The effect of tokenized rewards on customer loyalty programs

Achilleas Boukis

Annals of Tourism Research, 2024, vol. 109, issue C

Abstract: This work investigates customer responses to the tokenization of hotel loyalty programs. Drawing on self-enhancement theory, Study 1 investigates the effect of reward type (i.e. control vs tokenized reward) on customers' perceptions of the reward (i.e. economic value, program attractiveness) and their behavioral intentions towards the hotel (i.e. switching intentions, recommendation intentions). Findings highlight reward novelty and psychological ownership as two mediators of the above relationships. Study 2 replicates these effects in a cryptocurrency owner context. Study 3 examines the effect of the hotel's type (i.e. luxury vs budget) on the reward type-customer responses relationship. We showcase that tokenized rewards generate a more favourable attitude towards loyalty programs and that they remain an effective customer acquisition strategy for high-end hotels.

Keywords: Tokenized rewards; Psychological ownership; Reward novelty; Loyalty program; Non-Fungible Tokens (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:eee:anture:v:109:y:2024:i:c:s0160738324001282

DOI: 10.1016/j.annals.2024.103851

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