Referral reward programs for specialists: the role of reward and brand strength on referral likelihood
Autor(a) principal: | |
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Data de Publicação: | 2023 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | REMark - Revista Brasileira de Marketing |
Texto Completo: | https://periodicos.uninove.br/remark/article/view/19684 |
Resumo: | Objective: This research examines the role of reward (type and size) and the brand strength on the referral likelihood of specialists (i.e., professionals hired by consumers to design a project and/or recommend products and services) who are target of referral reward programs (RRPs). The role of metaperception as underlying mechanism and their effects on referral likelihood is explored.Method: The authors conducted three experiments with specialists who work with custom made furniture firms.Findings: For a strong brand, neither the type nor the size of a referral reward is relevant, as the level of referral likelihood is naturally high. When the brand is recognised as weak, non-monetary reward (vs monetary) minimises the social costs of its referral and leads to higher referral likelihood by the specialists (Study 1). In addition, the size of a non-monetary reward does not impact the referral likelihood (Study 2). The metaperception explains the effect of the reward type on the referral likelihood (Study 3).Theoretical Contributions: This research contributes to the literature on referral reward programs by addressing two still neglected aspects of them: type of reward and brand strength. The focus on the context of specialists is also a contribution, as previous research has only addressed clients as recommenders.Relevance and Originality: This paper is the first one to broading the referral reward programs scope from a focus on customers and companies to the examination of a more complex relationship among specialists, customers and companies, being one of the first to explore different levels of non-monetary incentives offered by these programs.Managerial Contributions: The results of this research help marketing managers to understand how specialists (i.e. architects and designers of interiors) react to referral reward programs, indicating that the most effective programs should include non-monetary rewards, because monetary rewards increase social costs of the referral for specialists. Furthermore, when the brand is considered strong by the specialists, no reward is necessary for referral intentions. |
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Referral reward programs for specialists: the role of reward and brand strength on referral likelihoodProgramas de recompensa por indicação para especialistas: o papel da recompensa e da força da marca na probabilidade de recomendaçãoReferral programWord-of-mouthRewardBrand strengthSpecialistsPrograma de referênciaBoca-a-bocaRecompensaForça da marcaEspecialistasObjective: This research examines the role of reward (type and size) and the brand strength on the referral likelihood of specialists (i.e., professionals hired by consumers to design a project and/or recommend products and services) who are target of referral reward programs (RRPs). The role of metaperception as underlying mechanism and their effects on referral likelihood is explored.Method: The authors conducted three experiments with specialists who work with custom made furniture firms.Findings: For a strong brand, neither the type nor the size of a referral reward is relevant, as the level of referral likelihood is naturally high. When the brand is recognised as weak, non-monetary reward (vs monetary) minimises the social costs of its referral and leads to higher referral likelihood by the specialists (Study 1). In addition, the size of a non-monetary reward does not impact the referral likelihood (Study 2). The metaperception explains the effect of the reward type on the referral likelihood (Study 3).Theoretical Contributions: This research contributes to the literature on referral reward programs by addressing two still neglected aspects of them: type of reward and brand strength. The focus on the context of specialists is also a contribution, as previous research has only addressed clients as recommenders.Relevance and Originality: This paper is the first one to broading the referral reward programs scope from a focus on customers and companies to the examination of a more complex relationship among specialists, customers and companies, being one of the first to explore different levels of non-monetary incentives offered by these programs.Managerial Contributions: The results of this research help marketing managers to understand how specialists (i.e. architects and designers of interiors) react to referral reward programs, indicating that the most effective programs should include non-monetary rewards, because monetary rewards increase social costs of the referral for specialists. Furthermore, when the brand is considered strong by the specialists, no reward is necessary for referral intentions.Objetivo: Esta pesquisa examina o papel da recompensa (tipo e intensidade) e a força da marca na probabilidade de indicação de especialistas (ou seja, profissionais contratados pelos consumidores para projetar um projeto e/ou recomendar produtos e serviços) que são alvo de programas de recompensa por indicação. Além disso, também é explorado o papel da meta-percepção como mecanismo subjacente e seus efeitos na probabilidade de indicação.Método: Os autores realizaram três experimentos com especialistas que trabalham com empresas de móveis feitos sob medida.Conclusões: Para uma marca forte, nem o tipo nem a intensidade de uma recompensa por indicação são relevantes, pois o nível de probabilidade de indicação é naturalmente alto. Quando a marca é reconhecida como fraca, a recompensa não monetária (vs. monetária) minimiza os custos sociais de sua indicação e leva a uma maior probabilidade de indicação pelos especialistas (Estudo 1). Além disso, a intensidade de uma recompensa não monetária não afeta a probabilidade de indicação (Estudo 2). A meta-percepção explica o efeito do tipo de recompensa na probabilidade de indicação (Estudo 3).Contribuições Teóricas: Esta pesquisa contribui com a literatura sobre programas de recompensa ao abordar dois aspectos ainda negligenciados: o tipo de recompensa e a força da marca. O foco no contexto dos especialistas também é uma contribuição uma vez que pesquisas anteriores abordaram apenas os clientes como fontes de recomendação.Relevância e Originalidade: Esse artigo é o primeiro a ampliar o escopo dos programas de recompensa por indicação do foco em clientes e empresas para o exame de um relacionamento mais complexo entre especialistas, clientes e empresas, sendo um dos primeiros a explorar diferentes níveis de incentivos não monetários oferecidos por esses programas.Contribuições Gerenciais: Os resultados desta pesquisa ajudam os gerentes de marketing a entender como os especialistas (arquitetos e designers de interiores) reagem aos programas de recompensa, indicando que os programas mais eficazes devem incluir recompensas não monetárias pois as recompensas monetárias aumentam os custos sociais da indicação para especialistas. Além disso, quando a marca é considerada forte pelos especialistas, nenhuma recompensa é necessária para as intenções de recomendação.Universidade Nove de Julho - Uninove2023-01-04info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionPeer-reviewed ArticleAvaliado por Paresapplication/pdfhttps://periodicos.uninove.br/remark/article/view/1968410.5585/remark.v21i5.19684ReMark - Revista Brasileira de Marketing; v. 21 n. 5 (2022): (out.dez.); 1730-17862177-5184reponame:REMark - Revista Brasileira de Marketinginstname:Universidade Nove de Julho (UNINOVE)instacron:RBMenghttps://periodicos.uninove.br/remark/article/view/19684/9965Copyright (c) 2022 Revista Brasileira de Marketinghttps://creativecommons.org/licenses/by-nc-sa/4.0info:eu-repo/semantics/openAccessPizzutti, Cristianede Oliveira, Guilherme Possebon2023-02-15T15:25:16Zoai:ojs.periodicos.uninove.br:article/19684Revistahttps://periodicos.uninove.br/remarkPRIhttps://periodicos.uninove.br/remark/oaiclaudiaraac@uol.com.br || admin@revistabrasileiramarketing.org || admin@revistabrasileiramarketing.org2177-51842177-5184opendoar:2023-02-15T15:25:16REMark - Revista Brasileira de Marketing - Universidade Nove de Julho (UNINOVE)false |
dc.title.none.fl_str_mv |
Referral reward programs for specialists: the role of reward and brand strength on referral likelihood Programas de recompensa por indicação para especialistas: o papel da recompensa e da força da marca na probabilidade de recomendação |
title |
Referral reward programs for specialists: the role of reward and brand strength on referral likelihood |
spellingShingle |
Referral reward programs for specialists: the role of reward and brand strength on referral likelihood Pizzutti, Cristiane Referral program Word-of-mouth Reward Brand strength Specialists Programa de referência Boca-a-boca Recompensa Força da marca Especialistas |
title_short |
Referral reward programs for specialists: the role of reward and brand strength on referral likelihood |
title_full |
Referral reward programs for specialists: the role of reward and brand strength on referral likelihood |
title_fullStr |
Referral reward programs for specialists: the role of reward and brand strength on referral likelihood |
