The effect of customer experiential value on customer engagement

The concept of value associated with products and services has gained a dimension that is mostly associated with experiences. The fact that businesses provide their customers with superior experiences at all touch points shapes their customers' perception of value and enable them to engage positively with the business. In terms of businesses, engaging with customers brings many advantages. The aim of this thesis is to determine the sub-dimensions of the customer experiential value and to examine the effect of the dimensions of the experiential value, altruism and self-efficacy on customer engagement behaviours (WOM, content generation and suggestion/feedback). As a result of the explanatory factor analysis made on the survey responses applied on 1080 people, the sub-dimensions of the experiential value were gathered under three dimensions as functional value, reality value and economic value. Structural equation model was made afterwards. As a result of confirmatory factor analysis and path analysis, it has been determined that functional value, reality value, economic value which are the sub-dimensions of experiential value, altruism and self-efficacy are related with the word of mouth marketing (WOM), suggestion/feedback and content generation which are customer engagement dimensions. Keywords: Experiential value, customer engagement, word of mouth marketing (WOM), suggestion/feedback, content generation, altruism, self-efficacy, structural equation model, AMOS