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The impacts of acquisition modes on achieving customer behavioral loyalty: an empirical analysis of the credit card industry from China

Yaxin Ming (School of Economics and Management, BeiHang University, Beijing, China) (Key Lab of Complex System Analysis and Management Decision, Ministry of Education, Beijing, China)
Jing (Elaine) Chen (School of Economics and Management, BeiHang University, Beijing, China) (Key Lab of Complex System Analysis and Management Decision, Ministry of Education, Beijing, China)
Chenxi Li (School of Economics and Management, BeiHang University, Beijing, China) (Key Lab of Complex System Analysis and Management Decision, Ministry of Education, Beijing, China)

International Journal of Bank Marketing

ISSN: 0265-2323

Article publication date: 16 December 2020

Issue publication date: 3 February 2021

Abstract

Purpose

This study aims to investigate the effect of acquisition modes on customer behavioral loyalty to enrich our knowledge of the effectiveness of acquisition modes and how to better target customers in the service industry.

Design/methodology/approach

Using a data set from a large commercial bank in China, this study conducts a series of empirical analyses to examine the impacts of two types of acquisition modes (i.e. the gift acquisition mode and customer referral) on customer behavioral loyalty.

Findings

Gift acquisition has a negative effect on customer behavioral loyalty, as measured by the dropout probability, consumption amount and consumption frequency. Furthermore, this negative relationship could be weakened if the customer is referred by an existing customer.

Originality/value

Although prior studies have investigated the effectiveness of some acquisition modes in terms of customer loyalty, customer acquisition through the provision of gifts, which is widely implemented in marketing practice, has not been well investigated. This study addresses this research gap and identifies the joint influence of acquisition modes on customer behavioral loyalty, further enriching our knowledge of the effectiveness of different acquisition modes.

Keywords

Acknowledgements

Dr. Yaxin Ming and Dr. Jing (Elaine) Chen contributed equally in this study. Research support from China's NSFC (71802017, 71702007) is gratefully acknowledged.

Citation

Ming, Y., Chen, J.(E). and Li, C. (2021), "The impacts of acquisition modes on achieving customer behavioral loyalty: an empirical analysis of the credit card industry from China", International Journal of Bank Marketing, Vol. 39 No. 1, pp. 147-166. https://doi.org/10.1108/IJBM-07-2020-0382

Publisher

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Emerald Publishing Limited

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