Are you struggling with crafting a comprehensive literature review for your loyalty program

research? You're not alone. Writing a literature review can be an arduous task, requiring extensive
research, critical analysis, and precise organization. It's a crucial component of any academic or
professional paper, providing a synthesis of existing literature and guiding the direction of your
research.

However, navigating through numerous scholarly articles, books, and other sources can be
overwhelming. Identifying relevant studies, evaluating their credibility, and synthesizing key
findings into a coherent narrative requires time, expertise, and attention to detail.

If you find yourself overwhelmed by the complexity of writing a literature review for your loyalty
program project, don't fret. Help is available. At ⇒ StudyHub.vip ⇔, we specialize in providing
expert assistance with academic writing tasks, including literature reviews.

Our team of skilled writers comprises experienced researchers and subject matter experts who are
well-versed in various disciplines, including loyalty programs and marketing. They possess the
knowledge and expertise to conduct thorough literature searches, critically evaluate sources, and
synthesize information effectively.

By entrusting your literature review to ⇒ StudyHub.vip ⇔, you can save time and alleviate the
stress associated with this challenging task. Our writers will work diligently to deliver a high-quality
literature review that meets your specific requirements and exceeds your expectations.

Don't let the difficulty of writing a literature review hinder your academic or professional success.
Place your trust in ⇒ StudyHub.vip ⇔ and let us help you achieve your goals. Contact us today to
learn more about our services and how we can assist you with your literature review needs.
Despite studying and aggregating the results of papers, no statements can be made during this study
about the impact of chatbots on customer loyalty at different ages of customers. Besides, the existing
studies are based on consumer support by humans and not by chatbots. Jan 2007 Customer Loyalty
Research - Can customer loyalty programs really build loyalty. Besides globalization, many
prestigious retailers are turning their focus to generating a greater profit from their existing customer
base by developing brand loyalty. Only 12% - 15% of customers are loyal to a single retailer,
according to the Center for Retail Management at Northwestern University. In terms of complaint
handling, companies could make use of chatbots as first-line support. The Impact of Customer
Loyalty Programs on Customer? pdf. Consumers may choose a brand due to information that they
heard from someone, through advertisements, or certain beliefs concerning a brand. Having loyal
consumer increases the efficiency of marketing communication as established by Bennett and Thiele
2005, since the consumers will communicate among themselves and hence enhance the
communication. Retail Loyalty refers to the consumer's willingness to pay for the same store over a
longer period of time. Find support for a specific problem in the support section of our website.
Besides, some customers suffer from privacy paradoxes because of personalization. Although the
chatbot market is on the rise, there has been low adoption of the chatbot. As described earlier in the
method section, 41 papers were selected to conduct this systematic literature review. Based on this
customer satisfaction, the customers will get more trust in that specific organization, leading to
commitment. Customer experience and its dimensions by chatbots. UNLV Theses, Dissertations,
Professional Papers, and Capstones the effectiveness of loyalty programs to increase customer
retention and profitability. The high level of penetration of mobile phone market in Indonesia makes
the number of mobile phone players in this industry interested to take a part in achieving a higher
market share in Indonesia (Ningsih, 2014). Due to this, brand share and brand penetration emerge
reflecting that only a small group of consumers will purchase that exact brand next time as it is part
of the portfolio of brands and thus a decrease in consumer loyalty towards a brand. Further research
more different types of response delay by chatbots and their effects, e.g., dependent on the text
length, static response delays. Overall, companies should put effort into winning customer trust by
sharing reviews and being transparent. 5.2. Theoretical Implications and Future Research Several
studies have linked customer experience and customer loyalty, but not many studies have made the
connection between chatbots and customer loyalty. Report this Document Download now Save Save
Loyalty Programs For Later 0 ratings 0% found this document useful (0 votes) 269 views 29 pages
Loyalty Programs Uploaded by Tushar Shah AI-enhanced description Loyalty programs are often
part and parcel of a comprehensive customer relationship strategy. A Literature Review of Brand
Loyalty from Marketing Aspect. Does It Affect Loyalty?”, Journal Of Marketing. 52-68. At the same
time, several studies reported that many customers have privacy concerns because too much personal
data is collected. Some studies have found that the observed variables are the key drivers of brand
loyalty. Editor’s Choice articles are based on recommendations by the scientific editors of MDPI
journals from around the world. Bachelor thesis within Business Administration Author. The chatbot
and its trust reduction may be more efficient in complex websites or with older people. According to
Parasuraman, Zeithaml and Berry (1985), the main contributor to the measurement of service quality
is presented in five dimensions, namely.
