eprintid: 46505 rev_number: 12 eprint_status: archive userid: 23303 importid: 106 dir: disk0/00/04/65/05 datestamp: 2022-12-16 12:41:00 lastmod: 2023-08-28 13:24:52 status_changed: 2023-08-28 13:24:52 type: article metadata_visibility: show creators_name: Meyer-Waarden, Lars creators_name: Bruwer, Johan creators_name: Galan, Jean-Philippe creators_id: Lars.Meyer-waarden@ut-capitole.fr creators_idrefppn: 069869871 creators_idrefppn: 076643719 creators_affiliation: Toulouse School of Management creators_affiliation: UniSA Business, Ehrenberg-Bass Institute for Marketing Science creators_affiliation: IAE Bordeaux creators_halaffid: 520525 title: Loyalty programs, loyalty engagement and customer engagement with the company brand: Consumer-centric behavioral psychology insights from three industries ispublished: pub subjects: subjects_GESTION abstract: Firms make large investments in loyalty programs (LPs) to build customer relationships with customer loyalty as one of their primary goals. Despite the popularity of LPs, their effectiveness is questioned and the subject of academic debates in relation to outcomes such as profitability. Moreover, extant research has not investigated if customers engage with LPs through LP perceived value and how LP engagement improves LP loyalty, brand loyalty, and customer engagement (CE) with the company brand. This study examines, from a consumer-centric behavioral perspective, LP engagement (LPE) behavior, and how LPE behavior impacts brand and LP loyalty, as well as CE. We introduce LPE behavior, a relatively new concept, in the form of a multi-dimensional set of hierarchically-ordered dimensions. We show a differentiated view of the relationship between the antecedents of brand loyalty as well as LP loyalty and CE. External, convergent and discriminant validity are confirmed by testing our model with a representative sample (n = 593) of the U.S. LP population with participants being members of either a grocery retail chain, department store chain, or airline frequent flyer LP. We show that perceived LP value engages customers with LPs. Subsequently, LPE behavior improves LP loyalty and brand loyalty as well as CE with the company brand. date: 2023-03 date_type: published publisher: Elsevier id_number: 10.1016/j.jretconser.2022.103212 faculty: gestion divisions: CRM keywords: Loyalty program keywords: Customer engagement keywords: Perceived value keywords: Brand loyalty keywords: Loyalty program engagement behavior keywords: Loyalty program loyalty language: en has_fulltext: FALSE doi: https://doi.org/10.1016/j.jretconser.2022.103212 view_date_year: 2023 full_text_status: none publication: Journal of Retailing and Consumer Services volume: vol. 71 number: n° 103212 place_of_pub: Pays-Bas refereed: TRUE issn: 1873-1384 oai_identifier: oai:tsm.fr:2855 harvester_local_overwrite: number harvester_local_overwrite: volume harvester_local_overwrite: pending harvester_local_overwrite: creators_idrefppn harvester_local_overwrite: creators_halaffid harvester_local_overwrite: creators_id harvester_local_overwrite: id_number harvester_local_overwrite: hal_id harvester_local_overwrite: hal_version harvester_local_overwrite: hal_url harvester_local_overwrite: hal_passwd harvester_local_overwrite: publisher harvester_local_overwrite: place_of_pub oai_lastmod: 2023-05-17T06:49:00Z oai_set: tsm site: ut1 hal_id: hal-03903447 hal_passwd: 5nd5d8 hal_version: 1 hal_url: https://hal.archives-ouvertes.fr/hal-03903447 citation: Meyer-Waarden, Lars , Bruwer, Johan and Galan, Jean-Philippe (2023) Loyalty programs, loyalty engagement and customer engagement with the company brand: Consumer-centric behavioral psychology insights from three industries. Journal of Retailing and Consumer Services, vol. 71 (n° 103212).