Resumen de Spillover effects of service failures in coalition loyalty programs: : the buffering effect of special treatment benefits
Jan H. Schumann, Nancy V. Wünderlich, Heiner Evanschitzky
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.