title_full_unstemmed |
Referral reward programs for specialists: the role of reward and brand strength on referral likelihood |
title_sort |
Referral reward programs for specialists: the role of reward and brand strength on referral likelihood |
author |
Pizzutti, Cristiane |
author_facet |
Pizzutti, Cristiane de Oliveira, Guilherme Possebon |
author_role |
author |
author2 |
de Oliveira, Guilherme Possebon |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Pizzutti, Cristiane de Oliveira, Guilherme Possebon |
dc.subject.por.fl_str_mv |
Referral program Word-of-mouth Reward Brand strength Specialists Programa de referência Boca-a-boca Recompensa Força da marca Especialistas |
topic |
Referral program Word-of-mouth Reward Brand strength Specialists Programa de referência Boca-a-boca Recompensa Força da marca Especialistas |
description |
Objective: This research examines the role of reward (type and size) and the brand strength on the referral likelihood of specialists (i.e., professionals hired by consumers to design a project and/or recommend products and services) who are target of referral reward programs (RRPs). The role of metaperception as underlying mechanism and their effects on referral likelihood is explored.Method: The authors conducted three experiments with specialists who work with custom made furniture firms.Findings: For a strong brand, neither the type nor the size of a referral reward is relevant, as the level of referral likelihood is naturally high. When the brand is recognised as weak, non-monetary reward (vs monetary) minimises the social costs of its referral and leads to higher referral likelihood by the specialists (Study 1). In addition, the size of a non-monetary reward does not impact the referral likelihood (Study 2). The metaperception explains the effect of the reward type on the referral likelihood (Study 3).Theoretical Contributions: This research contributes to the literature on referral reward programs by addressing two still neglected aspects of them: type of reward and brand strength. The focus on the context of specialists is also a contribution, as previous research has only addressed clients as recommenders.Relevance and Originality: This paper is the first one to broading the referral reward programs scope from a focus on customers and companies to the examination of a more complex relationship among specialists, customers and companies, being one of the first to explore different levels of non-monetary incentives offered by these programs.Managerial Contributions: The results of this research help marketing managers to understand how specialists (i.e. architects and designers of interiors) react to referral reward programs, indicating that the most effective programs should include non-monetary rewards, because monetary rewards increase social costs of the referral for specialists. Furthermore, when the brand is considered strong by the specialists, no reward is necessary for referral intentions. |
publishDate |
2023 |
dc.date.none.fl_str_mv |
2023-01-04 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Peer-reviewed Article Avaliado por Pares |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://periodicos.uninove.br/remark/article/view/19684 10.5585/remark.v21i5.19684 |
url |
https://periodicos.uninove.br/remark/article/view/19684 |
identifier_str_mv |
10.5585/remark.v21i5.19684 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
https://periodicos.uninove.br/remark/article/view/19684/9965 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2022 Revista Brasileira de Marketing https://creativecommons.org/licenses/by-nc-sa/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2022 Revista Brasileira de Marketing https://creativecommons.org/licenses/by-nc-sa/4.0 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Universidade Nove de Julho - Uninove |
publisher.none.fl_str_mv |
Universidade Nove de Julho - Uninove |
dc.source.none.fl_str_mv |
ReMark - Revista Brasileira de Marketing; v. 21 n. 5 (2022): (out.dez.); 1730-1786 2177-5184 reponame:REMark - Revista Brasileira de Marketing instname:Universidade Nove de Julho (UNINOVE) instacron:RBM |
instname_str |
Universidade Nove de Julho (UNINOVE) |
instacron_str |
RBM |
institution |
RBM |
reponame_str |
REMark - Revista Brasileira de Marketing |
collection |
REMark - Revista Brasileira de Marketing |
repository.name.fl_str_mv |
REMark - Revista Brasileira de Marketing - Universidade Nove de Julho (UNINOVE) |
repository.mail.fl_str_mv |
claudiaraac@uol.com.br || admin@revistabrasileiramarketing.org || admin@revistabrasileiramarketing.org |
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1799138639557427200 |