The aim of this communication is to study the effectiveness of complaint management according to the quality of the relationship between the firm and the customer. We compare interac-tional (relational) and distributive (monetary) compensation in terms of preference for loyal and new customers. The results show that loyal customers prefer interactional efforts and purchase vouchers to refunding...

This study investigates determinants that cause mobile phone customers to transit from being loyal to switching. By examining what keeps customers loyal, and then examining what provokes or entices the same customers to switch, the findings suggest that the transition from loyalty to switching may be due to changes in the underlying determinants as well as new determinants. The study concludes ...

Nowadays, the dynamic market, where customer loyalty is created and maintained, far more complex than it was in last couple of years. The market surrounding becomes as well so that good old marketing techniques are no longer effective. It underlines need for implementing new digital methods. Building requires from organizations to create value their own products services, order show they intere...

Group loyalty is highly valued. However, little is known about young children's loyal behavior. This study tested whether 4- and 5-year-olds (N=96) remain loyal to their group even when betraying it would be materially advantageous. Children and four puppets were allocated to novel groups. Two of these puppets (either in-group or out-group members) then told children a group secret and urged th...

We introduce and analyze two-period intertemporal competitive dynamic pricing models in the presence of both store-switchers and store-loyal consumers who may be either myopic or strategic. Our analysis reveals that (i) in the presence of storeswitching consumers, retailers’ profits may increase with an increase in the patience level of the strategic consumers, which never happens when consumer...

Many firms stimulate customers to use the E-channel for services, which provokes various consumer responses to such limits on their freedom of choice. In a study on bank customers, we examine the extent of customer reactance in response to various E-channel migration strategies, the potential of incentive programs in mitigating customer reactance, as well as the moderating role of attitudinal l...

Near Field Communication (NFC) as an emerging technology is currently leveraged by large standardization efforts and tries to find a suitable ecosystem. NFC enabled mobile devices with integrated smart cards introduce compelling opportunities and new business models. Development of new standards such as secure element (SE), smart card, secure channel, as well as JavaCard enables creating new ec...

Loyalty often drives corruption. Corporate scandals, political machinations, and sports cheating highlight how loyalty’s pernicious nature manifests in collusion, conspiracy, cronyism, nepotism, and other forms of cheating. Yet loyalty is also touted as an ethical principle that guides behavior. Drawing on moral psychology and behavioral ethics research, we developed hypotheses about when group...