Impact of incomplete planned experiences on tourist satisfaction
A case of Tokyo Disneyland
Bibliographic Data
| ID | 12461805 |
|---|---|
| Authors | Hiroaki Kawada (College of Business Management, J. F. Oberlin University, Tokyo, Japan), Taketo Naoi (Professional College of Arts and Tourism, corresponding author) |
| Year | 2022 |
| Volume | 27 |
| Issue | 7 |
| Pages | 744-762 |
| Publication date | 2022-07-03 |
| Open Access | No |
| Type | ARTICLE |
| Venue | Asia Pacific Journal of Tourism Research (JOURNAL) |
| Journal identifiers | ISSN: 1094-1665 • E-ISSN: 1741-6507 |
| Publisher | Routledge (PUBLISHER • GB) |
| DOI | 10.1080/10941665.2022.2119422 |
| OpenAlex | W4312796921 |
| Language | EN |
| References cited | 40 |
This study aims to explore the background factors that affect the relationship between IPE, which are tourism experiences caused by unexpected circumstances, and the evaluation of tourism experiences from the perspective of the customer journey. Qualitative research using customer journey mapping was conducted to analyze factors that influence the relationship between IPE and tourist satisfaction. The results suggest that the factors of “assumption of behavior on the day of visit,” “assumption of satisfaction on the day of visit,” and “assumption of the timing of the next visit” with respect to the pre-visit stage and “actions to implement the plan” and “actions to change plans” with respect to behavior on the day of visit may be background factors that lead to satisfaction with IPE. This study exploratively analyzes and clarifies the impact and background of tourists’ IPE on their evaluation of tourism experiences, which has not been previously examined
Advertising · Affect (linguistics · Business · Consumer satisfaction · Customer satisfaction · Geography · Perspective (graphical · Tourism · Computer Science · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Diverse Aspects of Tourism Research · Psychology · Marketing
Basics of qualitative research
Handbook of qualitative research
A Theory of Cognitive Dissonance
The Nature of Independent Travel
A Dynamic Process Model of Service Quality
Understanding Customer Experience Throughout the Customer Journey
A National Customer Satisfaction Barometer
Sample size in qualitative research
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Value creation and knowledge development in tourism experience encounters
Knowledge transfer and management in tourism organisations
The theme park experience
Testing theory of planned versus realized tourism behavior
Insights into the repeat vacation phenomenon
Tourism destination marketing alliances
Tourist satisfaction a cognitive-affective model
A Case-Based Approach to Understanding Vacation Planning
An Investigation of the Relationships between Beliefs about an Object and the Attitude toward that Object
Marketing the competitive destination of the future
Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework
| Highly cited | No |
|---|