ABSTRACT
This study uses cognitive appraisal theory (CAT) to explain why some visitors may be delighted and others satisfied having had similar experiences, as well as the respective effects of these two outcomes on revisit intentions. A survey (n = 645) of visitors to a theme parks showed that tourists’ different evaluations of their experience on certain appraisal dimensions proposed by CAT, such as the degree of goal realization, goal relevance, and novelty, led to either delight or satisfaction. Tourists’ level of loyalty intentions also varied systematically with their particular emotional response. These findings provide practitioners with an understanding of how to design favorable experiences for their customers.
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Notes on contributors
Jianyu Ma
Jianyu Ma, [PhD], is a lecturer in the Department of Tourism Management, Shanghai Normal University, Shanghai, 200234, China (E-mail: [email protected]).
Noel Scott
Noel Scott, [PhD], is a Professor at the Griffith Institute for Tourism, Griffith University, Gold Coast, 4222 Australia (E-mail: [email protected]).
Jun Gao
Jun Gao, [PhD], is a Professor at the Shanghai Institute of Tourism, Shanghai Normal University, Shanghai, 200234, China (E-mail: [email protected]).
Peiyi Ding
Peiyi Ding, [PhD], is a research fellow in the Tourism Confucius Institute, Griffith University, Griffith University, Gold Coast, 4222, Australia (E-mail: [email protected]).