Literatur
Berry, J. (2014): Fears for Tiers: 2014 COLLOQUY Study on Attitudes Toward Membership Status in Loyalty Programs, Report, COLLOQUY, Cincinnati, OH.
Boyd, H. C./Helms, J. E. (2005): Consumer entitlement theory and measurement, in: Psychology & Marketing, 22, 3, S. 271–286.
Brady, M. K./Voorhees, C. M./Brusco, M. J. (2012): Service Sweethearting: Its Antecedents and Customer Consequences, in: Journal of Marketing, 76, 2, S. 81–98.
Darke, P. R./Dahl, D. W. (2003): Fairness and discounts: the subjective value of a bargain, in: Journal of Consumer Psychology, 13, 3, S. 328–338.
Drèze, X./Nunes, J. C. (2009): Feeling superior: the impact of loyalty program structure on consumers’ perceptions of status, in: Journal of Consumer Research, 35, 6, S. 890–905.
Eggert, A./Steinhoff, L./Garnefeld, I. (2015): Managing the bright and dark sides of status endowment in hierarchical loyalty programs, in: Journal of Service Research, 18, 2, S. 210–228.
Flyertalk (2014): 2014: The third annual flyertalk awards, http://www.flyertalk.com/awards/2014/fullresults.html, Abruf 30.09.2015.
Henderson, C. M./Beck, J. T./Palmatier, R. W. (2011): Review of the theoretical underpinnings of loyalty programs, in: Journal of Consumer Psychology, 21, 3, S. 256–276.
Homburg, C./Droll, M./Totzek, D. (2008): Customer prioritization: Does it pay off, and how should it be implemented? In: Journal of Marketing, 72, 5, S. 110–130.
Jiang, L./Hoegg, J./Dahl, D. W. (2013): Consumer reaction to unearned preferential treatment, in: Journal of Consumer Research, 40, 3, S. 412–427.
Kivetz, R./Urminsky, O./Zheng, Y. (2006): The goal-gradient hypothesis resurrected: Purchase acceleration, illusionary goal progress, and customer retention, in: Journal of Marketing Research, 43, 1, S. 39–58.
Kumar, V./Shah, D. (2004): Building and sustaining profitable customer loyalty for the 21st century, in: Journal of Retailing, 80, 4, S. 317–329.
Lacey, R./Suh, J./Morgan, R. M. (2007): Differential effects of preferential treatment levels on relational outcomes, in: Journal of Service Research, 9, 3, S. 241–256.
McFerran, B./Argo, J. J. (2014): The entourage effect, in: Journal of Consumer Research, 40, 5, S. 871–884.
Miles & More (2014): Programmänderungen ab Januar 2014, http://www.miles-and-more.com/online/portal/mam/de/program/news/detail?nodeid=1343543775&l=de, Abruf 30.09.2015.
Rust, R. T./Lemon, K. N./Zeithaml, V. A. (2004): Return on marketing: Using customer equity to focus marketing strategy, in: Journal of Marketing, 68, 1, S. 109–127.
Steinhoff, L./Palmatier, R. (2016): Understanding loyalty program effectiveness: Managing target and bystander effects, in: Journal of the Academy of Marketing Science, forthcoming.
Wagner, T./Hennig-Thurau, T./Rudolph, T. (2009): Does customer demotion jeopardize loyalty? In: Journal of Marketing, 73, 3, S. 69–85.
Wetzel, H. A./Hammerschmidt, M./Zablah, A. R. (2014): Gratitude versus entitlement: A dual process model of the profitability implications of customer prioritization, in: Journal of Marketing, 78, 2, S. 1–19.
Wieseke, J./Alavi, S./Habel, J. (2014): Willing to Pay More, Eager to Pay Less: The Role of Customer Loyalty in Price Negotiations, in: Journal of Marketing, 78, 6, S. 17–37.
Author information
Authors and Affiliations
Corresponding author
Rights and permissions
About this article
Cite this article
Wetzel, H., Klein, S. & Hammerschmidt, M. Kundenstatus im Vertrieb: Dos and Don’ts. Mark Rev St. Gallen 32, 80–88 (2015). https://doi.org/10.1007/s11621-015-0584-7
Published:
Issue Date:
DOI: https://doi.org/10.1007/s11621-015-0584-7