Delighted or Satisfied? Positive Emotional Responses Derived from Theme Park Experiences
JOURNAL OF TRAVEL & TOURISM MARKETING(2017)
摘要
This study uses cognitive appraisal theory (CAT) to explain why some visitors may be delighted and others satisfied having had similar experiences, as well as the respective effects of these two outcomes on revisit intentions. A survey (n = 645) of visitors to a theme parks showed that tourists' different evaluations of their experience on certain appraisal dimensions proposed by CAT, such as the degree of goal realization, goal relevance, and novelty, led to either delight or satisfaction. Tourists' level of loyalty intentions also varied systematically with their particular emotional response. These findings provide practitioners with an understanding of how to design favorable experiences for their customers.
更多查看译文
关键词
Customer delight,customer satisfaction,cognitive appraisal theory,loyalty intentions,emotions,hedonic consumption experience
AI 理解论文
溯源树
样例
生成溯源树,研究论文发展脉络