TY  - JOUR
AB  - 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.
VL  - 32
IS  - 4
SN  - 0959-0552
DO  - 10.1108/09590550410528962
UR  - https://doi.org/10.1108/09590550410528962
AU  - Smith Andrew
AU  - Sparks Leigh
AU  - Hart Susan
AU  - Tzokas Nikos
PY  - 2004
Y1  - 2004/01/01
TI  - Delivering customer loyalty schemes in retailing: exploring the employee dimension
T2  - International Journal of Retail & Distribution Management
PB  - Emerald Group Publishing Limited
SP  - 190
EP  - 204
Y2  - 2024/09/22
ER  -