This is 100% legal. You may not submit downloaded papers as your own, that is cheating. Also you.
You can download the paper by clicking the button above. Based on the two dimensions, four main
classes of measurements can be distinguished. That is. Jan 2007 Customer Loyalty Research - Can
customer loyalty programs really build loyalty. Rosenberg. L.J. and Czepid, J.A., 1983, A Marketing
Approach to Customer Retention; Journal of Consumer marketing. 2, 45-51. Conflicts of Interest
The authors declare no conflict of interest. Besides, some customers suffer from the privacy paradox
because of personalization. As Figure 4 illustrates, many papers referred to customer trust,
satisfaction, and service quality to create customer loyalty. The convergence of satisfaction and trust
in a company has customer commitment as a result. The dimension of system quality consists of the
five dimensions of response time, usability, reliability, availability, and adaptability to measure the
technical success of the chatbot. They are mostly incidental since they lack the behavioural features.
European Journal of Investigation in Health, Psychology and Education (EJIHPE). This systematic
literature review, as a methodological technique, provides an overview of the state of the art of the
influence of chatbots on customer loyalty and boosts researchers to continue with empirical studies
to advance in this line of research. This condition state that a consumer may be loyal to one or more
brands based on the low involvement of the goods here the consumer discretely classifies the brands
as either acceptable or unacceptable leading to a multi-brand loyal consumer. The long-term impact
of a loyalty program - Digital? pdf. In addition, a returning customer ensures a higher average
customer value. Editors select a small number of articles recently published in the journal that they
believe will be particularly. Users often feel like the chatbot will harm their privacy. UNLV Theses,
Dissertations, Professional Papers, and Capstones the effectiveness of loyalty programs to increase
customer retention and profitability. Pozsgai) Download Free PDF View PDF See Full PDF
Download PDF About Press Blog People Papers Topics Job Board We're Hiring. Split loyal -This
group presents split loyalty between two or three brands. A questionnaire derived from previous
studies and the relevant literature was completed by 472 bank customers in Jaffna city, Sri Lanka.
Expert Journal of Marketing is published by Sprint Investify. The expectation of a costumer
regarding a product is different than for other consumers, in terms of purchase quantity, service
quality, convenience (before purchase, using and after purchasing) and so on. Journal of
Experimental and Theoretical Analyses (JETA). Large organizations worldwide such as LG, Sony,
Samsung, Del Monte, Coca-cola and Pepsi spend millions in advertisements and promotions to
ensure that there customers remain loyal to there brands. Institutional Review Board Statement Not
applicable. Brand loyalty promotes psychological attachments to products in their consumers
meaning that the consumers will go out of their way in order to purchase goods from that particular
brand each time hence increase in sale for the company. Other studies examined customers prefer
human-like chatbots that offer a personal approach and a tailored message. Having loyal consumer
increases the efficiency of marketing communication as established by Bennett and Thiele 2005,
since the consumers will communicate among themselves and hence enhance the communication.
