Status demotion in hierarchical loyalty programs: effects of payment source

References

• Anderson, C. J., & Narus, J. A. (1990). A model of distributor firm and manufacturer firm working partnerships. Journal of Marketing, 54( January), 42–62. doi: 10.2307/1252172
   Web of Science ®Google Scholar
• Anderson, E. W., Fornell, C., & Mazvancheryl, S. K. (2004). Customer satisfaction and shareholder value. Journal of Marketing, 68(4), 172–185. doi: 10.1509/jmkg.68.4.172.42723
   Web of Science ®Google Scholar
• Basso, L. J., Clements, M. T., & Ross, T. W. (2009). Moral hazard and customer loyalty programs. American Economic Journal: Microeconomics, 1(1), 101–123.
   Web of Science ®Google Scholar
• Beggan, J. K. (1992). On the social nature of nonsocial perceptions: The mere ownership effect. Journal of Personality and Social Psychology, 62(2), 229–237. doi: 10.1037/0022-3514.62.2.229
   Web of Science ®Google Scholar
• Belk, R. W. (1988). Possession and the extended self. The Journal of Consumer Research, 15(2), 139–168. doi: 10.1086/209154
   Web of Science ®Google Scholar
• Bell, S. J., & Luddington, J. A. (2006). Coping with customer complaints. Journal of Service Research, 8(3), 221–233. doi: 10.1177/1094670505283785
   Web of Science ®Google Scholar
• van Berlo, G., Bloemer, J., & Blazevic, V. (2014). Customer demotion in hierarchical loyalty programmes. The Service Industries Journal, 34(11), 922–937. doi: 10.1080/02642069.2014.915950
   Web of Science ®Google Scholar
• Buchko, A. A. (1992). Employee ownership, attitudes, and turnover: An empirical assessment. Human Relations, 45(7), 711–733. doi: 10.1177/001872679204500704
   Web of Science ®Google Scholar
• Chi, N. W., & Han, T. S. (2008). Exploring the linkages between formal ownership and psychological ownership for the organization: The mediating role of organizational justice. Journal of Occupational and Organizational Psychology, 81(4), 691–711. doi: 10.1348/096317907X262314
   Web of Science ®Google Scholar
• Chiu, C. M., Hsu, M. H., Lai, H., & Chang, C. M. (2012). Re-examining the influence of trust on online repeat purchase intention: The moderating role of habit and its antecedents. Decision Support Systems, 53(4), 835–845. doi: 10.1016/j.dss.2012.05.021
   Web of Science ®Google Scholar
• Csikszentmihalyi, M., & Rochberg-Halton, E. (1981). The meaning of things: Domestic symbols and the self. Cambridge: Cambridge University Press.
   Google Scholar
• Dawes, J. (2009). The effect of service price increases on customer retention: The moderating role of customer tenure and relationship breadth. Journal of Service Research, 11(3), 232–245. doi: 10.1177/1094670508328986
   Web of Science ®Google Scholar
• Drèze, X., & Nunes, J. C. (2009). Feeling superior: The impact of loyalty program structure on consumers’ perceptions of status. Journal of Consumer Research, 35(6), 890–905. doi: 10.1086/593946
   Web of Science ®Google Scholar
• Druskat, V. U., & Pescosolido, A. T. (2002). The content of effective teamwork mental models in self-managing teams: Ownership, learning and heedful interrelating. Human Relations, 55(3), 283–314. doi: 10.1177/0018726702553001
   Web of Science ®Google Scholar
• Durkheim, E. (1957). Professional ethics and civil morals. London: Routledge and Kegan Paul.
   Google Scholar
• Evanschitzky, H., Ramaseshan, B., Woisetschläger, D. M., Richelsen, V., Blut, M., & Backhaus, C. (2012). Consequences of customer loyalty to the loyalty program and to the company. Journal of the Academy of Marketing Science, 40(5), 625–638. doi: 10.1007/s11747-011-0272-3
   Web of Science ®Google Scholar
• Evanschitzky, H., & Wunderlich, M. (2006). An examination of moderator effects in the four-stage loyalty model. Journal of Service Research, 8(4), 330–345. doi: 10.1177/1094670506286325
   Web of Science ®Google Scholar
• Feather, N. T. (1969). Attribution of responsibility and valence of success and failure in relation to initial confidence and task performance. Journal of Personality and Social Psychology, 13(2), 129–144. doi: 10.1037/h0028071
   Web of Science ®Google Scholar
• Formanek, R. (1994). Why they collect: Collectors reveal their motivations. In S. M. Pearce (Ed.), Interpreting objects and collections (p. 327). London: Routledge.
