ABSTRACT

The purpose of this paper is to investigate the mediating role of customer experience in the relationship between Servicescape and the customer engagement value in the hospitality industry. A total of 700 loyal customers of five-star hotels in Northwest of Iran were selected for the study after completing a questionnaire. The research hypotheses were tested using structural equation modeling and the AMOS 24 software. Results revealed that substance and Communicative Staging had a positive effect on customer experience. Also, the customer experience effect on all three dimensions of customer engagement value (lifetime value, influence value and customer knowledge value).

摘要

本文的目的是调查客户体验在服务景观与酒店业客户参与价值之间的关系中的中介作用。在完成问卷调查后，共选择了伊朗西北部五星级酒店的 700 名忠实客户进行研究。使用结构方程模型和 AMOS 24 软件对研究假设进行了测试。结果显示，实质和交流阶段对客户体验有积极影响。此外，客户体验对客户参与价值的所有三个维度（终身价值、影响价值和客户知识价值）都有影响。