How customer loyalty programs can influence -? pdf. Analysis to understand and improve chatbot
dialogue to improve the customer experience. Please let us know what you think of our products and
services. How customer loyalty programs can influence -? pdf. The constructs of service quality,
system quality, and information quality belong to chatbots since these dimensions are seen as
predictors of customer experience concerning chatbots. A chatbot with high system quality and high-
quality service and information leads to a more remarkable customer experience. This research is
scoped down to understand the relationship between consumer behavior and brand loyalty, factors
affecting consumer decision making, the role of brand loyalty in consumer durables and the position
of the individual consumer in the segment. The long-term impact of a loyalty program - Digital?
pdf. Optimize the customer experience to raise customer satisfaction. Customer experience and its
dimensions by chatbots. Journal of Retailing and Consumer Services, 29, pp.114-122. A
recommendation is to research further the differences of age, gender, and background differences
among customers in understanding the chatbot and their experience while using it. The Impact of
Chatbots on Customer Loyalty: A Systematic Literature Review. J. Theor. Appl. Electron. Commer.
Res. 2022, 17, 212-229. The results of their study proved that chatbots with dynamic response delays
have a positive effect on the customer experience. The long-term impact of a loyalty program -
Digital? pdf. The convergence of satisfaction and trust in a company has customer commitment as a
result. For future research, it is recommended to further investigate the role and attribution of human-
like features on chatbots and what the effect of these anthropomorphic chatbots is on the perceived
social presence and adoption of chatbots. 5.3. Limitations This study includes several limitations. In
this context, the marketing of the product or branding has a quiet influence on consumer purchasing
behavior. Companies should optimize the customer experience to raise their customer satisfaction.
Feature papers represent the most advanced research with significant potential for high impact in the
field. A Feature. Jan 2007 Customer Loyalty Research - Can customer loyalty programs really build
loyalty. Initially, described here are two modalities of loyalty programs - individual and coalition,
often used, being analyzed are their main characteristics, advantages and restrictions, market ranges
in which they operate and the managerial implications of each modality. Based on this it is clear that
the brand choice of the consumer should not be zero-ordered in that the consumer should not choose
a brand by a probability that is independent of his past purchase decisions. Keep on browsing if you
are OK with that, or find out how to manage cookies. Chatbots are an emerging development and
are found to be interested in this study. Partly due to the use of a chatbot, a customer gains more
confidence in an organization, leading to customer loyalty. In addition, a returning customer ensures
a higher average customer value. The Impact of Customer Loyalty Programs on Customer? pdf. The
next half of the project will offer insights about relationship marketing. Studies found that chatbots
improve the customer experience.
Loyalty management investments are of particular importance if consumers face a low price
difference during a change of supplier, since they are not tied to the contract. Because satisfaction
leads, in turn, to loyalty, a chatbot likely has an impact on customer loyalty. How customer loyalty
programs can influence -? pdf. The customer experience of using chatbots leads to satisfaction and
loyalty for the organization. Other studies examined customers prefer human-like chatbots that offer
a personal approach and a tailored message. International Research Journal of Engineering and
Technology (IRJET). Multiple requests from the same IP address are counted as one view. The
Impact of Chatbots on Customer Loyalty: A Systematic Literature Review. Split loyal -This group
presents split loyalty between two or three brands. Privacy paradox Included in 9 studies Concerns
about the exposure of personal information. The Impact of Customer Loyalty Programs on
Customer? pdf. Journal of Theoretical and Applied Electronic Commerce Research. 2022; 17(1):212-
229. Human-like chatbots lead to greater satisfaction and trust among customers, leading to greater
adoption of the chatbot. Based on the two dimensions, four main classes of measurements can be
distinguished. That is. The value perception also affects the customer in consuming the brand,
directly, and can also cause the customer loyalty to the brand, indirectly (Wongsuchat and Ngamyan,
2014). UNLV Theses, Dissertations, Professional Papers, and Capstones the effectiveness of loyalty
programs to increase customer retention and profitability. Since a brand loyal consumer will only
purchase goods from one brand and will not accept substitutes, he may face difficulties and
inconveniences leading to unnecessary expenditure of funds if the product is not locally available
(Algesheimer, Dholakia and Herrmann 2005). How customer loyalty programs can influence -? pdf.
