Tourism and Travel Commons^™

Customer Experience In Tourism: A Review Of Definitions, Components, And Measurements, Maksim Godovykh, Asli D. A. Tasci

Faculty Scholarship and Creative Works

Considered as a more competitive advantage than price, product, or quality, the concept of experience has received increasing attention in different disciplines. However, the pathway for handling experience has not been clearly set forth due to divergent conceptualizations and insufficient measures of customer experience. This study critically analyzes empirical and conceptual literature on experience, provides a holistic definition of experience, proposes an experience model with four main components (emotional, cognitive, sensorial, and conative), and suggests using a combination of several measures to capture the totality of tourism experience at pre-visit, onsite, and post-visit stages. These suggestions provide important implications for …

Delighted Or Outraged? Uncovering Key Drivers Of Exceedingly Positive And Negative Theme Park Guest Experience, Edwin Torres, Ady Milman, Soona Park

Faculty Scholarship and Creative Works

Purpose

Despite multiple studies of customer delight in various service industries, limited research exists in the hedonically driven theme park context. The purpose of this paper is to explore the key drivers of customer delight and outrage in theme parks by analyzing TripAdvisor’s comments from visitors to the top 20 North American theme parks.

Design/methodology/approach

Following the analysis of thousands of extremely positive and negative comments using MAXQDA qualitative software, keywords drivers of delight and outrage were identified. The researchers applied both thematic and root cause in order to ascertain the sources leading to both positive and negative consumer feedback. …

Let's 'Meetup' At The Theme Park, Edwin Torres, Marissa Orlowski

Faculty Scholarship and Creative Works

Many people enjoy theme park and other leisure experiences with their families; however, today a great number of single, geographically mobile individuals desire to partake in such experiences. ‘Meetup’ is the world’s largest social network of local groups and thus allows for both online and off-line (in person) interactions. Using an ethnographic approach, this study examines how individuals can enjoy activities centered on common activities, interests, and opinions (AIO) via immersion in a Meetup group over the course of a year. Notably, members visited with greater frequency, had less tolerance for long lines, and were more likely to attend special …

The Dick Pope Sr. Institute For Tourism Studies, Marketing Flyer, Robertico R. Croes

Dick Pope Sr. Institute Publications

This pamphlet describes mission and services of the Dick Pope Sr. Institute for Tourism Studies.

Maintaining Relevance In A Changing World, Robertico R. Croes, Manuel A. Rivera, Seung Hyan Lee, Valeriya Shapoval, Nancy Kageyama, Milos Bujisic, Anil Bilgihan, Eric D. Olson

Dick Pope Sr. Institute Publications

Bok Tower Gardens (BTG) is located in Lake Wales, between Tampa and Orlando, and offers the Singing Tower, the gardens, the Pine Ridge Trail and the Pinewood Estate along with a visitor center and a café. BTG stretches nearly 50 acres of Olmsted Gardens and is built on Iron Mountain, one of the highest points in Peninsular Florida. The Gardens is listed as a National Historic Landmark on the National Register of Historic Places. BTG recorded 149,888 visits in 2011, slightly more than its 2002‐2010 average of 133,045. Increasing total visitation is an important goal for BTG. At the request …

Marketing Orlando As A Tourism Destination: Collaboration And Competitiveness, Youcheng Wang

Dick Pope Sr. Institute Publications

No abstract provided.

The Image Of Central Florida As A Vacation Destination, Dick Pope Sr. Institute For Tourism Studies

Dick Pope Sr. Institute Publications

No abstract provided.

Visitors To Wet N' Wild And Typhoon Lagoon: Focus Groups Of Central Florida Residents, Ady Milman

Dick Pope Sr. Institute Publications

The purpose of the focus group sessions was to identify major areas of concern among Central Florida residents who visited Wet N' Wild and Typhoon Lagoon. In particular, the discussions focused on visitors' experience, similarities and differences between the two parks, perception of value for money, perceived market appeal, retrn visits, advertising, and accessibility to the parks.

Wet N' Wild Mtv Summer Break Nights Impact Study, Ady Milman

Dick Pope Sr. Institute Publications

1. The majority of the respondents decided to come to the MTV Summer Break Nights event on the day of their visit or a day prior to their visit. 2. The majority of the respondents entered the park after 5 P.M. mainly because of the reduced admission price and time convenience. Almost a quarter entered after 5 P.M. because of the MTV event. 3. The respondents heard about the MTV Summer Break Nights event from other people, radio and TV. MTV was the major channel where information was gathered, as well as a local radio station (BJ 105). 4. The …

Wet N' Wild Marketing Study, Dick Pope Sr. Institute For Tourism Studies

Dick Pope Sr. Institute Publications

The primary objective of this proposed study is to analyze the existing and potential market of the Wet N' Wild. This will be achieved through the study of visitors and non-visitors perception of the park, and the identification of the socio demographic and travel characteristics of those who visited We N' Wild versus those who did not. In addition, the study will be to analyze the various features of the park and identify the visitors' opinions and satisfaction with each feature. Finally, the impact of media advertising on Wet N' Wild attendance will also be explored. The study will investigate …

The U.S. Travel Market To Spain, Dick Pope Sr. Institute For Tourism Studies

Dick Pope Sr. Institute Publications

The main objective of this research proposal is to provide a database for the Spanish National Tourist Office about the current potential U.S. resident market of the Spanish Tourist Product. The study will explore the attitudes, perceptions and preferences of potential U.S. residents who have high propensity to travel to foreign destinations, in particular to Spain. In addition the study will identify specific segments of the market (in particular geographic and demographic) to which promotional campaigns should be addressed.

Orlando's New Tourism Promotion Slogan: Concept Testing, Dick Pope Sr. Institute For Tourism Studies

Dick Pope Sr. Institute Publications

The main objective of this research proposal is to provide an in-depth analysis of potential new tourism promotion slogans for Orlando. The study will explore the attitudes, perceptions and preferences of Central Florida's tourists with regard to a few proposed slogans (by an advertising agency) OR a few sogans that will be generated by the tourists themselves. A few selected slogans will be tested quantitatively through personal interviews of tourists.

Dick Pope, Sr. Institute For Tourism Studies: Research, Education, Public Awareness, Dick Pope Sr. Institute For Tourism Studies

Dick Pope Sr. Institute Publications

No abstract provided.