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

This study integrates memorable experience (MEM)into customer engagement (CE) by introducing two composites, namely, lifetime value and influence [CLV/CIV], as proxies for traditional revisit intention. Drawing upon CE theory the service–profit chain framework, our causal-predictive model of CLV CIV extends MEM literature identifying potential antecedents, employee service innovation. Based on 596 respondents who rated ahotel or airline, findings indicate that functions afull mediator between EE/SI CE. Moreover, SI are identified most salient driver CLV.