TY - JOUR
T1 - The impact of technology on the quality-value-loyalty chain
T2 - A research agenda
AU - Parasuraman, A.
AU - Grewal, Dhruv
N1 - 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.
PY - 2000
Y1 - 2000
N2 - 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.
AB - 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.
UR - http://www.scopus.com/inward/record.url?scp=23044517869&partnerID=8YFLogxK
U2 - 10.1177/0092070300281015
DO - 10.1177/0092070300281015
M3 - Article
AN - SCOPUS:23044517869
VL - 28
SP - 168
EP - 174
JO - Journal of the Academy of Marketing Science
JF - Journal of the Academy of Marketing Science
SN - 0092-0703
IS - 1
ER -