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| Author: | Parasuraman, A. Grewal, D. |
| Title: | The Impact of Technology on the Quality-Value-Loyalty Chain A Research Agenda |
| Journal: | Journal of the Academy of Marketing Science
2000 : VOL. 28:1, p. 168-174 |
| Index terms: | TECHNOLOGY QUALITY LOYALTY |
| Language: | eng |
| 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 springboard, they identify a number of avenues for additional inquiry pertaining to the three types of linkages. |
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