   Google Scholar
• Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. doi: 10.2307/3151312
   Web of Science ®Google Scholar
• Fullerton, G. (2003). When does commitment lead to loyalty? Journal of Service Research, 5(4), 333–344. doi: 10.1177/1094670503005004005
   Google Scholar
• Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70–87. doi: 10.2307/1251946
   Web of Science ®Google Scholar
• Grégoire, Y., Tripp, T. M., & Legoux, R. (2009). When customer love turns into lasting hate: The effects of relationship strength and time on customer revenge and avoidance. Journal of Marketing, 73(6), 18–32. doi: 10.1509/jmkg.73.6.18
   Web of Science ®Google Scholar
• Ha, S., & Stoel, L. (2014). Designing loyalty programs that matter to customers. The Service Industries Journal, 34(6), 495–514. doi: 10.1080/02642069.2014.871531
   Web of Science ®Google Scholar
• Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis ( Vol. 6). Upper Saddle River, NJ: Pearson Prentice Hall.
   Google Scholar
• Henderson, C., Beck, J. T., & Palmatier, R. W. (2011). A review of the theoretical underpinnings of loyalty programs. Journal of Consumer Psychology, 21(3), 256–276. doi: 10.1016/j.jcps.2011.02.007
   Web of Science ®Google Scholar
• Henssen, B., Voordeckers, W., Lambrechts, F., & Koiranen, M. (2014). The CEO autonomy–stewardship behavior relationship in family firms: The mediating role of psychological ownership. Journal of Family Business Strategy, 5(3), 312–322. doi: 10.1016/j.jfbs.2014.01.012
   Web of Science ®Google Scholar
• Hlavinka, K., & Sullivan, J. (2011). The billion member March: The 2011 COLLOQUY loyalty census: Growth and trends in loyalty program membership and activity. Cincinnati, OH: Loyalty one Colloquy.
   Google Scholar
• James, W. (1890). The principles of psychology. New York: Holt.
   Google Scholar
• Jussila, I., Tarkiainen, A., Sarstedt, M., & Hair, J. F. (2015). Individual psychological ownership: Concepts, evidence, and implications for research in marketing. Journal of Marketing Theory and Practice, 23(2), 121–139.
   Web of Science ®Google Scholar
• Kamleitner, B., & Erki, B. (2013). Payment method and perceptions of ownership. Marketing Letters, 24(1), 57–69. doi: 10.1007/s11002-012-9203-4
   Web of Science ®Google Scholar
• Kim, D., Lee, S. Y., Bu, K., & Lee, S. (2009). Do VIP programs always work well? The moderating role of loyalty. Psychology and Marketing, 26(7), 590–609. doi: 10.1002/mar.20290
   Web of Science ®Google Scholar
• Lacey, R., Suh, J., & Morgan, R. M. (2007). Differential effects of preferential treatment levels on relational outcomes. Journal of Service Research, 9(3), 241–256. doi: 10.1177/1094670506295850
   Web of Science ®Google Scholar
• Lawler, E. E. (1992). The ultimate advantage: Creating the high-involvement organization. San Francisco, CA: Jossey-Bass.
   Google Scholar
• Lee, D., Moon, J., Kim, Y. J., & Mun, Y. Y. (2015). Antecedents and consequences of mobile phone usability: Linking simplicity and interactivity to satisfaction, trust, and brand loyalty. Information & Management, 52(3), 295–304. doi: 10.1016/j.im.2014.12.001
   Web of Science ®Google Scholar
• Liu, Y. (2007). The long-term impact of loyalty programs on consumer purchase behaviour and loyalty. Journal of Marketing, 71(4), 19–35. doi: 10.1509/jmkg.71.4.19
   Web of Science ®Google Scholar
• Locke, J. (1690). Two treatises of government. Oxford: Oxford University Press.
   Google Scholar
• Loewenstein, G., & Issacharoff, S. (1994). Source dependence in the valuation of objects. Journal of Behavioural Decision Making, 7(3), 157–168. doi: 10.1002/bdm.3960070302
   Web of Science ®Google Scholar
• Long, R. J. (1978). The effects of employee ownership on organizational identification, employee job attitudes, and organizational performance: A tentative framework and empirical findings. Human Relations, 31(1), 29–48. doi: 10.1177/001872677803100102
   Web of Science ®Google Scholar
• Mayhew, M. G., Ashkanasy, N. M., Bramble, T., & Gardner, J. (2007). A study of the antecedents and consequences of psychological ownership in organizational settings. The Journal of Social Psychology, 147(5), 477–500. doi: 10.3200/SOCP.147.5.477-500
   PubMed Web of Science ®Google Scholar
• McIntosh, R. W., & Goeldner, C. R. (1990). Tourism: Principles, practices, philosophies. New York: John Wiley.
   Google Scholar
• Melnyk, V., & Bijmolt, T. (2015). The effects of introducing and terminating loyalty programs. European Journal of Marketing, 49(3/4), 398–419. doi: 10.1108/EJM-12-2012-0694
   Web of Science ®Google Scholar
• Morgan, M. R., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. doi: 10.2307/1252308
   Web of Science ®Google Scholar
• Morrison, A. M. (1996). Hospitality and travel marketing. Albany, NY: Delmar.
   Google Scholar
• Nuttin, J. M., Jr. (1987). Affective consequences of mere ownership: The name letter effect in twelve European languages. European Journal of Social Psychology, 17(4), 381–402. doi: 10.1002/ejsp.2420170402
   Web of Science ®Google Scholar
• Oliver, R. (1997). Satisfaction: A behavioural perspective on the consumer. New York: Irwin McGraw-Hill.
