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Appears in Collections:Marketing and Retail Journal Articles
Peer Review Status: Refereed
Title: Delivering customer loyalty schemes in retailing: exploring the employee dimension
Authors: Smith, Andrew
Sparks, Leigh
Hart, Susan
Tzokas, Nikolaos
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Keywords: Competitive strategy
Customer loyalty
United Kingdom
Issue Date: 2004
Publisher: Emerald
Citation: Smith A, Sparks L, Hart S & Tzokas N (2004) Delivering customer loyalty schemes in retailing: exploring the employee dimension, International Journal of Retail and Distribution Management, 32 (4), pp. 190-204.
Abstract: Customer loyalty as a concept is inherently attractive to retail businesses. In many companies however, customer loyalty is operationalised through the activities of an often part-time and transient workforce. The case illustration presented here, and in particular the analysis of employee responses on issues of loyalty scheme construction and operation, raises two main issues. For any retailer operating a loyalty scheme, these findings raise considerable management implications.
Type: Journal Article
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Rights: The publisher does not allow this work to be made publicly available in this Repository. Please use the Request a Copy feature at the foot of the Repository record to request a copy directly from the author. You can only request a copy if you wish to use this work for your own research or private study.
Affiliation: University of Nottingham
Marketing and Retail Division
University of Strathclyde
University of East Anglia

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