Microsoft Word 2007 ichrie conference Proceedings Final-Final 06-06-07. doc


The Quality-Value-Loyalty Chain Model (Parasuraman & Grewal, 2000)



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CONSUMERS ENVIRONMENTAL CONCERN IN THE L

The Quality-Value-Loyalty Chain Model (Parasuraman & Grewal, 2000) 
While Parasuraman and Grewal (2000) proposed three linkages (i.e. company-technology, employees-
technology, and customers-technology) to explain the impact of technology on interactions between a company and 
its employees, and its customers, this study examined the linkage between technology and customers. Although 
CRM enables the company to obtain customer intelligence and employees to provide tailored services, this study 
investigated customer perceptions of service quality and the values that are customized by CRM.
The quality-value-chain model partitions service quality into five categories: reliability, responsiveness, 
assurance, empathy and tangibles. Customers use them as criteria in judging service quality. Parasuraman and 
Grewal (2000) define each dimension as follows: 1) reliability is the ability to perform the promised service 



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