کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
7419670 | 1482564 | 2018 | 11 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
Make it delightful: Customers' experience, satisfaction and loyalty in Malaysian theme parks
ترجمه فارسی عنوان
آن را لذت بخش: تجربه مشتری، رضایت و وفاداری در پارک های مالزی
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کلمات کلیدی
تنظیم فیزیکی، اثر متقابل، کارکنان، سایر مشتریان، لذت، پارک های تمیز،
موضوعات مرتبط
علوم انسانی و اجتماعی
مدیریت، کسب و کار و حسابداری
کسب و کار، مدیریت و حسابداری (عمومی)
چکیده انگلیسی
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.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Journal of Destination Marketing & Management - Volume 7, March 2018, Pages 1-11
Journal: Journal of Destination Marketing & Management - Volume 7, March 2018, Pages 1-11
نویسندگان
Faizan Ali, Woo Gon Kim, Jun Li, Hyeon-Mo Jeon,