African Journal of
Business Management

  • Abbreviation: Afr. J. Bus. Manage.
  • Language: English
  • ISSN: 1993-8233
  • DOI: 10.5897/AJBM
  • Start Year: 2007
  • Published Articles: 4194

Full Length Research Paper

Scrutinising the effectiveness of customer loyalty programmes: A study of two large supermarket chains in South Africa

Justin Beneke
  • Justin Beneke
  • School of Management Studies, University of Cape Town, South Africa.
  • Google Scholar
Simon Blampied
  • Simon Blampied
  • School of Management Studies, University of Cape Town, South Africa.
  • Google Scholar
Ryan Cumming
  • Ryan Cumming
  • School of Management Studies, University of Cape Town, South Africa.
  • Google Scholar
Justin Parkfelt
  • Justin Parkfelt
  • School of Management Studies, University of Cape Town, South Africa.
  • Google Scholar


  •  Received: 11 December 2014
  •  Accepted: 02 March 2015
  •  Published: 14 March 2015

References

Anderson E, Fornell C, Lehmann D (1994). Customer satisfaction, market share, and profitability: findings from Sweden. J. Market. 58: 53-66.
Crossref

 

Bodet G (2008). Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships. J. Retail.Consum. Serv. 15: 156-162.
Crossref

 

Bolton RN, Kannan P, Bramlett MD (2000). Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value. J. Acad. Market. Sci. 95-108.

 

Bridson K, Evans J, Hickman M (2008). Assessing the relationship between loyalty program attributes, store satisfaction and store loyalty. J. Retail. Consum. Serv. 15: 364-374.
Crossref

 

Dale R (2012). Independent Samples t-test. [Online] Available at: http://cognaction.org/rick/7302/notes/ttest.pdf

 

Dowling GR, Uncles M (1997). Do Customer Loyalty Programs Really Work? Sloan Manage. Rev. 38(4): 71-82.

 

Duffy DL (1998). Customer Loyalty Strategies. J. Consum. Market. 15(5): 435-448.
Crossref

 

Gable M, Fiorito SS, Topol MT (2006). An empirical analysis of the components of retailer customer loyalty programs. Int. J. Retail. Distrib. Manage. 36(1): 32-49.
Crossref

 

Heskett J, Jones TO, Loveman GW, Sasser WE, Schlesinger LA (1994). Putting the service-profit chain to work. Harv. Bus. Rev.72(2): 164-174.

 

Leenheer J, Bijmolt TH (2008). Which Retailers Adopt a Loyalty Program? An Empirical Study. J. Retail. Consum. Serv. 15(6):429-442.
Crossref

 

Lemon KN, White TB, Winer RS (2002). Dynamic Customer relationships Management: Incorporating Future Considerations into the Service Retention Decision. J. Market. 66(1): 1-14.
Crossref

 

Liu Y (2007). The Long-Term Impact of Loyalty Programs on Consumer Purchase Behaviour and Loyalty. J. Market. 71(4): 19-35.
Crossref

 

Liu Y, Yang R (2009). Competing Loyalty Programs: Impact of Market Saturation, Market Share and Category Expandability. J. Market. 73: 93-108.
Crossref

 

Malhortra N (2010). Marketing Research, 6th edition. New Jersey: Pearson.
Crossref

 

Meyer-Waarden L (2008). The influence of loyalty programme membership on customer purchase behaviour. Eur. J. Market. 42(1/2): 87-114.
Crossref

 

Nunally J (1978). Psychometric Theory. New York: McGraw-Hill.

 

O'Brien L, Jones C (1995). Do Rewards really Create Loyalty? Harv. Bus. Rev. 73(3):75-82.

 

Price DI (2000). Chapter 6: Analysing the Data. [Online]

View

 

Rust R, Zahorik A (1993). Customer satisfaction, customer retention and market share. J. Retail. 69: 145-156.
Crossref

 

Schloesser N (2000). Independent Samples T Test. [Online] Available at: http://www.wellesley.edu/Psychology/Psych205/indepttest.html

 

Schloesser N (2000). Paired Sample T test. [Online] Available at: http://www.wellesley.edu/Psychology/Psych205/pairttest.html

 

Sharp B, Sharp A (1997). Loyalty programs and their impact on repeat-purchase loyalty patterns. Int. J. Res. Market. 14(5): 473-486.
Crossref

 

Shugan S (2005). Brand Loyalty Programs: Are they Shams? Market. Sci. pp. 185-193.

 

Sirdeshmukh D, Singh J, Sabol B (2002). Consumer Trust, Value and Loyalty in Relational Exchanges. J. Market. 66(1):15-37.
Crossref

 

Thorsten H, Klee A (1997). The Impact of Customer Satisfaction and Relationship Quality on Customer Retention: A Critical Reassess-ment and Model Development. Psychol. Market. 14(8): 737-764.
Crossref

 

Walsh G, Evanschitzky H, Wunderlich M (2008). Identification and the analysis of moderator variables: Investigating the customer satisfaction-loyalty link. Eur.J. Market. 42(9/10): 977-1004.
Crossref

 

Yi Y, Jeon H (2003). Effects of Loyalty Programs on Value Perception, Program Loyalty and Brand Loyalty. J. Acad. Market. Sci. 31(3):229-240.
Crossref

 

Zhang J, Breugelmans E (2012). The Impact of an Item-Based Loyalty program on Consumer Purchase Behaviour. J. Market. Res. 49(1):50-65.
Crossref