Litteratur och övriga källor

7.1 Empiriskt material


Underlaget till innehållsanalysen gällande 20 företags lojalitetsprogram återfinns på respektive företags egna hemsidor:

hm.com; hemtex.se; kappahl.com; lindex.com; mq.se; ahlens.se; ginatricot.com;

intersport.se; teamsportia.se; ikea.com; stadium.se; mio.se; bikbok.com; cubus.com; nk.se;

carlings.com; dressmann.com; twilfit.se; polarnopyret.se; veromoda.com

Fem stycken semistrukturerade intervjuer mellan 39 och 56 minuter långa:

Informant 1: Chief Digital Officer på företag för sport- och beklädnadsvaror. [Fiktivt namn:

Carl; Fiktivt företagsnamn: Atleto] Intervjudatum 16/5/2018

Informant 2: CRM- och kundklubbsansvarig på företag för inredning och hemtextil. [Fiktivt namn: John; Fiktivt företagsnamn: Inredningsbolaget] Intervjudatum 4/5/2018

Informant 3: Klubbchef och CRM-ansvarig på företag för inredning och hemtextil. [Fiktivt namn: Amanda; Fiktivt företagsnamn: Kuddgiganten] Intervjudatum 18/4/2018

Informant 4: CRM-ansvarig på företag för beklädnadsvaror. [Fiktivt namn: Marcus; Fiktivt företagsnamn: Modemix] Intervjudatum 10/4/2018

Informant 5: CRM-chef och kundklubbsansvarig på företag för beklädnadsvaror. [Fiktivt namn: Sofia; Fiktivt företagsnamn: Trendtex] Intervjudatum 18/4/2018

Informant 6: CRM-koordinator på företag för beklädnadsvaror. [Fiktivt namn: Linda; Fiktivt företagsnamn: Trendtex] Intervjudatum 18/4/2018


7.2 Litteratur och övriga källor

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Bagdoniené, L., Jakštaitė, R., Organizaijø, V. & Sisteminiai, T. (2006) Customer loyalty programmes: purpose, means and development. Organizacijø Vadyba: Sisteminiai Tyrimai, 37, ss. 21-35. ISSN: 13921142

Berry, L.L. (1999) Discovering the Soul of Service, New York: Free Press.

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Dowling, G. (2002) Customer Relationship Management: IN B2C MARKETS, OFTEN LESS IS MORE. California Management Review, 44(3), ss. 87-104. DOI: 10.2307/41166134 Dréze, X. & Nunes, J.C. (2009) Feeling Superior: The Impact of Loyalty Program Structure on Consumers’ Perceptions of Status. Journal of Consumer Research, 35(6), ss. 890-905.

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Jiang, Y., Zhan, L. & Rucker, D. (2014) Power and Action Orientation: Power as a Catalyst for Consumer Switching Behavior. Journal of Consumer Research, 41(1), ss.183-196. DOI:

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Kang, J., Alejandro T.B. & Groza, M.D. (2015) Customer–company identification and the effectiveness of loyalty programs. Journal of Business Research, 68(2), ss. 464–471. DOI:

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Khan, M.T. (2013) Customers Loyalty: Concept & Definition (A Review). International Journal of Information, Business and Management, 5(3), ss. 168-191. ISSN: 2076-9202 Kim, H., Lee, J.Y., Choi, D., Wu, J. & Johnson, K.K.P. (2013) Perceived Benefits of Retail Loyalty Programs: Their Effects on Program Loyalty and Customer Loyalty. Journal of Relationship Marketing, 12(2), ss. 95-113. DOI: 10.1080/15332667.2013.794100

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Lee, J-S., Tsang, N. & Pan, S. (2015) Examining the differential effects of social and economic rewards in a hotel loyalty program. International Journal of Hospitality Management, 49, ss. 17-27. DOI: 10.1016/j.ijhm.2015.05.003

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Liu, Y. & Yang, R. (2009) Competing loyalty programs: impact of market saturation, market share, and category expandability. Journal of Marketing, 73(1), ss. 93-108. DOI: 10.1509/

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