Essays about: "Karl Granbom"

Found 1 essay containing the words Karl Granbom.

  1. 1. Loyalty Program Termination Recovery - A quantitative study on the efficacy of compensation and explanation recovery efforts in mitigating negative reactions following a loyalty program termination

    University essay from Handelshögskolan i Stockholm/Institutionen för företagande och ledning

    Author : Marcus Hagström; Karl Granbom; [2023]
    Keywords : Loyalty program termination; Service failure; Recovery efforts; Compensation; Explanation;

    Abstract : Loyalty program (LP) practitioners increasingly face the necessity to terminate their LP considering the disadvantages to LP management, the fact that LPs continually fail to be of value to many members and the growing shift towards subscription-based loyalty models. Aware that terminations lead to negative customer reactions, managers will inevitably wonder how to mitigate such reactions so as to retain customers and diminish negative backlash. READ MORE