Customer delight and outrage in theme parks: A roller coaster of emotions
Author:
Affiliation:
1. Rosen College of Hospitality Management, University of Central Florida, Orlando, FL, USA
Publisher
Informa UK Limited
Subject
Tourism, Leisure and Hospitality Management
Link
https://www.tandfonline.com/doi/pdf/10.1080/15256480.2019.1641455
Reference70 articles.
1. Managing Capacity and Flow at Theme Parks
2. Make it delightful: Customers' experience, satisfaction and loyalty in Malaysian theme parks
3. Consumer anger: a label in search of meaning
4. Customer delight in a retail context: investigating delightful and terrible shopping experiences
5. Multiple paths to customer delight: the impact of effort, expertise and tangibles on joy and surprise
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