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 language | English |
|---|---|
| Pages (from-to) | 168-174 |
| Number of pages | 7 |
| Journal | Journal of the Academy of Marketing Science |
| Volume | 28 |
| Issue number | 1 |
| DOIs | |
| Publication status | Published - 2000 |
Bibliographical note
Funding Information:The authors contributed equally to this article. Dhruv Grewal would like to acknowledge the support of a University of Miami School of Business summer research grant.
Funding
The authors contributed equally to this article. Dhruv Grewal would like to acknowledge the support of a University of Miami School of Business summer research grant.
ASJC Scopus subject areas
- Business and International Management
- Economics and Econometrics
- Marketing