With its directors having offered 16 years of personalized services to clients in tour and travel related
activities and also considering holidays, safaris and travel options which are as diverse as our client’s
wishes. Brand loyalty promotes psychological attachments to products in their consumers meaning
that the consumers will go out of their way in order to purchase goods from that particular brand
each time hence increase in sale for the company. That means that there is a link between customer
experience and customer satisfaction. There is still much uncertainty in chatbots among customers in
terms of customer trust. Encouraging inter-functional harmonization to allow the logistics and
marketing departments to work together when planning and implementing. Despite studying and
aggregating the results of papers, no statements can be made during this study about the impact of
chatbots on customer loyalty at different ages of customers. Descriptive quantitative is the method
used in this research with the assistance of a causal approach with a total sample of 245 respondents
which were then analysed by PLS-SEM (Partial Least Square-Structural Equation Model). Is your
loyalty proram really building loyalty ? -? pdf. Due to word to mouth advertising and a segregation
of same monochromatic group of brand loyal consumers anyone who identifies with the group
instantly needs to join the brand to join it. Although the chatbot market is on the rise, there has been
low adoption of the chatbot. Better resistance and time to respond to competitive moves. Analysis to
understand and improve chatbot dialogue to improve the customer experience.
Feature papers are submitted upon individual invitation or recommendation by the scientific editors
and must receive. Journal of Cardiovascular Development and Disease (JCDD). In the end, when the
expectation of a chatbot user with a complaint is exceeded, the customer has a good experience
leading to customer satisfaction. Future researchers are expected to test the concept of brand loyalty
through other concepts, such as brand commitment (Fullerton, 2005), customer credibility (Bachri, et
al., 2016), brand experience (Wulandari, 2016), and Brand Attachment (Chinomona, 2013). Because
satisfaction leads, in turn, to loyalty, a chatbot likely has an impact on customer loyalty. Therefore,
the role of anthropomorphism and the perceived social presence of chatbots should be further
studied. Jan 2007 Customer Loyalty Research - Can customer loyalty programs really build loyalty.
Procedia Social and behavioral sciences, 24, pp.1218-1231. Subsequently, the study proposes a new
program modality (cluster) and provides practical aspects for its use. Investigate the relationship
between loyalty and chatbots. Journal of Low Power Electronics and Applications (JLPEA). Based
on this it is clear that the brand choice of the consumer should not be zero-ordered in that the
consumer should not choose a brand by a probability that is independent of his past purchase
decisions. Switchers - This group lacks loyalty possibly because they are constantly looking to get a
bargain and always go for the cheapest or are constantly looking for something different to try. The
long-term impact of a loyalty program - Digital? pdf. Deng et al., (2010) Ishaq et al., (2014, 2015)
and Osman et al. (2016) conclude that the observed variables can be used, or not, in measuring brand
loyalty, therefore, debates and inconsistencies occur in marketing literature. Further analyze privacy
paradox with chatbots and explore the relationship between privacy concerns, machine heuristic and
privacy protection behaviors. The consumer can be anybody ranging from a voter to a buyer.
Bachelor thesis within Business Administration Author. They are PT Telekomunikasi Seluler
(Telkomsel), PT Indosat Tbk (ISAT), PT XL Axiata (EXCL), PT Smartfren Telecom Tbk (FREN),
and PT Hutchison CP Telecommunication. Feature papers represent the most advanced research with
significant potential for high impact in the field. A Feature. A review of the literature on brand
loyalty and customer loyalty financial affairs making loyalty pay. Overall, companies should put
effort into winning customer trust by sharing reviews and being transparent. 5.2. Theoretical
Implications and Future Research Several studies have linked customer experience and customer
loyalty, but not many studies have made the connection between chatbots and customer loyalty. The
Jacoby and Chestnut’s 1978 definition identifies five vital necessities for brand loyalty which are. In
addition, the selected scientific papers did not illustrate the impact a chatbot can have in different
contexts and functions, such as support chatbots, skills chatbots, and assistant chatbots. 6.
