Journal of the Academy of Marketing Science

, 28:168

The impact of technology on the quality-value-loyalty chain: A research agenda


  • A. Parasuraman
    • University of Miami
  • Dhruv Grewal
    • University of Miami

DOI: 10.1177/0092070300281015

Cite this article as:
Parasuraman, A. & Grewal, D. J. of the Acad. Mark. Sci. (2000) 28: 168. doi:10.1177/0092070300281015


In this article, the authors first propose a simple model summarizing the key drivers of customer loyalty. Then, on the basis of this model and drawing on key insights from the preceding articles in this issue, they outline a set of issues for further research related to the quality-value-loyalty chain. Next, the authors develop a conceptual framework that integrates the quality-value-loyalty chain with the “pyramid model,” which emphasizes the increasing importance of technology-customer, technology-employee, and technology-company linkages in serving customers. Using this integrated framework as a spring-board, they identify a number of avenues for additional inquiry pertaining to the three types of linkages.

Download to read the full article text

Copyright information

© Academy of Marketing Science 2000