Nightmares in “the happiest place on earth”: dissatisfaction in theme parks during the post-COVID era

References

• Abbas, J., Mubeen, R., Iorember, P. T., Raza, S., & Mamirkulova, G. (2021). Exploring the impact of COVID-19 on tourism: Transformational potential and implications for a sustainable recovery of the travel and leisure industry. Current Research in Behavioral Sciences, 2(November), 100033. https://doi.org/10.1016/j.crbeha.2021.100033
   Google Scholar
• Adams, J. S. (1965). Inequity in social exchange. In L. Berkowitz (Ed.), Advances in experimental social psychology (Vol. 2, pp. 267–299). Academic Press. https://doi.org/10.1016/S0065-2601(08)60108-2
   Google Scholar
• Bae, S. Y., & Chang, P.-J. (2021). The effect of coronavirus disease-19 (COVID-19) risk perception on behavioural intention towards ‘untact’ tourism in South Korea during the first wave of the pandemic (March 2020). Current Issues in Tourism, 24(7), 1017–1035. https://doi.org/10.1080/13683500.2020.1798895
   Web of Science ®Google Scholar
• Benwell, B., & Stokoe, E. (2006). Discourse and identity. Edinburgh University Press.
   Google Scholar
• Bjørkelund, E., Burnett, T. H., & Nørv\a Ag, K. (2012). A study of opinion mining and visualization of hotel reviews. In Proceedings of the 14th International Conference on Information Integration and Web-based Applications & Services, Bali (pp. 229–238).
   Google Scholar
• Brochado, A., Rita, P., & Margarido, A. (2016). High tech meets high touch in upscale hotels. Journal of Hospitality and Tourism Technology, 7(4), 347–365. https://doi.org/10.1108/JHTT-07-2016-0038
   Web of Science ®Google Scholar
• Clavé, S. A. (2007). The global theme park industry. Cabi.
   Google Scholar
• Cornelis, P. (2022). Are European theme parks likely to suffer from long COVID? Journal of Themed Experience and Attractions Studies, 2(1), 4–8.
   Google Scholar
• Crotts, J. C., Mason, P. R., & Davis, B. (2009). Measuring guest satisfaction and competitive position in the hospitality and Tourism industry: An application of stance-shift analysis to travel blog narratives. Journal of Travel Research, 48(2), 139–151. https://doi.org/10.1177/0047287508328795
   Web of Science ®Google Scholar
• D’Acunto, D., Tuan, A., Dalli, D., Viglia, G., & Okumus, F. (2020). Do consumers care about CSR in their online reviews? An empirical analysis. International Journal of Hospitality Management, 85(February), 102342. https://doi.org/10.1016/j.ijhm.2019.102342
   Google Scholar
• Dunbar, D., & Mansouri, M. (2021). Themed Entertainment in the Age of Coronavirus. 2021 IEEE International Systems Conference (SysCon), 1–7. https://doi.org/10.1109/SysCon48628.2021.9447070
   Google Scholar
• Fernandes, T., & Fernandes, F. (2017). Social media and tourism: The case of E-Complaints on TripAdvisor (An Extended Abstract). In P. Rossi (Ed.), Marketing at the confluence between entertainment and analytics (pp. 825–829). Springer International Publishing. https://doi.org/10.1007/978-3-319-47331-4_163
   Google Scholar
• Festinger, L. (1957). A theory of cognitive dissonance (Vol. 2). Stanford university press.
   Google Scholar
• Fotiadis, A., Polyzos, S., & Huan, T.-C.-T.-C. (2021). The good, the bad and the ugly on COVID-19 tourism recovery. Annals of Tourism Research, 87(March), 103117. https://doi.org/10.1016/j.annals.2020.103117
   PubMedGoogle Scholar
• Geissler, G. L., & Rucks, C. T. (2011). The overall theme park experience: A visitor satisfaction tracking study. Journal of Vacation Marketing, 17(2), 127–138. https://doi.org/10.1177/1356766710392480
   Google Scholar
• Gursoy, D., Chi, C. G., & Chi, O. H. (2020). COVID-19 Study 2 Report: Restaurant and Hotel Industry: Restaurant and hotel customers’ sentiment analysis. Would they come back? If they would, WHEN. Hospitality and Tourism Management Academy. http://www.htmacademy.com/covid-19-research-for-hospitality-industry/
   Google Scholar
• Havard, C. T. (2021). Where the sidewalk ends: A call to action for investigating the impact of the COVID-19 pandemic on fans and consumers. Findings in Sport, Hospitality, Entertainment, and Event Management, 20–26.
   Google Scholar
• Havard, C., Baker, C., Wann, D., & Grieve, R. (2022). When the magic closes: Examining how Disney fans coped with theme park and resort closures amid the COVID-19 pandemic. Journal of Themed Experience and Attractions Studies, 2(1), 35–39.
   Google Scholar
• Heinemann, T., & Traverso, V. (2009). Complaining in interaction. Journal of Pragmatics, 41(12), 2381–2384. https://doi.org/10.1016/j.pragma.2008.10.006
   Web of Science ®Google Scholar
• Herjanto, H., Amin, M., Okumus, F., & Cobanoglu, C. (2022). Airline service: Low-cost-carriers (LCCs) failure and passenger emotional experience. Tourism Review, 77(3), 945–963. https://doi.org/10.1108/TR-01-2021-0025
   Web of Science ®Google Scholar
• Kainthola, S., Tiwari, P., & Chowdhary, N. R. (2021). Overtourism to zero tourism: Changing tourists’ perception of crowding post Covid-19. Journal of Spatial and Organizational Dynamics, 9(2), 115–137.
