This paper reviews the concepts of loyalty and loyalty strategies both in retail and
in leisure and tourism — and the increasing integration of retail concepts
into leisure and tourism. Through use of case studies, the paper details management
views on the strategic significance of retail and retail loyalty within a range of
UK-based leisure and tourism organisations. It also details specific loyalty
practices. A series of implications are derived from a cross-evaluation of the case studies.
Sivadas, E.
and
Baker-Prewitt, J. L.
(2000)
‘An examination of the relationship between service quality,
customer satisfaction, and store loyalty’
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Vol. 28, No. 2, pp.
73-82
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2.
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(1994)
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pp.
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,
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,
Clark, M.
and
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(2000)
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Howard, D. R.
and
Havitz, M. E.
(1992)
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155-164
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Sividas and Baker-Prewitt, ref. 1 above.
10.
Christopher et al., ref. 4 above.
11.
Backman, S. J.
and
Crompton, J. L.
(1992)
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(2000)
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McGoldrick, ref. 12 above.
16.
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17.
Pressey, D.
and
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(2000)
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3, pp.
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Mintel
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20.
McGoldrick, ref. 12 above.
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22.
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Egan, ref. 6 above.
24.
Rundle-Thiele and Bennett, ref. 7 above.
25.
Stauss, B.
,
Chojnacki, K.
,
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and
Hoffmann, F.
(2001)
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12, No. 1, pp.
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26.
Egan, ref. 6 above.
27.
Pressey, D. and Matthews, B. (2000), ref. 17 above.
28.
Mintel, ref. 18 above.
29.
Egan, ref. 6 above.
30.
Fletcher, K.
,
Wheeler, C.
and
Wright, J.
(1990) ‘The role and status of UK database
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31.
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32.
Dawson, ref. 13 above.
33.
Rosenberg and Czepiel, ref. 4 above.
34.
Mintel
(2000) ‘Retail Review’,
Mintel International Group, London
.
35.
Egan, ref. 6 above.
36.
Rosenberg and Czepiel, ref. 4 above.
37.
Berry, ref. 5 above.
38.
Sivadas and Baker-Prewitt, ref. 9 above.
39.
Berry, ref. 5 above.
40.
Reynolds, K.
and
Arnold, M.
(2000)
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relationship customers in an upscale retail context’
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41.
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42.
Varley, P.
and
Crowther, G.
(1998)
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narrative expectations and relationship management in the outdoor leisure market’
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Reynolds and Arnold, ref. 40 above; Rosenberg and Czepiel, ref. 4 above.
44.
Varley and Crowther, ref. 42 above.
45.
Berry, ref. 5 above.
46.
Ford, R.
(1991)
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Vol. 19, No. 5, pp.
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47.
Ford, ibid.
48.
Willmott, M.
(1993)
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49.
Mul, S.
(1995)
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personal touch?’
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Middleton, V. T. C.
(1999)
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51.
Willmott, ref. 48 above.
52.
Darnell, A. C.
and
Johnson, P. S.
(2001)
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53.
Palmer, A.
and
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54.
Pressey and Matthews, ref. 17 above.
55.
Stauss et al., ref. 25 above.
56.
Backman and Crompton, ref. 11 above.
57.
Middleton, V. T. C.
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Clarke J.
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58.
Boniface, B.
and
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60.
Chen, J. S.
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61.
Darnell and Johnson, ref. 52 above.
62.
Backman and Crompton, ref. 11 above.
63.
Palmer and Mayer, ref. 53 above.
64.
Mul, ref. 49 above.
65.
Gilbert, ref. 5 above.
66.
Palmer and Mayer, ref. 53 above.
67.
Gilbert, ref. 5 above.
68.
Palmer and Mayer, ref. 53 above.
69.
Gilbert, ref. 5 above.
70.
Palmer and Mayer, ref. 53 above.
71.
Mul, ref. 49 above.
72.
Palmer and Mayer, ref. 53 above.
73.
Ibid.
74.
Mul, ref. 49 above.
75.
Palmer and Mayer, ref. 53 above.
76.
Marcus, ref. 5 above.
77.
Middleton, ref. 50 above.
78.
Mintel, ref. 18 above.
79.
Middleton, ref. 50 above.
80.
Rubin, H.
and
Rubin, I.
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Sage Publications, Thousand Oaks, CA
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81.
Kvale, S.
(1996) ‘Inter Views’,
Sage Publications, Thousand Oaks, CA
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82.
Ibid.
83.
Rubin and Rubin, ref. 80 above.
84.
Middleton, ref. 50 above.
85.
Kay, J.
(1995) ‘Foundations of Corporate
Success’,
Oxford University Press, Oxford
.
