Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value
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- Authors
- Bolton, R. N., Kannan, P. K., & Bramlett, M. D.
- Affiliations
- University of Oklahoma (US)
- University of Maryland, College Park (US)
- Venue
- Journal of the Academy of Marketing Science
- Published
- 2000-01-01
- Volume
- 28
- Issue
- 1
- Pages
- 95-108
- ISSN
- 0092-0703 (ISSN-L)
- OpenAlex
- W1973849164
- Cited by
- 1,157
- References
- 49
- Citations by year
- 2026: 15 · 2025: 20 · 2024: 40 · 2023: 31 · 2022: 35 · 2021: 55 · 2020: 53 · 2019: 46 · 2018: 50 · 2017: 61 · 2016: 53 · 2015: 61 · 2014: 79 · 2013: 66 · 2012: 70
- FWCI
- 29.49
- Type
- journal article
- Language
- en
- Open access
- green
- hdl.handle.net
- Locations
- Journal of the Academy of Marketing Science (publishedVersion)
- SHAREOK (University of Oklahoma; Oklahoma State University; Central Oklahoma University) (submittedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Customer churn and segmentation
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Market Behavior and Pricing
- Keywords
- customer retention, service experience, consumer evaluation, repurchase intention, perceived value, customer switching, financial services, relationship duration
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