Hierarchical loyalty programs (HLPs) are widespread across many service industries;
however, research on the effects of status demotion in an Eastern cultural context is …

Purpose Status demotion in hierarchical loyalty programs (HLPs) has received considerable
academic attention. However, existing research is relatively silent on whether HLP status …

Purpose Status demotion in hierarchical loyalty programs (HLPs) has received considerable
academic attention. However, little is known about whether status demotion engenders two …

Hierarchical loyalty programmes are widely adopted by service companies to enhance their
relationships with customers. However, its negative effect, especially when customers are …

Hierarchical loyalty programs are being operated currently by many firms to improve
customer relationships. While past work has demonstrated the negative effects of status …

Purpose The purpose of this paper is to extend research on customer loyalty status and
customer demotion by investigating if the effect of demotion on customer attitudinal and …

Hierarchical loyalty programs award elevated customer status (eg,“elite membership”) to
consumers who meet a predefined spending level. However, if a customer subsequently …

Purpose This paper aims to investigate how to design a firm's customer demotion policy and
communication styles differently for customers demoted from top-tier and bottom-tier to …

Purpose As internet dividends are gradually disappearing, loyalty programs have become
the panacea for monetizing traffic, attracting new customers and retaining existing …

Purpose In managing hierarchical loyalty programs (HLP), firms often use a reward point
expiration and status demotion policy to reduce financial liability and to encourage repeat …