas ir kaip būtų galima jį įvertinti. Vartotojų lojalumo kūrimo ir valdymo problemos yra labai aktualios tiek ryšių su visuomene, rinkodaros, vadybos sričių specialistams, tiek pačioms organizacijoms bei jų vadovams. Tyrimo objektas– vartotojų lojalumas. Darbo tikslas – įvertinti trijų prekybos tinklų Kauno mieste vartotojų lojalumą. Šiam tikslui pasiekti iškelti tokie uždaviniai: 1. Apžvelgti lojalumo sampratas ir jų esmę; 2. Nustatyti vartotojų lojalumą lemiančius veiksnius; 3. Identifikuoti vartotojų lojalumo tipus; 4. Remiantis teorine analize, parengti vartotojų lojalumo tyrimo metodiką; 5. Įvertinti tirtų įmonių vartotojų lojalumą. Tyrimo metodai: iškeltai problemai tirti ir teoriniams bei praktiniams rezultatams gauti naudoti šie tyrimo metodai: mokslinės literatūros analizė, anketinė apklausa raštu... [toliau žr. visą tekstą] / During the period of economic crises, competition among business organizations becomes more and more intensive in that they must think not only about business development but also about its retention: how to preserve the present market share and the profitability of business activity in future? Since market is overloaded with various enterprises selling very similar products, the problem which arises is that of retaining consumers rather than attracting them. The objectives of the companies to retain the present position in the market leads to the situation where it is necessary to carry out active loyalty policy which would be aimed at retaining present customers and attracting the new ones. Various client retention strategies are being created; however, at many cases, the concept of client loyalty, and its assessment methodology are left underestimated. The issues of building and managing customer loyalty are topical for the specialists of public relations, marketing and management as well as for the very organizations and their managers. Object of Research – consumer loyalty. Aim of Research is to assess the loyalty of consumers of the three trade networks in the city of Kaunas. The following goals were established in order to achieve the above-mentioned aim: 1. to review the concepts of loyalty ant their most important points; 2. to define the factors determining customer loyalty; 3. to identify the types of consumer loyalty; 4. on the basis of theoretical analysis, to... [to full text]

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

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

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

In times of economic recession, retailers tend to focus particularly on creating consumer loyalty. Consumers with limited resources search for the best possible alternatives to save money. The latter makes it very difficult for retailers to keep consumers loyal. Marketers claim that successful loyalty programmes can assist retailers in creating consumer loyalty. Based on their structural similarities, Pick 'n Pay adapted the Smart Shopper loyalty programme from Tesco in the United Kingdom in May 2011. This study examined the influence of members' perceptions of the Smart Shopper loyalty programme on their loyalty to the Pick 'n Pay Family Store in George. It also investigated the relationship between consumers' sociodemographic characteristics and their loyalty to the store and to the Smart Shopper loyalty programme. The empirical data were collected by means of questionnaires distributed to Smart Shopper loyalty programme members who patronise the Pick 'n Pay Family Store in George. Three hundred and fifty usable questionnaires were received. Members' perceptions of the Smart Shopper loyalty programme had an significant relationship with their loyalty towards the store. Their perceptions were influenced by the Recognition, Convenience, Savings and exploration and Entertainment they experienced with the Smart Shopper loyalty programme. True and latently loyal consumers regarded Convenience as the most important Smart Shopper benefit, followed by Entertainment, Savings and exploration and Recognition. The distance members resided from the store and their ethnicity were two demographic characteristics that had a significant influence on their loyalty towards the store. However, it has to be pointed out the 58 percent of the respondents were coloured and could have skewed the results. The distance members resided from the store also influenced their loyalty to the Smart Shopper loyalty programme.

Thesis (M.S.)--Oregon State University, 2009. / Printout. Includes bibliographical references (leaves 93-103). Also available on the World Wide Web.

