|
Sign In to gain access to subscriptions and/or personal tools.
|
The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda
A. Parasuraman
Dhruv Grewal
University of Miami
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.
Journal of the Academy of Marketing Science, Vol. 28, No. 1,
168-174 (2000)
DOI: 10.1177/0092070300281015
 CiteULike  Complore  Connotea  Del.icio.us  Digg  Reddit  Technorati  Twitter What's this?
This article has been cited by other articles:
|
|
|
|
 
J. W. Peltier, J. A. Schibrowsky, and Yushan Zhao
Understanding the Antecedents to the Adoption of CRM Technology by Small Retailers: Entrepreneurs vs Owner-managers
International Small Business Journal,
June 1, 2009;
27(3):
307 - 336.
[Abstract]
[PDF]
|
|
|
|
|
|
|
M.-H. Cho and S. Jang
Information Value Structure for Vacation Travel
Journal of Travel Research,
August 1, 2008;
47(1):
72 - 83.
[Abstract]
[PDF]
|
|
|
|
|
|
|
B. B. Holloway and S. E. Beatty
Satisfiers and Dissatisfiers in the Online Environment: A Critical Incident Assessment
Journal of Service Research,
May 1, 2008;
10(4):
347 - 364.
[Abstract]
[PDF]
|
|
|
|
|
|
|
L. Patricio, R. P. Fisk, and J. Falcao e Cunha
Designing Multi-Interface Service Experiences: The Service Experience Blueprint
Journal of Service Research,
May 1, 2008;
10(4):
318 - 334.
[Abstract]
[PDF]
|
|
|
|
|
|
|
R. Sanchez-Fernandez and M. A. Iniesta-Bonillo
The concept of perceived value: a systematic review of the research
Marketing Theory,
December 1, 2007;
7(4):
427 - 451.
[Abstract]
[PDF]
|
|
|
|
|
|
|
So Yon Lee, J. F. Petrick, and J. Crompton
The Roles of Quality and Intermediary Constructs in Determining Festival Attendees' Behavioral Intention
Journal of Travel Research,
May 1, 2007;
45(4):
402 - 412.
[Abstract]
[PDF]
|
|
|
|
|
|
|
J. F. Petrick
First Timers' and Repeaters' Perceived Value
Journal of Travel Research,
August 1, 2004;
43(1):
29 - 38.
[Abstract]
[PDF]
|
|
|
|
|
|
|
J. F. Petrick
The Roles of Quality, Value, and Satisfaction in Predicting Cruise Passengers' Behavioral Intentions
Journal of Travel Research,
May 1, 2004;
42(4):
397 - 407.
[Abstract]
[PDF]
|
|
|
|
|
|
|
H. Z. Al-Sabbahy, Y. Ekinci, and M. Riley
An Investigation of Perceived Value Dimensions: Implications for Hospitality Research
Journal of Travel Research,
February 1, 2004;
42(3):
226 - 234.
[Abstract]
[PDF]
|
|
|
|
|
|
|
I. Maignan and O. C. Ferrell
Corporate Social Responsibility and Marketing: An Integrative Framework
Journal of the Academy of Marketing Science,
January 1, 2004;
32(1):
3 - 19.
[Abstract]
[PDF]
|
|
|
|
|
|
|
L. C. Harris and K. L. Reynolds
The Consequences of Dysfunctional Customer Behavior
Journal of Service Research,
November 1, 2003;
6(2):
144 - 161.
[Abstract]
[PDF]
|
|
|
|
|
|
|
M. M. Montoya-Weiss, G. B. Voss, and D. Grewal
Determinants of Online Channel Use and Overall Satisfaction with a Relational, Multichannel Service Provider
Journal of the Academy of Marketing Science,
October 1, 2003;
31(4):
448 - 458.
[Abstract]
[PDF]
|
|
|
|
|
|
|
B. B. Holloway and S. E. Beatty
Service Failure in Online Retailing: A Recovery Opportunity
Journal of Service Research,
August 1, 2003;
6(1):
92 - 105.
[Abstract]
[PDF]
|
|
|
|
|
|
|
J. A. Parnell and S. Carraher
The Management Education by Internet Readiness (Mebir) Scale: Developing a Scale to Assess Personal Readiness for Internet-Mediated Management Education
Journal of Management Education,
August 1, 2003;
27(4):
431 - 446.
[Abstract]
[PDF]
|
|
|
|
|
|
|
H. Hansen, K. Sandvik, and F. Selnes
Direct and Indirect Effects of Commitment to a Service Employee on the Intention to Stay
Journal of Service Research,
May 1, 2003;
5(4):
356 - 368.
[Abstract]
[PDF]
|
|
|
|
|
|
|
J. F. Petrick and S. J. Backman
An Examination of the Construct of Perceived Value for the Prediction of Golf Travelers' Intentions to Revisit
Journal of Travel Research,
August 1, 2002;
41(1):
38 - 45.
[Abstract]
[PDF]
|
|
|
|
|
|
|
L. C. Harris and E. Ogbonna
Exploring Service Sabotage: The Antecedents, Types and Consequences of Frontline, Deviant, Antiservice Behaviors
Journal of Service Research,
February 1, 2002;
4(3):
163 - 183.
[Abstract]
[PDF]
|
|
|
|
|
|
|
F. Selnes and H. Hansen
The Potential Hazard of Self-Service in Developing Customer Loyalty
Journal of Service Research,
November 1, 2001;
4(2):
79 - 90.
[Abstract]
[PDF]
|
|
|
|
|
|
|
C. R. Scott
Establishing and Maintaining Customer Loyalty and Employee Identification in the New Economy: A Communicative Response
Management Communication Quarterly,
May 1, 2001;
14(4):
629 - 636.
[PDF]
|
|
|
|
|
