Программы лояльности: зарубежный и российский опыт
The aim of this paper is to identify the role of the loyalty programs in the Russian market. The methodology of the study based on the analysis of relevant publications and qualitative research using semi-structured interviews with experts in customer relationship and loyalty programs which were fulfilled in 2014–2015 in Russia and Austria. The article offers the definition of customer loyalty programs as relationship marketing tool, and contains the differentiation criteria from the frequency and reward schemes, also the role of customer loyalty programs for retail chains are investigated. The systematization of the reward types that are widely use in loyalty programs are provided. The paper contributes to the development of relationship marketing theory and customer loyalty programs issue.