How special rewards in loyalty programs enrich consumer–brand relationships: The role of self‐expansion
Résumé
Although brands offer different kinds of rewards through their loyalty programs, little
is known about how they can impact consumer–brand relationships and brand attitude.
How do loyalty program rewards influence the consumer–brand relationship? And
which kinds of rewards establish or maintain closer relationships between consumers
and brands than others? To answer these questions, the present research makes use of
self‐expansion theory (Aron & Aron, 1986) and two experiments that manipulate the
extraordinary character of rewards offered to consumers. Our findings show that
special rewards produce higher self‐expansion than mundane rewards. Moreover, the
positive effect of the rewards’ extraordinary character on brand evaluation,
recommendation, and identification is sequentially and fully mediated by self‐brand
inclusion and self‐expansion. Finally, we show that consumer satisfaction moderates
the impact of special and mundane rewards on self‐brand inclusion.
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