Thesis (MAcc)--Stellenbosch University, 2012. / ENGLISH ABSTRACT: Client loyalty programmes are a common phenomenon in the South African market. Despite the fact that client loyalty programmes have been prevalent in South Africa since the 1980‟s, the South African Revenue Service has issued no guidance on the treatment of client loyalty programme transactions in the hands of the consumer. Benefits received in the form of goods, services or discounts from a client loyalty programme are not subject to normal South African income tax based on the current practice in South Africa. The main objective of this study was to determine whether or not the current practice applied in South Africa is correct. In order to obtain a better understanding of the functioning of client loyalty programmes a selection of the most popular client loyalty programmes in South Africa was made and the terms and conditions of these respective client loyalty programmes were analysed. Taking into account the way client loyalty programmes function, the taxability of client loyalty programme transactions were reviewed and analysed with reference to relevant tax law sections and case law. In order to investigate a client loyalty programme transaction as a whole, the tax treatment of the supplier that grants points or miles was included in the scope of the study. The tax treatment of the supplier could potentially shed more light on the tax treatment of the consumer who earn points or miles. The consumer and the supplier have possible income tax (which includes capital gains tax) and VAT implications, consequently both the income tax treatment and the VAT treatment for the consumer and the supplier were considered. In addition, the tax treatment of client loyalty program transactions in South Africa was compared with a country (Australia) whith similar tax laws to South Africa and income tax principles or practices were identified which might be useful within a South African context. It was found that client loyalty programme transactions satisfy the general gross income definition and that the value of the transaction must be included in the consumer's gross income. Only when employees earn points or miles in their own name by virtue of goods or services purchased by their employer, a possible employees‟ tax obligation arises. It was found that within an employee/employer relationship, the requirements of paragraph (c) and paragraph (i) of the "gross income" definition are not met due to the fact that there are no causal connection or direct relationship between the benefit received and the services rendered and also because the client loyalty programme supplier is not an associated institution of the employer. Australian case law confirms the above conclusions in a South African context. The VAT implications of a client loyalty programme transaction occur for the consumer when the consumer exchange points or miles for benefits at a programme partner and not when the points or miles are earned. Capital gains tax implications will only be applicable if a consumer disposes of a capital asset obtained in terms of a client loyalty programme transaction. It was found that the current practice in South Africa of not taxing benefits received from a client loyalty programme is incorrect. To implement the taxability of client loyalty programme transactions in South Africa it is recommended that SARS should formulate guidelines regarding the tax treatment of client loyalty programme transactions. The study includes recommendations to facilitate the implementation of the taxability of client loyalty programme transactions. / AFRIKAANSE OPSOMMING: Kliëntelojaliteitsprogramme is ʼn algemene verskynsel in die Suid-Afrikaanse mark. Ten spyte van die feit dat kliëntelojaliteitsprogramme reeds sedert die 1980's in Suid-Afrika voorkom, het die Suid-Afrikaanse Inkomstediens nog geen leiding oor die hantering van ʼn kliëntelojaliteitsprogramtransaksie in die hande van die verbruiker uitgereik nie. Die huidige praktyk in Suid-Afrika is dat voordele wat in die vorm van goedere, dienste of afslag vanaf ʼn kliëntelojaliteitsprogram ontvang word nie aan normale Suid-Afrikaanse inkomstebelasting onderhewig is nie. Die hoofdoelwit van die studie was om te bepaal of hierdie huidige praktyk wat in Suid-Afrika toegepas word korrek is, al dan nie. Ten einde ʼn beter begrip van die werking van kliëntelojaliteitsprogramme te verkry is ʼn seleksie van die gewildste kliëntelojaliteitsprogramme in Suid-Afrika gemaak en hierdie onderskeie kliëntelojaliteitsprogramme se bepalings en voorwaardes is ontleed. Met in agneming van die werking van kliëntelojaliteitsprogramme is die belasbaarheid van kliëntelojaliteitsprogramtransaksies ontleed en geanaliseer deur na relevante belastingwetsartikels asook regspraak te verwys. Ten einde die kliëntelojaliteitsprogramtransaksie in sy geheel te beskou is die belastinghantering van die verskaffer wat punte of myle toeken by die omvang van die studie ingesluit om moontlik meer lig te werp op die belastinghantering van die verbruiker wat punte of myle verdien. Die verbruiker en die verskaffer het moontlike inkomstebelasting- (wat kapitaalwinsbelastingimplikasies insluit) en belasting op toegevoede waarde implikasies, gevolglik is beide die inkomstebelasting- sowel as die BTW-hantering deur die verbruiker en die verskaffer oorweeg. Die belastinghantering van kliëntelojaliteitsprogramtransaksies in Suid-Afrika is verder vergelyk met ʼn land (Australië) wat soortgelyke inkomstebelastingwetgewing as Suid-Afrika het en inkomstebelasting beginsels of praktyke is geïdentifiseer wat binne ʼn Suid-Afrikaanse konteks van nut kan wees. Dit het aan die lig gekom dat ʼn kliëntelojaliteitsprogramtransaksie aan die algemene bruto inkomste definisie voldoen en dat die waarde van die transaksie by die verbruiker se bruto inkomste ingesluit moet word. Slegs wanneer werknemers punte of myle in hulle eie naam verdien op grond van goedere of dienste wat deur hul werkgewers aangekoop is, ontstaan ʼn moontlike werknemersbelastingverpligting. Daar is bevind dat wanneer ʼn werknemer/werkgewer verhouding voorkom daar onderskeidelik nie aan die vereistes van paragraaf (c) en paragraaf (i) van die “bruto inkomste” definisie voldoen word nie, aangesien daar nie ʼn kousale verband of direkte verhouding tussen die voordeel ontvang en die dienste gelewer bestaan nie en ook omrede die kliëntelojaliteitsprogram verskaffer nie ʼn verwante inrigting uitmaak nie. Australiese regspraak bevestig die bogenoemde gevolgtrekkings binne ʼn Suid-Afrikaanse konteks. Die BTW-implikasie vir die verbruiker ingevolge ʼn kliëntelojaliteitsprogramtransaksie ontstaan wanneer die verbruiker punte of myle by ʼn programvennoot vir voordele inruil en nie wanneer die punte of myle verdien word nie. Daar sal alleenlik kapitaalwinsbelastingimplikasies wees indien ʼn verbruiker oor ʼn kapitale bate beskik wat ingevolge ʼn kliëntelojaliteitsprogramtransaksie verkry is. Daar is bevind dat die huidige praktyk in Suid-Afrika, naamlik dat voordele wat vanaf ʼn kliëntelojaliteitsprogram ontvang word nie belasbaar is nie, foutief is. Ten einde die belasbaarheid van kliëntelojaliteitsprogramtransaksies in Suid-Afrika te implementeer word daar aanbeveel dat die SAID riglyne moet formuleer rakende die belastinghantering van kliëntelojaliteitsprogramtransaksies. Die studie bevat ook aanbevelings om die implementering van die belasbaarheid van kliëntelojaliteitsprogramtransaksies te vergemaklik.

