Customer delight and outrage in theme parks: A roller coaster of emotions

Torres, Edwin N.; Milman, Ady; Park, Soona

doi:10.1080/15256480.2019.1641455

Cited by 18 publications

(21 citation statements)

References 52 publications

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“…First, Orlando is the most visited destination in the US with 75 million annual visitors in 2018 (Visit Orlando, 2019). Second, Orlando's most popular theme parks (Walt Disney World, Universal Orlando, Sea World) provide high levels of emotional experiences and can be considered as the best places to studying tourist emotions (Torres et al, 2019). The majority of visitors come to Orlando to experience theme parks and attractions, as well as sport, cultural and business events.…”

Section: Study Contextmentioning

confidence: 99%

The influence of post-visit emotions on destination loyalty

Godovykh

Tasci

2020

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Purpose The influence of different factors including emotional states on loyalty has been previously discussed in the literature. However, the influence of post-visit emotions evoked by emotional stimuli on tourist loyalty lacks empirical attention. The purpose of this study is to investigate the effects of post-visit emotional stimuli on destination loyalty. Design/methodology/approach The study applied an online scenario-based experimental design to identify the impact of positive and negative affective pictorial stimuli on destination loyalty. A sample of 500 adult US residents who visited Orlando within the past 12 months was recruited to take part in the experiment. One-way ANOVA was used to compare the loyalty of three groups, two of which were manipulated with emotional stimuli, positive pictures and negative pictures and one control group with no pictures. Findings Results show that it is possible to influence visitor loyalty after visitation. Post-visit exposure to positive emotional stimuli generates higher levels of destination loyalty, while negative emotional stimuli generate lower levels of destination loyalty, in comparison with no stimuli scenario. Originality/value The study adds to the literature by providing support for the influence of post-visit emotional stimuli on destination loyalty, which lacked empirical attention, thus, far. As visitor experience lasts much longer than the visit itself, the study results are significant for increasing destination loyalty after the trip.

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Section: Study Contextmentioning

confidence: 99%

The influence of post-visit emotions on destination loyalty

Godovykh

Tasci

2020

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“…Individual and situational factors have been found to influence word of mouth behaviour (Lau and Ng, 2001). Emotional responses to hedonic consumption can be different from responses to utilitarian consumption (Torres et al , 2021). Further research on the topic can be conducted in different consumption contexts.…”

Section: Discussionmentioning

confidence: 99%

Behavioural consequences of verbally expressed and unexpressed customer rage emotions

Awasthi

Kumar

2022

JCM

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Purpose The purpose of this study is to distinguish those emotions which customers express verbally during a failed remote service encounter from those which they do not. The study further attempts to investigate the post-consumption customer behaviour of verbally expressed and unexpressed negative customer emotions. Design/methodology/approach The authors used a survey-based research design. The hypotheses were tested through the “partial least squared structural equation modelling” method. Findings This study shows that in a failed remote service encounter, customers verbally express retaliatory rage emotions, such as anger and rage. At the same time, they are able to suppress rancorous rage emotions, such as disgust and contempt and do not express them verbally. The authors demonstrate that after emotions are verbally expressed during a failed remote service encounter, they are followed by the post-consumption behaviours of negative word of mouth and revenge; when emotions are not expressed verbally during a failed service encounter, they are followed up by exit behaviour. Research limitations/implications The effects of variables, such as switching costs and individual and situational factors, can be investigated in the model. Future studies can also explore the role of organizational interventions, such as explanation and apology, on negative customer emotions during failed remote service encounters. Their moderating impact on customer behaviour during and after the encounters can be investigated. Practical implications This study has much practical relevance in the post-COVID-19 world, where remote service delivery is becoming the new normal in many sectors. In remote service delivery situations, verbally unexpressed negative emotions can remain undetected; however, they have negative consequences for firms. This study underscores the need to train frontline employees to notice these unexpressed emotions so that service recoveries can be initiated. Originality/value This paper contributes to the area of dysfunctional customer behaviour and service recovery. The existing literature has not explored whether some negative emotions are expressed during a failed service encounter and then acted upon later, and some emotions are not expressed but acted upon later. This study addresses the problem of firms getting caught unawares when they find customers resorting to undesirable post-consumption behaviour without demonstrating any verbal expressions during the preceding failed service encounters.

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“…Fourth, a vast number of authors have studied the emotional aspect of customer experience within the leisure literature (e.g. Ali et al, 2018; Bigné et al, 2005; Torres et al, 2021); however, using emotions for segmentation is complex due to its multi-dimensional nature. We propose to deeply explore the prototypes’ profiles content in terms of emotions (i.e.…”

Section: Discussionmentioning

confidence: 99%

“…To the best of our knowledge, these prototypes have only been conceptually investigated and extended in the study of Fournier and Mick (1999), and only one prototype has received further attention: satisfaction-as-delight (Ali et al, 2018; Kim et al, 2015; Ma et al, 2013, 2017; Torres et al, 2021). Our proposal is to use them as criteria for segmentation.…”

Section: Proposed Segmentation Criteria: Satisfaction Prototypesmentioning

confidence: 99%

New insights on satisfaction prototypes for segmentation: Focus on customer experience

Duque

Riera-Prunera

2021

Journal of Vacation Marketing

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This paper tests a conceptual segmentation using a criterion outlined by Oliver based on the satisfaction prototypes customers may follow. The empirical study was conducted with a sample of theme park visitors grouped into four satisfaction prototypes/segments. Results show the presence of important differences by groups in terms of both the effects of perceived value dimensions on satisfaction and the level of satisfaction by segment, supporting the proposed approach. The findings are valuable for a better identification of key drivers of segments’ satisfaction, which will be helpful to redesign service experiences to better fit the varying preferences of modern consumers.

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Customer delight and outrage in theme parks: A roller coaster of emotions

Cited by 18 publications

References 52 publications

The influence of post-visit emotions on destination loyalty

The influence of post-visit emotions on destination loyalty

Behavioural consequences of verbally expressed and unexpressed customer rage emotions

New insights on satisfaction prototypes for segmentation: Focus on customer experience

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