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

Research output: Contribution to journalArticle

793 Citations (Scopus)

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.

Original languageEnglish (US)
Pages (from-to)168-174
Number of pages7
JournalJournal of the Academy of Marketing Science
Volume28
Issue number1
StatePublished - Dec 2000

Fingerprint

Loyalty
Research agenda
Linkage
Employees
Integrated
Customer loyalty
Conceptual framework

ASJC Scopus subject areas

  • Business and International Management
  • Economics and Econometrics
  • Marketing

Cite this

The impact of technology on the quality-value-loyalty chain : A research agenda. / Parasuraman, Ananthanarayanan; Grewal, Dhruv.

In: Journal of the Academy of Marketing Science, Vol. 28, No. 1, 12.2000, p. 168-174.

Research output: Contribution to journalArticle

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