The Effect of Servicescape on Customer Engagement: The Mediating Role of Customer Experience.

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). [ABSTRACT FROM AUTHOR]

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