Delighted or Satisfied? Positive Emotional Responses Derived from Theme Park Experiences
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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.
Journal of Travel & Tourism Marketing
© 2017 Taylor & Francis (Routledge). This is an Accepted Manuscript of an article published by Taylor & Francis in Journal of Travel & Tourism Marketing on 22 Jan 2016 available online: http://www.tandfonline.com/doi/full/10.1080/10548408.2015.1125824
Marketing not elsewhere classified
Tourism not elsewhere classified