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Atmospheric experiences that emotionally touch customers: A case study from a winter park
Department of Tourism, Lillehammer University College, Lillehammer, Norway.
Department of Tourism, Lillehammer University College, Lillehammer, Norway.
Halmstad University, School of Business, Engineering and Science, Centre for Innovation, Entrepreneurship and Learning Research (CIEL), Centre for International Marketing and Entrepreneurship Research (CIMER). Oslo school management, Oslo, Norway & Deakin University, Australia.
Oslo School of Management, Oslo, Norway.
2009 (English)In: Managing Service Quality, ISSN 0960-4529, Vol. 19, no 6, 721-746 p.Article in journal (Refereed) Published
Abstract [en]

Purpose

– This study aims to focus on what types of atmospheric experiences emotionally touch visitors at a winter park. The objective is to describe and explain the relationship between: three atmospheric constructs (ambience, interaction, and design); the construct of joy; and the construct of customer loyalty.

Design/methodology/approach

– The research data are based on a study of customers visiting a Norwegian winter park, in which 162 visitors participated in the survey. Confirmatory factor analysis and structural equation modeling were used to test the measurements and structural properties between atmospheric experiences, joy, and loyalty to winter parks.

Findings

– The findings reveal that two out of the three constructs of atmospheric experiences are linked to customers' feelings of joy, namely, design and interaction. The atmospheric construct of design had the strongest impact on customers' emotions. Furthermore, the study finds that customers' feelings of joy are highly related to the construct of customer loyalty.

Research limitations/implications

– The study limits its focus to one type of hedonic service, namely customers visiting a winter park. Although the results from the study offer implications for other winter parks, there is a need for further research in other hedonic services to verify their validity, reliability, and generality.

Practical implications

– The study emphasizes how important it is that managers of hedonic services consider the significance of the atmospheric construct of design in such a way that it contributes positively to customers' experiences of the service setting. In particular, managers should focus on design in relation to customers' experiences in order to evoke feelings of joy.

Originality/value

– The study establishes the need to manage customers' atmospheric experiences in winter parks. It also links atmospheric constructs to customers' emotions. © Emerald Group Publishing Limited.

Place, publisher, year, edition, pages
Bingley: Emerald Group Publishing Limited, 2009. Vol. 19, no 6, 721-746 p.
Keyword [en]
Customers, Perception, Theme parks, Norway
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hh:diva-26980DOI: 10.1108/09604520911005099ISI: 000279318000006Scopus ID: 2-s2.0-72049131113OAI: oai:DiVA.org:hh-26980DiVA: diva2:760583
Available from: 2014-11-04 Created: 2014-11-04 Last updated: 2015-02-23Bibliographically approved

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CiteExportLink to record
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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
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  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
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  • asciidoc
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