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.

摘要

本研究通过引入两个组合，即客户终身价值和客户影响力价值 [CLV/CIV]，作为传统重访意图的代理，将难忘体验 (MEM) 整合到客户参与 (CE) 中。借鉴 CE 理论和服务利润链框架，我们的 CLV 和 CIV 因果预测模型通过确定两个潜在的前因，即员工敬业度和服务创新，扩展了 MEM 文献。基于 596 名对酒店或航空公司进行评级的受访者，我们的调查结果表明 MEM 充当 EE/SI 和 CE 之间的完整中介。此外，SI 和 MEM 被认为是 CLV 最显着的驱动因素。