How status demotion undermines loyalty
The role of reciprocity norm and attribution of blame
Bibliographic Data
| ID | 21698568 |
|---|---|
| Authors | Ji Wen (0009-0004-7576-5240, Jinan University), Yanbo Yao (0009-0002-2058-8596, Jinan University), Wen Ji (0000-0002-5786-8324), Yan Huang (0000-0003-3591-7532, Jinan University, corresponding author), Zhibin Lin (0000-0001-5575-2216, Durham University Business School), Xin Liu (0000-0001-5207-1685, Jinan University) |
| Year | 2025 |
| Pages | 1-17 |
| Publication date | 2025-10-15 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Current Issues in Tourism (JOURNAL) |
| Journal identifiers | ISSN: 1368-3500 • E-ISSN: 1747-7603 |
| Publisher | Informa UK Limited (PUBLISHER • GB) |
| DOI | 10.1080/13683500.2025.2572497 |
| OpenAlex | W4415205024 |
| Language | EN |
| References cited | 61 |
Although loyalty programs have been widely used to enhance customer retention, few studies have investigated how status demotion impacts customer loyalty. To address this issue, we proposed a new theoretical framework by integrating reciprocity theory and attribution theory, and conducted two scenario-based experiments and a survey. The results indicate that status demotion reduces loyalty, with the reciprocity norm mediating the effect. The demotion attribution moderates these relationships, with self attribution mitigating the negative impact of status demotion. The research advances the theoretical understanding of loyalty programs by clarifying mechanisms and boundary conditions of the impact of status demotion on loyalty, offering practical insights to mitigate demotion risks in customer relationship management
Attribution · Blame · Demotion · Insignificance · Cultural Differences and Values · Experimental Behavioral Economics Studies · Social and Intergroup Psychology
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| Citation velocity | historical |
|---|---|
| Highly cited | No |