Implications of loyalty program membership and service experiences for customer retention and value

For your marketing

Possible founder application

Use to frame a lifecycle hypothesis and define customer-level outcomes; check whether the study's market and retention horizon resemble yours.

Reported result

What the study found

Members discounted or overlooked negative evaluations relative to competitors; the paper links program membership and service experiences to retention and value.

Research question

What the authors investigated

Under what conditions does loyalty-program membership improve customer evaluations, behavior, repeat purchase intentions, retention and value?

Design

Cross-sectional and time-series field analysis of a financial-services loyalty program.

Sample and setting

Customers of a worldwide financial-services company offering a loyalty-reward program.

Scope and transfer

Limitations to keep in view

The publisher abstract identifies a single worldwide financial-services company and observational cross-sectional/time-series data; generalization beyond that setting and causal attribution are limited.

Research sources

Publisher abstract explicitly says the study uses cross-sectional, time-series data and reports the member-versus-nonmember evaluation result. Direct publisher-page retrieval was recorded on 2026-10-09; this profile uses the publisher abstract/metadata and does not claim independent review of unavailable full text.