   Google Scholar
• Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. doi: 10.2307/3150499
   Web of Science ®Google Scholar
• Paulssen, M., Roulet, R., & Wilke, S. (2014). Risk as moderator of the trust-loyalty relationship. European Journal of Marketing, 48(5/6), 964–981. doi: 10.1108/EJM-11-2011-0657
   Web of Science ®Google Scholar
• Pierce, J. L., Kostova, T., & Dirks, K. T. (2001). Toward a theory of psychological ownership in organizations. Academy of Management Review, 26(2), 298–310.
   Web of Science ®Google Scholar
• Pierce, J. L., Kostova, T., & Dirks, K. T. (2003). The state of psychological ownership: Integrating and extending a century of research. Review of General Psychology, 7(1), 84–107. doi: 10.1037/1089-2680.7.1.84
   Web of Science ®Google Scholar
• Podsakoff, P. M., Mackenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879–903. doi: 10.1037/0021-9010.88.5.879
   PubMed Web of Science ®Google Scholar
• Reinke, S. J. (2004). Service before self: Towards a theory of servant-leadership. Global Virtue Ethics Review, 5(3), 30–57.
   Google Scholar
• Scheer, L. K., & Stern, L. W. (1992). The effect of influence type and performance outcomes on attitude towards the influencer. Journal of Marketing Research, 29(1), 128–142. doi: 10.2307/3172498
   Web of Science ®Google Scholar
• Smith, D. (2002). The humiliating organization: The functions and dysfunctions of degradation. In A. V. Iterson, W. Mastenbroek, T. Newton, & D. Smith (Eds.), The civilized organization: Norbert Elias and the future of organization studies (pp. 41–57). Philadelphia, PA: John Benjamins.
   Google Scholar
• Stein, A., & Ramaseshan, B. (2015). Customer referral behaviour: Do switchers and stayers differ? Journal of Service Research, 18(2), 229–239. doi: 10.1177/1094670514563495
   Web of Science ®Google Scholar
• Trice, H. M., & Beyer, J. M. (1984). Studying organizational cultures through rites and ceremonials. Academy of Management Review, 9(4), 653–669.
   Web of Science ®Google Scholar
• Tuominen, P., & Kettunen, U. (2003). To fade or not to fade? That is the question in customer relationships, too. Managing Service Quality: An International Journal, 13(2), 112–123. doi: 10.1108/09604520310466806
   Google Scholar
• Van Dyne, L., & Pierce, J. L. (2004). Psychological ownership and feelings of possession: three field studies predicting employee attitudes and organizational citizenship behavior. Journal of Organizational Behavior, 25(4), 439–459. doi: 10.1002/job.249
   Web of Science ®Google Scholar
• Venkatesan, R., Kumar, V., & Bohling, T. (2007). Optimal customer relationship management using Bayesian decision theory: An application for customer selection. Journal of Marketing Research, 44(4), 579–594. doi: 10.1509/jmkr.44.4.579
   Web of Science ®Google Scholar
• Verhoef, C. P., Franses, P. H., & Hoekstra, J. C. (2002). The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: Does age of relationship matter? Journal of the Academy of Marketing Science, 30(3), 202–216. doi: 10.1177/0092070302303002
   Web of Science ®Google Scholar
• Verhoef, P. C. (2003). Understanding the effect of customer relationship management efforts on customer retention and customer share development. Journal of Marketing, 67(4), 30–45. doi: 10.1509/jmkg.67.4.30.18685
   Web of Science ®Google Scholar
• Vogel, V., Evanschitzky, H., & Ramaseshan, B. (2008). Customer equity drivers and future sales. Journal of Marketing, 72(6), 98–108. doi: 10.1509/jmkg.72.6.98
   Web of Science ®Google Scholar
• Wagner, T., Hennig-Thurau, T., & Rudolph, T. (2009). Does customer demotion jeopardize loyalty? Journal of Marketing, 73(3), 69–85. doi: 10.1509/jmkg.73.3.69
   Web of Science ®Google Scholar
• Weiner, B. (1985). An attributional theory of achievement motivation and emotion. Psychological Review, 92(4), 548–573. doi: 10.1037/0033-295X.92.4.548
   PubMed Web of Science ®Google Scholar
• Wirtz, J., Mattila, A. S., & Lwin, M. O. (2007). How effective are loyalty reward programs in driving share of wallet? Journal of Service Research, 9(4), 327–334. doi: 10.1177/1094670506295853
   Web of Science ®Google Scholar
• Wulf, K. D., Odekerken-Schröder, G., & Iacobucci, D. (2001). Investments in consumer relationships: A cross-country and cross-industry exploration. Journal of Marketing, 65(4), 33–50. doi: 10.1509/jmkg.65.4.33.18386
   Web of Science ®Google Scholar
• Yi, Y., & Jeon, H. (2003). Effects of loyalty programs on value perception, program loyalty, and brand loyalty. Journal of the Academy of Marketing Science, 31(3), 229–240. doi: 10.1177/0092070303031003002
   Web of Science ®Google Scholar