The Impact of Technology on the Quality-Value-Loyalty Chain : A Research Agenda

@inproceedings{Parasuraman2000TheIO,
  title={The Impact of Technology on the Quality-Value-Loyalty Chain : A Research Agenda},
  author={A. Parasuraman and Dhruv Grewal},
  year={2000}
}
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-valueloyalty 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… CONTINUE READING

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