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

Noppadol Manosuthi, Jin Soo Lee, Heesup Han

Research output: Journal article publicationJournal articleAcademic researchpeer-review

1 Citation (Scopus)

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.

Original languageEnglish
Pages (from-to)461-477
Number of pages17
JournalJournal of Travel and Tourism Marketing
Volume38
Issue number5
DOIs
Publication statusPublished - 2021

Keywords

  • confirmatory composite analysis (CCA)
  • customer engagement (CE)
  • hotels and airlines
  • importance-performance map analysis (IPMA)
  • memorable experience (MEM)
  • Perceived employee engagement (EE)
  • perceived service innovation (SI)

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Marketing

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