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

A. Parasuraman, Dhruv Grewal

Research output: Contribution to journalArticlepeer-review

1122 Citations (SciVal)


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
Pages (from-to)168-174
Number of pages7
JournalJournal of the Academy of Marketing Science
Issue number1
Publication statusPublished - 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.

ASJC Scopus subject areas

  • Business and International Management
  • Economics and Econometrics
  • Marketing


Dive into the research topics of 'The impact of technology on the quality-value-loyalty chain: A research agenda'. Together they form a unique fingerprint.

Cite this