Causal-predictive model of customer lifetime/influence value : mediating roles of memorable experiences and customer engagement in hotels and airlines

Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/91938

Title:	Causal-predictive model of customer lifetime/influence value : mediating roles of memorable experiences and customer engagement in hotels and airlines
Authors:	Manosuthi, N Lee, JS Han, H
Issue Date:	2021
Source:	Journal of travel & tourism marketing, 2021, v. 38, no. 5, p. 461-477
Abstract:	This study integrates memorable experience (MEM)into customer engagement (CE) by introducing two composites, namely, customer lifetime value and customer influence value [CLV/CIV], as proxies for traditional revisit intention. Drawing upon CE theory and the service–profit chain framework, our causal-predictive model of CLV and CIV extends the MEM literature by identifying two potential antecedents, namely, employee engagement and service innovation. Based on 596 respondents who rated ahotel or airline, our findings indicate that MEM functions as afull mediator between EE/SI and CE. Moreover, SI and MEM are identified as the most salient driver of CLV.
Keywords:	Perceived employee engagement (EE) Perceived service innovation (SI) Memorable experience (MEM) Customer engagement (CE) Confirmatory composite analysis (CCA) Importance-performance map analysis (IPMA) Hotels and airlines
Publisher:	Routledge, Taylor & Francis Group
Journal:	Journal of travel & tourism marketing
ISSN:	1054-8408
EISSN:	1540-7306
DOI:	10.1080/10548408.2021.1940422
Appears in Collections:	Journal/Magazine Article

Status	embargoed access
Embargo End Date	2023-01-15

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