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Purpose Despite multiple studies of customer delight in various service industries, limited research exists in the hedonically driven theme park context. The purpose of this paper is to explore the key drivers of customer delight and outrage in theme parks by analyzing TripAdvisor’s comments from visitors to the top 20 North American theme parks. Design/methodology/approach Following the analysis of thousands of extremely positive and negative comments using MAXQDA qualitative software, keywords drivers of delight and outrage were identified. The researchers applied both thematic and root cause in order to ascertain the sources leading to both positive and negative consumer feedback. Findings Delighted guests relayed various aspects of their experience including positive affect experience, positive value perceptions, and limited wait times. Root causes that influenced customer delight included: excellent core product, quality food and beverage, servicescape, pricing decisions, and low visitor demand or sensible admissions policies. Outraged guests described various aspects of their experiences such as negative perceptions of value, long waits, poor customer service, and negative emotions. Root causes for customer outrage included low quality or deficient core products, poor quality of food and beverage, poor facility maintenance, aggressive pricing decisions, poor staff selection, training, and working conditions, and high customer demand on any given date or aggressive admissions policies. Originality/value The present research is unique in that it exposes the key themes of customer delight and outrage in the theme park setting, presents a conceptual model, and analyzes its root causes.

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The photocatalytic oxidation of urea on TiO in water was compared with that in urine. Despite the presence of other organic compounds in urine, the oxidation efficiency of urea on TiO in urine was higher than that in water. This enhanced oxidation of urea in urine is ascribed to the higher production of OH (primary oxidant for urea degradation) by the adsorption of PO (one constituent of urine) on the TiO surface. Among the various anions in urine, only PO was adsorbed on the surface of TiO. Both the production of OH and the oxidation of urea were enhanced in the presence of PO. These results indicate that the enhanced OH production by in situ surface phosphorylation is the reason for the increased oxidation of urea in urine. Surface platinization of TiO enhanced the oxidation of urea in water. However, the oxidation efficiency of urea on Pt/TiO in urine was lower than that in water. This behavior is due to the adsorption of PO and SO in urine on Pt deposits, which inhibits the adsorption of oxygen and the interfacial electron transfer to oxygen. The product distribution (i.e., the molar ratio of NO to NH) in water was different from that in urine because the negatively charged surface of TiO in urine attracts the positively charged area of carbamic acid (intermediate) and encourages its decomposition into NH and not into NO.

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