Conclusions This systematic literature review obtains insight into the influence of chatbots on
customer loyalty and how chatbots can respond to the changing needs of today’s customers. A brand
in simple words is the term, design, symbol, name or anything that distinguishes one product from
that of the other. The research findings will be addressed based on the theories of consumer buying
behavior and brand loyalty. Indonesia has great market potential for the mobile phone industry, but a
very intense competition has developed recently. It is difficult to pick the right decision making unit.
Extensive studies regarding brand loyalty have been carried out for both practical and academic
reasons since it ensures that a firm has a competitive advantage over its competitors. Jan 2007
Customer Loyalty Research - Can customer loyalty programs really build loyalty.
Brand loyalty is defined according to the actual purchases that have been observed over a period of
time under behavioural measures. In addition, the brand must also be able to increase the customers
emotional involvement so that the customers have a bond and loyal to the brand (Barusman, 2016).
In marketing, the success of a firm largely depends on its ability to draw more consumers to its
branded products and keeping them coming back for more. The findings of Graner and Sterling
(2003) further strengthened the incentive for retailers to develop brand loyalty as they found that
retaining 5% more customers would boost profits by 25% to 125%. By optimizing the customer
experience, customer expectations and satisfaction can be exceeded. Cal part of the thesis was
declared confidential The results of the study show that case company s customer loyalty program in
Russia is in the beginning stage. It is crucial for the current customers and new customers to remain
loyal to the company brand to ensure success of the firm. Proactive and personal customer contact is
a significant factor in the customer experience. Customer experience and its dimensions by chatbots.
Due to this, brand share and brand penetration emerge reflecting that only a small group of
consumers will purchase that exact brand next time as it is part of the portfolio of brands and thus a
decrease in consumer loyalty towards a brand. The customer experience of using chatbots leads to
satisfaction and loyalty for the organization. Besides, the existing studies are based on consumer
support by humans and not by chatbots. The purpose of this work is to propose and empirically
investigate a comprehensive mechanism for enhancing customer loyalty to banks via e-banking
practices. The objectives of this review are to review the dimensions and measures of brand loyalty,
the causes of brand loyalty decline, the root of decline in brand loyalty, the remedies and analyze
both the merits and demerits of brand loyalty by bringing together thoughts and experiences from a
variety of literature and pragmatic studies conducted in the area of brand loyalty. If a consumer has a
weak attitude and poor behavior toward buying a certain brand of product, it is clear that he will not
be loyal. Test chatbots in different contexts and different types of websites in terms of complaint
handling. International Journal of Business and Management, 5(6), pp.113-122. Visit our dedicated
information section to learn more about MDPI. Bachelor thesis within Business Administration
Author. Complaint handling Included in 4 studies Handling customer complaints within an
organization and helping the customers out. Krisnanto (2017) mentions that the value of the customer
is the source of all value in the organization, and creating strong customer value is the main goal of
every company. The purpose of this study is to re-evaluate the involvement of various factors related
to the perception of value, service quality, brand trust and brand loyalty in the industry of mobile
phones through literature review and examination of previous research. A company may hire people
based on the brand they identify with and reject others hence creating sameness; a group of
monochromatic consumers who act think and look alike (Algesheimer, et al 2005). Brand Loyalty
and Customer Loyalty are two concepts that have been delved into by researchers as they are two
very important dimensions in marketing. Brand. The basic marketing problem is how to keep existing
loyal customers and increase the segment of the same. Journal of Cardiovascular Development and
Disease (JCDD). As multiple studies described, a chatbot serves as an excellent way to support
customers. Telkomsel, Indosat, and XL-Axiata are the three operators with the largest share of
customers in Indonesia. To make a chatbot more personal, companies can alter the language style.
The high level of penetration of mobile phone market in Indonesia makes the number of mobile
phone players in this industry interested to take a part in achieving a higher market share in
Indonesia (Ningsih, 2014).