Banca de DEFESA: FABÍOLA FERNANDES SILVA

Uma banca de DEFESA de DOUTORADO foi cadastrada pelo programa.
STUDENT : FABÍOLA FERNANDES SILVA
DATE: 17/12/2020
TIME: 14:00
LOCAL: Google Meet: https://meet.google.com/zch-ffwb-syh
TITLE:

ANTECEDENTS OF CUSTOMER EXPERIENCE IN THEME PARKS: A PERSPECTIVE BASED ON ONLINE TRAVEL REVIEWS


KEY WORDS:

Customer Experience. Tourism and Hospitality. Online Travel Reviews. TripAdvisor. Theme Parks.


PAGES: 187
BIG AREA: Ciências Sociais Aplicadas
AREA: Turismo
SUMMARY:
In a context where the experience and the relationship that customers have with a brand are as important as the service or product that the company offers, this study aims to analyze the relationships between the factors that can influence the customer experience in the context of theme parks, based on online travel reviews (OTRs). To this aim, the investigation was descriptive and exploratory, with a mixed qualitative and quantitative approach. The research was applied in three stages: the first, which investigated the antecedents that influences the visitor experience of a theme park by generating its own model, occurred between the months of November 2019 to June 2020 with the use of a sample of 2,023 individual assessments of Magic Kingdom, Beto Carrero World, Efteling and Universal Studios Japan. The second, which tested the model from the first stage in Brazil, occurred between the months of July and August 2020 with a sample of 300 individuals who visited the Beto Carrero World park and, finally, the third, which carried out with the data obtained in the previous step, a network assessment of the relationship between the antecedents of the customer experience in theme parks. The research was carried out using user generated content (CGU) within the cyberspace TripAdvisor.com, with the research method being applied to Content Analysis and Discourse Analysis, after which the data obtained was processed using the software NVivo 12 Pro for the test of frequency of words and Ucinet 6 for Windows version 6.714 [32-Bit] together with the software NetDraw 2.172 for the analysis the correlation in networks The main results of the research demonstrated that factors that compose the environment, the interactions and individual perceptions significantly interfere with the theme park customer experience. Through the network evaluation of the relationship between the antecedents of the customer experience in theme parks, it was found that the network density is high and with the centrality calculation it was possible to verify that the variables attractions – rides and shows- and structure of the park are at the center of the evaluation, closely linked to obtaining fun and building satisfaction. The variables climate, interaction with the employee, queue, price, paid attractions and drinking fountains had a significant negative impact on the perception of the visitor's experience. It was concluded that the visitation in theme parks is related much more to the value of the experience (Affective Component) than to the previous information (Cognitive Component). In addition, theme parks, as well as other entertainment sector ventures, must be resilient, creative and responsive to the needs of their consumers. Finally, the reflections arising from the theoretical and empirical implications of this study can assist efforts to recover the theme park market in the pandemic and post-pandemic scenario of COVID-19, by understanding the factors that will shape the future of the sector.


BANKING MEMBERS:
Presidente - 2568265 - LEILIANNE MICHELLE TRINDADE DA SILVA BARRETO
Interno - 2001718 - LUIZ AUGUSTO MACHADO MENDES FILHO
Externo à Instituição - PABLO FLÔRES LIMBERGER - UVI
Externo à Instituição - MARCELO CHIARELLI MILITO - SENAC
Externo à Instituição - MARCIO MARREIRO DAS CHAGAS - IFRN
Notícia cadastrada em: 09/12/2020 12:29
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