Customer frustration in loyalty programs

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COVID-19: fear appeal favoring purchase behavior towards personal protective equipment (2020, background): “It is known that the decision to accept a fear appeal recommendation is a function of seeming utility of the threat, the possibility that the risk will occur, and the probability that the threat will not happen or can be avoided if the recommended changes are made (Stauss et al., 2005).”
Loyalty Programmes: Current Knowledge and Research Directions* (2012, background): “Other LP issues include enrolment and participation requirements (Kivetz and Simonson 2003; Noble and Phillips 2004; Stauss et al. 2005; Wendlandt and Schrader 2007).”
Developing an Effective Customer Loyalty Program (2006, background): “Type 3 and Type 4 loyalty program providers need to be aware of possible consumer frustration in loyalty programs that can result from qualification barriers, offering rewards seen as worthless by consumers, time and place barriers in redeeming awards, and mental costs in redemption.(43)”
Negative emotions and their effect on customer complaint behaviour (2011, background): “Several studies have linked negative emotions to customer behaviour, although the majority of studies within service research have utilised a limited number of negative emotions such as frustration ( Stauss et al. , 2005”