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

  • A. Parasuraman
  • Dhruv Grewal


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.


Service Quality Customer Loyalty Service Encounter American Market Association Preceding Article 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Academy of Marketing Science 2000

Authors and Affiliations

  • A. Parasuraman
    • 1
  • Dhruv Grewal
    • 1
  1. 1.University of MiamiMiamiUSA

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