%0 Journal Article %1 A.Parasuraman01012000 %A Parasuraman, A. %A Grewal, Dhruv %D 2000 %J Journal of the Academy of Marketing Science %K co-production value_chain virtual_economy %N 1 %P 168-174 %R 10.1177/0092070300281015 %T The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda %U http://jam.sagepub.com/cgi/content/abstract/28/1/168 %V 28 %X 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.

@article{A.Parasuraman01012000, 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. }, added-at = {2008-03-13T16:08:35.000+0100}, author = {Parasuraman, A. and Grewal, Dhruv}, biburl = {https://www.bibsonomy.org/bibtex/24d436522d99709f14fa8a92853f78ef1/taspel}, description = {The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda -- Parasuraman and Grewal 28 (1): 168 -- Journal of the Academy of Marketing Science}, doi = {10.1177/0092070300281015}, eprint = {http://jam.sagepub.com/cgi/reprint/28/1/168.pdf}, interhash = {cb5f72abba562ade069e5b7e3ce9c2e3}, intrahash = {4d436522d99709f14fa8a92853f78ef1}, journal = {Journal of the Academy of Marketing Science}, keywords = {co-production value_chain virtual_economy}, number = 1, pages = {168-174}, timestamp = {2008-03-13T16:08:35.000+0100}, title = {{The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda}}, url = {http://jam.sagepub.com/cgi/content/abstract/28/1/168}, volume = 28, year = 2000 }