Title The impact of gender and age on customer loyalty – a quantitative study of Swedish customers’ experiences of a loyalty program Authors Sara Follin & Viktoria Fransson Background Building customer relationships could be done by using loyalty programs; programs which involves activities for enhancing customer loyalty (Ou, Shih, Chen & Wang, 2011). To use loyalty programs as relationship marketing tactics has become popular and it is frequently used in the grocery retailing industry (Noble & Phillips, 2004). Customer loyalty differences might be influenced by customers’ gender and age (Kuruvilla, Joshi & Shah, 2009; Patterson, 2007). It is expected that females tend to be more loyal than males, and that older customers tend to be more loyal than younger generations (Patterson, 2007; Ndubisi, 2007). Purpose The purpose of this study is to describe the impact of gender and age on customer loyalty in the grocery retailing industry. Theory & Concepts Relationship marketing, Loyalty program, Customer loyalty, Gender differences in customer loyalty, Age differences in customer loyalty Methodology This is a descriptive study with a quantitative and deductive research approach. The research strategy was survey, and data was collected from 216 respondents through a questionnaire. Data was collected around the loyalty program Willys+, which formed the sample of this study. Conclusion Customers’ gender could be one variable influencing and impacting customer loyalty, however age is not. Gender impacting customer loyalty, could be explained by potential differences in how females and males choose to shop in store as well as by the fact that the majority of the members in the loyalty program were females. Loyalty among customers belonging to different age group did not have any significant differences.

A number of researcher and practitioners have identified a dramatic increase in competition and market transparency as the driving force behind the decline in customer loyalty in the financial services sector (e.g. Caruana, 2002). However, the costs for selling a product to a new customer are much higher than the costs for selling the same product to an existing customer, particularly when the customer is loyal to the company (Duffy, 2003). Due to these facts, strengthening customer relationships is necessary to achieve higher customer equity. Blodgett (2000) claims that the successful implementation of a customer equity strategy involves an organisation’s customer focus, operations, systems, and culture. Companies can offer value to customers through their services and products (added value and innovations), their personnel (service quality), and their processes (speed and quality). When the customer buys financial products and services, he creates customer equity for the company, which is in this thesis presented as company profit. Company profit is the sum of all customer profits and represents the value of each customer in the form of monetary aspects. This thesis aims at investigating if communication, price, process, product and human resource management influence company profit (customer equity) and, thus, whether they are drivers of customer equity (Chapters 5-10). In total, seven dimensions have been investigated. Recent customer equity models of value-based management are examined from the literature and based upon this, the construction of a new conceptual model for value building in competitive markets is proposed (Chapter 4). The framework identifies value propositions such as brand or product leadership, value sources for determining value creation strategies, and finally customer touch points for value delivery. Touch points are referred to as advertising, use of a logo, presence of sales persons, websites, branch outlets etc i.e. the human and physical interactions with customers over their relationship with an organisation. Together with products such touch points are designed to deliver value to customers with the objective of increasing customer equity.