Thesis (M.A.)--Eastern Illinois University, 2010. / Includes bibliographical references (leaves 68-70).

Thesis (B.A. (Hons.)) - University of Queensland, 2005. / Includes bibliography.

Thesis (Ph. D.)--Ohio State University, 2006. / Title from first page of PDF file. Includes bibliographical references (p. 164-171).

Thesis (Ph. D.)--Ohio State University, 2005. / Title from first page of PDF file. Document formatted into pages; contains xii, 178 p.; also includes graphics (some col.). Includes bibliographical references (p. 115-128). Available online via OhioLINK's ETD Center

Thesis (Ph.D.(Psychotherapy))-University of Pretoria, 2007. / Abstract in English. Includes bibliographical references. Available on the Internet via the World Wide Web.

Thesis (M.S.)--Rochester Institute of Technology, 2007. / Typescript. Includes bibliographical references (leaves 59-69).

Thesis (Ph. D.)--Georgia State University, 2007. / Title from file title page. James Boles, committee chair; Wesley Johnston, Greg W. Marshall, Edward Rigdon, Danny Bellenger, committee members. Electronic text (222 p.) : digital, PDF file. Description based on contents viewed Oct. 29, 2007. Includes bibliographical references (p. 217-221).

Σκοπός της παρούσας εργασίας είναι η βαθύτερη κατανόηση της έννοιας της προσήλωσης των πελατών, η συμβολή της στη διαδικασία αποκόμισης αξίας για αμφότερους πελάτες και επιχειρήσεις διαμέσου των προγραμμάτων επιβράβευσης, αλλά και η μελέτη εκείνων των σχεδιαστικών χαρακτηριστικών και παραγόντων που συνθέτουν ένα άρτια διαμορφωμένο πρόγραμμα επιβράβευσης. / The purpose of this study is the deeper understanding of the concept of commitment to customers, the contribution to the process of obtaining value for both customers and companies through the reward programs, and the study of those design characteristics and factors that constitute a well designed reward program.

Syfte: Syftet med denna studie är att skapa en förståelse för hur ett företags kommunikation på Facebook påverkar mottagarens kognitiva, affektiva och konativa lojalitet till företaget. Metod: En kvalitativ metod var lämplig för att få en djupare förståelse vid besvarandet av studiens syfte. För att kunna studera företagens kommunikation på Facebook genomfördes en netnografisk analys av två klädföretags Facebooksidor. Därefter genomfördes semi-strukturerade intervjuer med personer som följde de två företagen på Facebook för att få en förståelse hur deras lojalitet påverkas av Facebooksidorna. Det empiriska materialet har analyserats mot teorin genom en tematisk analys. Resultat & slutsats: Denna studie visar att det är viktigt för företag att arbeta med alla typer av lojalitet mot följarna på Facebook. För att åstadkomma kundlojalitet på Facebook visar resultatet att företag bör eftersträva att publicera inlägg med erbjudanden samt inspirerande bilder till följarna. Resultatet visade även att följarna hos Lindex inte upplevde lika hög lojalitet till Facebooksidan som följarna hos Nelly.com. Förslag till fortsatt forskning: Då vårt resultat visat tre nya empiriska teman skulle vidare forskning kunna undersöka dessa på en djupare nivå för att se om dessa empiriska teman är unik för vår studie eller kan tillämpas hos flera företags Facebooksidor. Vidare forskning skulle därmed kunna vara att undersöka de empiriska teman vi funnit som är viktiga för lojalitet på sociala nätverk för att se om dessa kan tillämpas på företag inom andra branscher. Uppsatsens bidrag: Denna studie sammankopplar tidigare forskning om kundlojalitet samt nyare forskning om kundlojalitet på sociala nätverk. Studiens teoretiska bidrag ger en ökad förståelse för vad som är av vikt vid kommunikation på ett företags Facebooksida och hur detta påverkar mottagarnas lojalitet till företaget. / Aim: The purpose of this study is to create an understanding of how a company's communication on Facebook affects the recipient's cognitive, affective and conative loyalty towards the company. Method: A qualitative method was suitable to get a deeper understanding of responding to the study's purpose. In order to study the companies’ communication on Facebook, there was a netnographic analysis of two clothing companies Facebook pages. This was followed by semi- structured interviews with people who followed the two companies on Facebook to get an understanding of how their loyalty is affected by the Facebook pages. The empirical data is analyzed against theory through a thematic analysis. Result & Conclusions: This study shows that it is important for companies to work with all kinds of loyalty to the followers on Facebook. To achieve customer loyalty on Facebook the result shows that companies should strive to publish posts with special offers and inspirational pictures to the followers. The results also showed that the followers of Lindex not experienced equally high loyalty to the Facebook page as the followers of Nelly.com. Suggestions for future research: As our results showed three new empirical themes, further research would be to examine these on a deeper level to see if these empirical themes are unique to our study or can be applied at several corporate Facebook pages. Further research would therefore be to examine the empirical themes we found that are important for the loyalty of the social networks to see if these could be applied to companies in other industries. Contribution of the thesis: This study connects previous research of customer loyalty as well as recent research of customer loyalty on social networks. The study's theoretical contributions provide a better understanding of what is important in the communication on a corporate Facebook page, and how this affects the recipients’ loyalty to the company.

In today’s competitive marketplace, simply satisfying customers is no longer sufficient to assure long-term customer-firm relationships, especially for firms that experience a service failure. Companies are now looking for additional ways to secure customer retention and raise customer loyalty. By applying social identity theory, this research empirically explores customercompany identification (customer identification) and its potential predicting factors in a service failure context. Service failures are inevitable but create negative emotions and behaviors in consumers that are directed against service firms. Service recovery from a failure is always a vital step in pacifying dissatisfied customers and maintaining ongoing relationships with them. However, is identification among customers also influenced by service recovery? The effect of customer perceptions of service recovery on customer identification is first examined in the present research. Moreover, given that service recovery may not always work in the desirable way that service firms expect, executing recovery is not the single solution for relationship maintenance following failed service. In contemporary marketing, corporate social responsibility (CSR) is considered a measure for rebuilding customer relationships that offers firms “insurance-like protection against negative situations. Then, would CSR complement a recovery strategy and be effective in protecting firms from service failure? The effect of the interplay between recovery and CSR on customer identification in the advent of a service failure is examined. In addition, today’s customers are eager to participate in their service experience. Customers can now enjoy services by cooperating with service providers. Whereas the current literature emphasizes the benefits of customer participation only in routine service settings, this research attempts to further explore the potential moderating role of customer participation in service delivery (either service provision or service recovery) in influencing customer post-failure identification and subsequent responses in a failure context. A multi-method approach has been adopted in the present research. A field survey was first conducted using a sample of 354 customers in Hong Kong; this was followed by two scenario-based laboratory studies using a total of 370 students. The research findings contribute to the literature and social identity theory by examining the interaction between recovery and CSR with respect to customer identification in a service failure. The results demonstrate that perceived recovery justice positively influences customer post-failure identification with a service firm. Also, high perceived CSR performance is more effective in fostering customer identification when customers have lower justice perceptions regarding the recovery attempt. Furthermore, the research sheds light on the value of involving customers in service delivery. Customer participation in either service provision or recovery strengthens the positive impact of CSR on customer identification and ultimately contributes to customer loyalty intentions. Therefore, involving customers in co-creating service or recovery is a cost-effective strategy to strengthen customer-firm relationships even in the advent of a service failure.