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

  • A. Parasuraman
  • Dhruv Grewal

Abstract

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.

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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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