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040			_aMSU _cMSU _erda
100	1		_aHong, Soonkwan _eauthor
245	1	0	_aInvested loyalty:the impact of ubiquitous technology on the current loyalty paradigm and the potential revolution / _cSookwan Hong and Yong J. Wang
264			_aAbingdon: _bTaylor and Francis, _c2011-
336			_2rdacontent _atext _btxt
337			_2rdamedia _aunmediated _bn
338			_2rdacarrier _avolume _bnc
440			_aJournal of Strategic Marketing _vVolume 19, number 2 ,
520			_aRegarding communication and information technology advance as an impetus that may manipulate even human cognitive process, this study addresses the possibly diminishing hegemony of expectation confirmation process. With sophisticated interactive communication devices, providing virtual experiences, consumers no longer need to undergo the actual contacts with products and services to settle down in relationships because the experiences through ubiquitous technology are near reality. Once customers become able to invest their knowledge and values in the relationships with firms by means of ubiquitous technology that substantiates sensability, outsourceability, and coproduction facilitation, they will start building relational values, such as satisfaction, trust, and commitment. These relational values are expected to lead consumers to a new form of loyalty called invested loyalty. Consequently, plenty of managerial implications and research opportunities are identified. Firms utilizing ubiquitous technology need to ascertain the ease-of-use of the communication method and should be able to accommodate different types and levels of proposals from customers.
650	0	4	_aLoyalty _xCoproduction
650	0	4	_aUbiquitous technology _xSatisfaction
650	0	4	_aTrust commitment
700	1		_aWang, Yong J. _eauthor
856			_uhttps://doi.org/10.1080/0965254X.2011.557742
942			_2lcc _cJA
999			_c157086 _d157086