<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2182-8458</journal-id>
<journal-title><![CDATA[Tourism & Management Studies]]></journal-title>
<abbrev-journal-title><![CDATA[TMStudies]]></abbrev-journal-title>
<issn>2182-8458</issn>
<publisher>
<publisher-name><![CDATA[Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2182-84582021000300037</article-id>
<article-id pub-id-type="doi">10.18089/tms.2021.170303</article-id>
<title-group>
<article-title xml:lang="en"><![CDATA[The impact of customer involvement in airline loyalty programs: a multi-group analysis]]></article-title>
<article-title xml:lang="pt"><![CDATA[O impacto do envolvimento do consumidor em programas de fidelidade de companhias aéreas: Uma Análise de Multigrupo]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Limberger]]></surname>
<given-names><![CDATA[Pablo Flôres]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Pereira]]></surname>
<given-names><![CDATA[Lucimari Acosta]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Pereira]]></surname>
<given-names><![CDATA[Tércio]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,University of Vale do Itajaí  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Brazil</country>
</aff>
<pub-date pub-type="pub">
<day>30</day>
<month>09</month>
<year>2021</year>
</pub-date>
<pub-date pub-type="epub">
<day>30</day>
<month>09</month>
<year>2021</year>
</pub-date>
<volume>17</volume>
<numero>3</numero>
<fpage>37</fpage>
<lpage>49</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://scielo.pt/scielo.php?script=sci_arttext&amp;pid=S2182-84582021000300037&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.pt/scielo.php?script=sci_abstract&amp;pid=S2182-84582021000300037&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.pt/scielo.php?script=sci_pdf&amp;pid=S2182-84582021000300037&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract Loyalty programs (LPs) have been considered a key determining factor for the performance of many companies. Although the benefits, satisfaction, perceived functional value (PFV), and loyalty (BSPfvL) have been widely explored, few studies have attempted to compare the results of this model in different groups of consumers. This study aims to analyze the relationships for varying levels of user involvement in airline loyalty programs. The population of this study was individual members of airway loyalty programs in Brazil. We obtained 429 answered questionnaires. We used multi-group analysis (MGA) using Partial least squares structural equation modeling (PLS-SEM). The results of this study indicate the mediation effect of satisfaction and perceived value and moderation of consumer involvement. A difference was identified between the two groups regarding hedonic benefits, satisfaction, and loyalty. This research has successfully contributed to the airline industry regarding the importance of loyalty benefits. Additionally, it highlights the importance of establishing consumers&#8217; involvement in company loyalty programs. Finally, this study provides practical and theoretical contributions and guides future research efforts.]]></p></abstract>
<abstract abstract-type="short" xml:lang="pt"><p><![CDATA[Resumo Os programas de fidelidade (PFs) têm sido considerados um fator determinante para o desempenho de muitas empresas. Embora os benefícios, satisfação, valor funcional percebido (VFP) e lealdade tenham sido amplamente explorados, poucos estudos tentaram comparar os resultados desse modelo em diferentes grupos de consumidores. Este estudo tem como objetivo analisar as relações entre os diversos níveis de envolvimento do usuário em programas de fidelidade de companhias aéreas. A população deste estudo foram membros de programas de fidelidade das companhias aéreas no Brasil. Obtivemos 429 questionários respondidos. Utilizamos análise multi-grupo (MGA) usando modelagem de equações estruturais de mínimos quadrados parciais (PLS-SEM). Os resultados deste estudo indicam o efeito de mediação da satisfação e valor percebido e moderação do envolvimento do consumidor. Uma diferença foi identificada entre os dois grupos em relação aos benefícios hedônicos, satisfação e lealdade. Esta pesquisa contribuiu para o setor de aviação civil no que diz respeito à importância dos benefícios de fidelidade. Além disso, destaca a importância de estabelecer o envolvimento dos consumidores nos programas de fidelidade da empresa. Finalmente, este estudo fornece contribuições práticas e teóricas e orienta os esforços de pesquisa futuros.]]></p></abstract>
<kwd-group>
<kwd lng="en"><![CDATA[Loyalty programs]]></kwd>
<kwd lng="en"><![CDATA[benefits]]></kwd>
<kwd lng="en"><![CDATA[loyalty]]></kwd>
<kwd lng="en"><![CDATA[perceived functional value]]></kwd>
<kwd lng="en"><![CDATA[involvement]]></kwd>
<kwd lng="pt"><![CDATA[Programas de fidelidade]]></kwd>
<kwd lng="pt"><![CDATA[benefícios]]></kwd>
<kwd lng="pt"><![CDATA[lealdade]]></kwd>
<kwd lng="pt"><![CDATA[valor funcional percebido]]></kwd>
<kwd lng="pt"><![CDATA[envolvimento]]></kwd>
</kwd-group>
</article-meta>
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