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INTEREST CATEGORY: RELATIONSHIP MARKETING
POSTING TYPE: TOCs

Book edited by Debbie I. Keeling, Ko de Ruyter and David Cox

1 Introduction to the Handbook of Research on Customer Loyalty
Debbie I. Keeling, Ko de Ruyter and David Cox

PART I PUTTING CUSTOMER LOYALTY INTO PERSPECTIVE – THE STATE OF RESEARCH-DRIVEN PRACTICE

2 A review of perspectives on customer loyalty
Kathy A. Keeling

3 A twenty-year review of brand and customer loyalty patents and academic literature
Charles V. Trappey, Amy J. C. Trappey, Annie A. S. Li and Richard Feinberg

4 The customer loyalty journey – technology enabled loyalty touchpoints
Mathew Chylinski and Jonas Heller

5 Customer loyalty – an international perspective
Aqeel Faisal A. Kadasah

6 Ethical dilemmas in terminating undesired (loyal) customers
Ting Yu and Michael Schwartz

PART II RESEARCH METHODS, METRICS AND DESIGNS FOR CUSTOMER LOYALTY

7 Customer experience measurement: implications for customer loyalty
Francisco Villarroel Ordenes, David Díaz Solis and Dennis Herhausen

8 Capturing complex, dynamic customer loyalty by integrating traditional and big data analyses
Ce (Jacky) Mo and Ting Yu

9 Voice in customer loyalty research
Bitty Balducci and Detelina Marinova

10 Predictive approaches to customer loyalty: the impact of missing data on the predictability of customer loyalty models
Dominik M. Piehlmaier

11 Customer disloyalty: an interactive introspection
Maja Golf-Papez and René Moolenaar

PART III PROGRAMMATIC APPROACHES TO CUSTOMER LOYALTY

12 The rewards portfolio
David Cox

13 Loyalty-Based Learning (LBL) in channel enablement programmes
Debbie I. Keeling and Ko de Ruyter

14 Play, games and gamification: possibilities for customer loyalty
Joey Lam, Karen Robson, Kirk Plangger, Jan Kietzmann, Ian McCarthy and Leyland Pitt

15 In search of loyalty programme soft benefits: a social capital perspective
David Cox

16 Nudging and marketing communications: a regulatory focus perspective
Ilia Protopapa and Stavros P. Kalafatis

17 Loyalty programmes: cases in points
David Cox

18 Habitual behaviour: design for automaticity during customer loyalty decisions
Dominik Mahr, Tim Hilken and Timna Bressgott

19 The journey from non-audiences to loyal audiences: a case study of a performing arts theatre
Yu-Chien Chang and Dirk vom Lehn

PART IV REIMAGINING CUSTOMER LOYALTY RESEARCH

20 Six dilemmas for customer loyalty and sustainability
Fatima Wang

21 Building customer loyalty with augmented reality: current and future trends
Tim Hilken, Dominik Mahr and Dai-In Danny Han

22 Fostering customer loyalty using technology
Elisa B. Schweiger and Dhruv Grewal

23 If you post, they will follow: understanding the dynamics of the influencer marketing industry
Gillian Brooks and Mikołaj Piskorski

24 Role of AI in enhancing customer engagement, loyalty and loyalty programme performance
Choukri Menidiel, Linda D. Hollebeek, Anu Leppiman and Iivi Riivits-Arkonsuo

25 Redefining consumer relationships through voice technologies
Matteo Montecchi, Kirk Plangger, Anouk de Regt and Adam J. Mills