Torres, Edwin N.; Milman, Ady; Park, Soona - In: Journal of Hospitality and Tourism Insights 1 (2018) 1, pp. 65-85
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...