Annotated Bibliography
References
Ballard, K. (2008). Building a strong customer-centric strategy to enable CRM and develop customer loyalty. Kristein Ballard argues that a customer-centric strategy is needed to enable customer relationship management to develop customer loyalty. This argument is well explained in the paper.
Donthu, N., & Gustafsson, A. (2020). Effects of COVID-19 on business and research. Journal of business research, 117, 284. Naveen Donthu is a Distinguished University Professor at Georgia State University. Anders Gustafsson is a Professor of Marketing at the Norwegian Business School. Their research is useful in this study because it shows the general effects of Covid-19 on the business as a whole.
El-Adly, M. I. (2019). Modeling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322-332. Dr. Mohammed El-Adly is an associate professor of marketing at Abu Dhabi University. His main research interests are consumer behavior, retailing, market segmentation, and hospitality. His research is useful in this paper as it explains why consumers act the way they do, especially when we introduce the reward factor.
Ferrell, C. E. (2019). The Potential for Using Loyalty Rewards and Incentives Programs to Encourage Transit Ridership and Regional Transportation and Land Use Integration. This study shows how the use of a customer loyalty reward program influences organizations’ income through repeat customers. This has also be expanded on in the paper.
Hanzaee, K. H., & Esmaeilpour, F. (2017). Effect of restaurant reward programs on customers’ loyalty: evidence from Iran. Journal of Islamic Marketing. Hanzaee et al. attempt to show that various religions react differently to different rewards. This research shows that religion plays an important part in determining consumer loyalty, as explained in the paper.
Manzie, R. (2003). Why customers come back: how to create lasting customer loyalty. Red Wheel/Weiser. Manzie R. Lawfer is president of Loyalty Now, a consulting firm, and an expert on customer buying habits and shopping experiences. His research on consumer behavior and what makes consumers become repeat customers was important to establish the link established by providing a personalized customer experience.
Mulet-Forteza, C., Genovart-Balaguer, J., Merigó, J. M., & Mauleon-Mendez, E. (2019). Bibliometric structure of IJCHM in its 30 years. International Journal of Contemporary Hospitality Management. His study has been applied in this paper to show how consumer behavior has been in the past years compared to 2020, when the coronavirus pandemic hit the world.
Nastasoiu, A., & Vandenbosch, M. (2019). Competing with loyalty: How to design successful customer loyalty reward programs. Business Horizons, 62(2), 207-214. This study shows how to design effective customer loyalty reward schemes that work for the consumer. We have borrowed from the study some of the ideas put forward to show the strategies of developing consumer reward programs.
PRIYANKA RUNWAL, CASEY ROSS. “‘Covid Is All About Privilege’: Trump’s Care Underscores Health Inequalities.” STAT, 2020, https://www.statnews.com/2020/10/06/covid-is-all-about-privilege-trumps-treatment-underscores-vast-inequalities-in-access-to-care/. Accessed 6 Oct 2020. Casey covers the companies disrupting biopharma and health care. He is the co-author of the newsletter “STAT Health Tech.”Their research will show if the advantaged in society are treated better in the access of limited commodities.
Sheth, J. (2020). Impact of Covid-19 on Consumer Behavior: Will the Old Habits Return or Die?. Journal of Business Research.
Jagdish N. Sheth is Charles H. Kellstadt Professor of Business in the Goizueta Business School at Emory University. He is globally known for his expertise in consumer behavior, relationship marketing, competitive strategy, and geopolitical analysis. His study has been applied in this paper to show how consumer behavior has been in the past years compared to 2020, when the coronavirus pandemic hit the world.
Tobon, S., Ruiz-Alba, J. L., & García-Madariaga, J. (2020). Gamification and online consumer decisions: Is the game over?. Decision Support Systems, 128, 113167.
José L. Ruiz-Alba (Ph.D., EMBA, PDG-IESE, SFHEA) is the Research Leader of the School of Management and Marketing at the Westminster Business School, University of Westminster (London, UK). Sandra Tobon is a Business and Economics Ph.D. for the Complutense University of Madrid, Spain. She has been a marketing professor for public and private universities in Colombia. Jesús García-Madariaga is currently Associate Professor in Management and Marketing at Universidad Complutense de Madrid, Spain, director of the University Research team “Markco2” and Visiting Research Fellow of the California Polytechnic University (San Luis Obispo, USA). Their research has been applied to show if gamification can be used as a tool to promote customer loyalty in the consumer.
Ueno, S. (2006). The impact of customer relationship management. USJP Occasional Paper, 06-13.
Ueno attempts to show the impact of positive and negative customer relationship management and expresses it as the main source of customer loyalty. He argues that enhanced customer relationship management has been proven to be the best in creating customer loyalty.
Wait, M., & Lekhuleni, N. (2020). Exploring factors that determine effective fuel loyalty programs in South Africa, an emerging economy. Cogent Business & Management, 7(1), 1793522.The writers attempt to show the factors that fuel customer loyalty programs and how retail stores allocate capital to these programs
Reinartz, W., & Linzbach, P. (2018). Customer loyalty and reward programs in retail in the digital age. In Handbook of Research on Retailing. Edward Elgar Publishing. This paper explores the industry sensitive approach to the design of reward points. This will add to the research for the paper.
Gao, Y. L., & Mattila, A. S. (2019). The social influence of other consumers on consumers’ reward donations. International Journal of Hospitality Management, 77, 504-511. This study brought out the point that consumers would rather be engaged in reward programs that help the needy in society by allowing them to donate to courses. This will add to the research for the paper.