Journal of the Academy of Marketing Science

, Volume 38, Issue 5, pp 604–616

Service firms and customer loyalty programs: a regulatory fit perspective of reward preferences in a health club setting

  • Ahmad Daryanto
  • Ko de Ruyter
  • Martin Wetzels
  • Paul G. Patterson
Original Empirical Research

DOI: 10.1007/s11747-009-0165-x

Cite this article as:
Daryanto, A., de Ruyter, K., Wetzels, M. et al. J. of the Acad. Mark. Sci. (2010) 38: 604. doi:10.1007/s11747-009-0165-x

Abstract

In this paper, we examine the impact of various configurations of regulatory fit on the attitudes, exercise intentions and actual behavior of members of a health club loyalty program. Regulatory fit is conceptualized as both the match between types of program rewards and how they are communicated, as well as the congruence between reward types and regulatory focus as a stable, individual disposition. In two experimental designs, non-point reward programs offering a short-term cash bonus were used. The results of Study 1 suggest that regulatory fit has a positive impact on perceived value, exercise intentions and exercise intensity, but not on visit frequency. Analysis of repeated behavioral measures further reveals that regulatory fit has a stronger impact on exercise intensity over time relative to nonfit. Study 2 also confirms the predictive power of regulatory fit over nonfit when conceptualized as the match between reward type and trait regulatory focus.

Keywords

Regulatory fitValue perceptionCustomer loyalty programs

Copyright information

© Academy of Marketing Science 2009

Authors and Affiliations

  • Ahmad Daryanto
    • 1
  • Ko de Ruyter
    • 2
  • Martin Wetzels
    • 2
  • Paul G. Patterson
    • 3
  1. 1.Newcastle Business SchoolNorthumbria UniversityNewcastle upon TyneUnited Kingdom
  2. 2.Department of Marketing, School of Business and EconomicsMaastricht UniversityMaastrichtThe Netherlands
  3. 3.School of MarketingUniversity of New South WalesSydneyAustralia