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

By A. Parasuraman, Dhruv Grewal. 2000

2,010 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/8275f344a5e6864762a77970ed017aa0c7f748a7

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In Marketing

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Citations in the corpus

Measuring the Quality of E-Banking Portals (2005, neutral): “Severalauthors (Meuter et al. , 2000; Parasuraman and Grewal, 2000; Santos, 2003; van Riel et al. , 2001) propose to discard quality scales that are based on speciﬁc service encounter characteristics and instead suggest using general categorizations of services as a framework for developing new…”
Assessing the effects of consumers' product evaluations and trust on repurchase intention in e-commerce environments (2018, background): “…decision (i.e., the quality-value-purchase chain) have been widely conceptualized and tested in the marketing literature, especially in traditional business situations (e.g., Dodds and Monroe, 1985; Dodds et al., 1991; Monroe and Krishnan, 1985; Parasuraman and Grewel, 2000; Zeithaml, 1988).”
The Influence of a Hotel Firm's Quality of Service and Image and its Effect on Tourism Customer Loyalty (2011, background): “By offering distinctive perceived value, a firm can gain a competitive advantage that often proves difficult for the competition to emulate—thus enhancing customer loyalty (Parasuraman & Grewal, 2000).”
Customer value and customer loyalty: Is competition a missing link? (2015, background): “…been empirically found to be an antecedent of loyalty (e.g., Parasuraman and Grewal, 2000), a powerful predictor of purchase intention and willingness-to-buy (e.g., Zeithaml, 1988), motivation for patronage (e.g., Holbrook, 1994), and repeat purchase behavior (e.g., Parasuraman and Grewal, 2000).”
Destination Image, Novelty, Hedonics, Perceived Value, and Revisiting Behavioral Intention for Island Tourism (2013, methodology): “Recent studies have suggested that perceived value may be a better predictor of repurchase intentions (Cronin, Brady, & Hult, 2000; Oh, 2000; Parasuraman & Grewal, 2000), behavioral intentions, and tourism satisfaction (Chen & Chen, 2010).”
An assessment of value creation in mobile service delivery and the moderating role of time consciousness (2007, background): “In traditional service literature (e.g., Bolton and Drew 1991; Chang and Wildt 1994) and for technology-mediated service delivery (Parasuraman and Grewal 2000), perceived value constitutes one of the most important determinants of behavioral intentions.”
Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective (2021, background): “Other studies have documented that customers are both sensitive and demanding in terms of the quality of service delivery due to the benefits offered by technology (Gong & Yi, 2018; Parasuraman & Grewal, 2000).”
Augmenting the eye of the beholder: exploring the strategic potential of augmented reality to enhance online service experiences (2017, result): “In line with previous research (Parasuraman and Grewal 2000), we also sought to provide evidence that customer value perceptions affect post-consumption behavioral intentions.”