Understanding Relationship Marketing and Loyalty Program Effectiveness in Global Markets. Issue 3 (September 2015)

• Record Type: Journal Article
• Authors: Beck, Joshua T.; Chapman, Kelly; Palmatier, Robert W.
• Is Part Of: Journal of international marketing. Volume 23:Issue 3(2015)
• Page Start: 1
• Page End: 21
• Publication Date: 2015-09
• Subjects: relationship marketing -- loyalty programs -- culture -- economic development -- international marketing; Export marketing -- Periodicals; Export marketing -- Management -- Periodicals; 382.605
• DOI: 10.1509/jim.15.0010
• Languages: English
• ISSNs: 1069-031X

Abstract

Relationship marketing (RM) and loyalty programs (LPs) are key differentiation strategies for firms facing increasing global competition. Accordingly, global interest in RM and LPs has surged, though researchers examining these marketing activities typically apply U.S.-centric frameworks to international research contexts. To understand how RM and LPs may be influenced by factors that distinguish global markets, this review offers a comprehensive framework of both RM and LP mechanisms and considers how cultural and developmental contingency factors may alter the effects of these mechanisms on seller performance. The results from this review produce eight propositions about where specific RM and LP strategies should be most effective. By considering these mechanisms jointly, the authors also simultaneously delineate RM and LP theories and broaden the scope of global research in both domains.