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

@article{Parasuraman2000TheIO,
  title={The impact of technology on the quality-value-loyalty chain: A research agenda},
  author={A. Parasuraman and Dhruv Grewal},
  journal={Journal of the Academy of Marketing Science},
  year={2000},
  volume={28},
  pages={168-174}
}
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… 
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