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

In this article, the authors first propose a simple model summarizing the k ey drivers of customer loyalty. Then, on the basis of this model and drawin g 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 ch ain. Next, the authors develop a conceptual framework that integrates the q uality-value-loyalty chain with the "pyramid model," which emphasizes the i ncreasing importance of technology-customer technology-employee, and techno logy-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.