Responding to the need of studies covering the interplay between customer experience and emotions within specific facets of the tourism industry, this study proposed a model to assess vistor experience and its effect on their delight, satisfaction and loyalty in Malaysian theme parks. Based on convenience sampling, a sample of 292 visitors at two theme parks in Malaysia was selected. Data was subjected to partial least squares analysis based on structural equation modelling (PLS-SEM). Findings showed that all of the hypotheses were supported, indicating that physical setting, interaction with staff and interaction with other customers had a significant impact on both customer delight and satisfaction. Moreover, customer delight influenced customer satisfaction and customer loyalty. The results suggest that theme park managers need to pay attention to maintaining a good physical setting, managing their human resources well and managing the behaviour of other customers in order to ensure that their customers receive delightful experiences.

Make it delightful: Customers' experience, satisfaction and loyalty in Malaysian theme parks

This study aims to empirically test a model linking involvement, experience quality, satisfaction, and recommendation intention. The study also analyzes the mediating effect of experience quality and satisfaction on the relationship between involvement and recommendation intention in a cultural tourism destination context. Data were collected from tourists using a survey from a historical area of Istanbul, the Sultanahmet district. The results reveal that experience quality and satisfaction mediate the relationship between involvement and recommendation intention in the cultural tourism context. This study discusses the theoretical and management implications of these findings. The suggested strategies would diversify and boost the Istanbul tourism industry by targeting different tourist groups.

Cultural tourism in Istanbul: the mediation effect of tourist experience and satisfaction on the relationship between involvement and recommendation intention.

This study provides an assessment of methods used in existing tourism research to measure emotion and discusses the potential for use of psychophysiological methods such as electro-dermal analysis, facial muscle activity, heart rate response, eye-tracking system and vascular measures. Psychophysiological measurement techniques have been reported in the marketing, advertising and media literature; however, to the best knowledge of the authors, no studies are reported in the tourism literature. Instead, studies of emotion in the tourism literature invariably employ self-report questionnaire methods which capture only tourists' high-order emotions and are subject to a variety of forms of bias. Unconscious emotional responses that can provide unbiased portrayal of individuals' initial emotional reactions when exposed to a stimulus have been largely ignored. The paper concludes that studies combining both self-report and psychophysiological measures are needed and areas for future research are discussed.

/pdf/current-and-potential-methods-for-measuring-emotion-in-27t41qswll.pdf

Current and potential methods for measuring emotion in tourism experiences: a review

This study investigated the relationships between service experience, emotions, satisfaction, and price acceptance in Chinese resort hotels. A self-administered survey was used to collect the data from respondents. A total of 500 questionnaires were distributed to customers at resort hotels in three cities of China; 170 were returned representing a response rate of 34%. The results of this study show a significant relationship between service experience and emotions, jointly influencing customer satisfaction, which influences price acceptance of customers. These results indicate that management of resort hotels need to consider how the physical environment, interaction with employees, and other customers within resort hotels can be managed in order to satisfy the customers emotionally, which will lead them to accept premium prices charged by resort hotels. This study would enable resort hotels to have a better understanding of how a great experience and positive emotions influences customer satisfaction a...

An Integrated Model of Service Experience, Emotions, Satisfaction, and Price Acceptance: An Empirical Analysis in the Chinese Hospitality Industry

From recreation to responsibility: increasing environmentally responsible behavior in tourism.

Customer delight from theme park experiences. The Antecedents of Delight based on Cognitive Appraisal Theory

Eye-tracking techniques can determine where within an image a respondent is looking by measuring fixation time within an area of interest (AOI). This chapter details the results of four recent eye-tracking experiments conducted by the authors. The first presented participants with an image of a composite advertisement containing eight different day trip package and found a significant relationship between visual attention to a particular package (as measured by fixation time) and subsequent intention to purchase. The second study demonstrates that visual attention to an image can be manipulated through the use of textual information. The third experiment analyses the effectiveness of two versions of a tourism print advertising which confirms that advertisements with less text attracts more attention. The fourth experiment investigates the effectiveness of a promotion on a hotel website which did not attract the attention of participants. Together these studies confirm the efficacy of eye-tracking for tourism marketing effectiveness studies.

Measurement of Visual Attention to Advertising Using Eye-Tracking Techniques

In the post-COVID19 era, live-streaming e-commerce has developed rapidly and has a positive effect in promoting consumption in China. This paper uses the questionnaire survey method to explore the influence of the appearance attraction of beauty anchors on consumers’ purchase intention. Consumer’s degree of trust is also analyzed as an intermediary variable. The results found appearance attraction of beauty anchors has a significant impact on consumers ’purchase intention, and the degree of consumer trust plays an intermediary role between appearance attraction of beauty and consumers’ purchase intention. The results suggest that beauty brands should select anchors with higher physical attractiveness, which can improve consumer’s purchase intention. In addition to high-quality photos, makeup or smiling, or taking photos from the best angle, may help to enhance the attractiveness. It is helpful to attract the attention of scholars and to help live streaming e-commerce’s development.

The physical attractiveness of beauty anchors on consumers’ purchase intention

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Customer delight from theme park experiences. The Antecedents of Delight based on Cognitive Appraisal Theory

Measurement of Visual Attention to Advertising Using Eye-Tracking Techniques

The physical attractiveness of beauty anchors on consumers’ purchase intention