Spillover effects of service failures in coalition loyalty programs: : the buffering effect of special treatment benefits

• Autores: Jan H. Schumann, Nancy V. Wünderlich, Heiner Evanschitzky
• Localización: Journal of retailing, ISSN 0022-4359, Vol. 90, Nº 1, 2014, págs. 111-118
• Idioma: inglés
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• Dialnet Métricas: 1 Cita
• Resumen

  • Highlights: [�] Service failures of partners in a coalition loyalty program have a negative effect on the responsible partner. [�] Service failures of partners in a coalition loyalty program also have direct and indirect effects on the program itself. [�] Perceived special treatment benefits of the coalition loyalty program can buffer these negative effects of service failures. [�] Service failures spill over to the coalition loyalty program if the perceived special treatment benefits are low.