   Web of Science ®Google Scholar
• Kalamas, M., Laroche, M., & Cézard, A. (2002). A model of the antecedents of should and will service expectations. Journal of Retailing and Consumer Services, 9(6), 291–308. https://doi.org/10.1016/S0969-6989(02)00016-4
   Google Scholar
• Kokai, J., & Robson, T. (2022). Disney during COVID-19: The tourist and the actor’s nightmare. Journal of Themed Experience and Attractions Studies, 2(1), 17–20.
   Google Scholar
• Li, S. (2021). Using self-report and skin conductance measures to evaluate theme park experiences. Journal of Vacation Marketing, 27(2), 133–150. https://doi.org/10.1177/1356766720969738
   Web of Science ®Google Scholar
• Li, J., Xu, L., Tang, L., Wang, S., & Li, L. (2018). Big data in tourism research: A literature review. Tourism Management, 68(October), 301–323. https://doi.org/10.1016/j.tourman.2018.03.009
   Google Scholar
• Martin-Fuentes, E., & Mellinas, J. P. (2018). Hotels that most rely on Booking. Com–online travel agencies (OTAs) and hotel distribution channels. Tourism Review, 73(4), 465–479. https://doi.org/10.1108/TR-12-2017-0201
   Web of Science ®Google Scholar
• Maurer, C., & Schaich, S. (2011). Online customer reviews used as complaint management tool. In R. Law, M. Fuchs, & F. Ricci (Eds.), InformatiOn and communication technologies in tourism 2011 (pp. 499–511). Springer Vienna.
   Google Scholar
• Mellinas, J. P., & Reino, S. (2019). eWOM: The importance of reviews and ratings in tourism Marketing. In M. Camilleri (Ed.), Strategic Perspectives in Destination Marketing (pp. 143–173). IGI Global. https://www.igi-global.com/chapter/ewom/209523
   Google Scholar
• Middleton, V. T. (1989). Marketing implications for attractions. Tourism Management, 10(3), 229–232. https://doi.org/10.1016/0261-5177(89)90080-0
   Google Scholar
• Mittal, D., & Agrawal, S. R. Determining banking service attributes from online reviews: Text mining and sentiment analysis. (2022). International Journal of Bank Marketing, 40(3), 558–577. ahead-of-print(ahead-of-print). https://doi.org/10.1108/IJBM-08-2021-0380
   Web of Science ®Google Scholar
• Montfort, K. V., Masurel, E., & Rijn, I. V. (2000). Service satisfaction: An empirical analysis of consumer satisfaction in financial services. The Service Industries Journal, 20(3), 80–94. https://doi.org/10.1080/02642060000000033
   Web of Science ®Google Scholar
• Muchnick, J. (2017). Dalí, disney, and the dionysian: What’s wrong with the happiest place on earth? Journal of American Culture, 40(4), 355–364. https://doi.org/10.1111/jacc.12807
   Web of Science ®Google Scholar
• Nazneen, S., Hong, X., & Ud Din, N. (2020). COVID-19 crises and tourist travel risk perceptions. (SSRN Scholarly Paper ID 3592321). Social Science Research Network. https://doi.org/10.2139/ssrn.3592321
   Google Scholar
• Niu, Y., Park, H., & Kirilenko, A. (2019). Theme park visitor experience and satisfaction: A case of TripAdvisor reviews of three theme parks in Orlando. Travel and Tourism Research Association: Advancing Tourism Research Globally, 11.
   Google Scholar
• Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405
   Web of Science ®Google Scholar
• ParqueTematico.net. (2021). ParqueTematico.Net: Guías de Parques Temáticos. https://www.parquetematico.net/
   Google Scholar
• Peco-Torres, F., Polo-Peña, A. I., & Frías-Jamilena, D. M. (2021). The effect of COVID-19 on tourists’ intention to resume hotel consumption: The role of resilience. International Journal of Hospitality Management, 99(October), 103075. https://doi.org/10.1016/j.ijhm.2021.103075
   PubMedGoogle Scholar
• Pourfakhimi, S., Duncan, T., & Coetzee, W. J. L. (2020). Electronic word of mouth in tourism and hospitality consumer behaviour: State of the art. Tourism Review, 75(4), 637–661. https://doi.org/10.1108/TR-01-2019-0019
   Web of Science ®Google Scholar
• Ren, Q., Xu, F., & Ji, X. (2019). Use of the pathfinder network scaling to measure online customer reviews: A theme park study. Strategic Change, 28(5), 333–344. https://doi.org/10.1002/jsc.2288
   Google Scholar
• Riquelme, I. P., Román, S., Cuestas, P. J., & Iacobucci, D. (2019). The dark side of good reputation and loyalty in online retailing: When trust leads to retaliation through price unfairness. Journal of Interactive Marketing, 47(August), 35–52. https://doi.org/10.1016/j.intmar.2018.12.002
   Google Scholar
• Román, S., Riquelme, I. P., & Iacobucci, D. (2019). Perceived deception in online consumer reviews: Antecedents, consequences, and moderators. In Rindfleisch, A. & Malter, A. (Eds.), Marketing in a digital world (Vol. 16, pp. 141–166). Emerald Publishing Limited. https://doi.org/10.1108/S1548-643520190000016010
   Google Scholar
• Roy, D. (2021). The revival of the tourism industry from the Covid-19 pandemic disaster. International Journal of Tourism & Hospitality Reviews, 8(2), 1–7. https://doi.org/10.18510/ijthr.2021.821
   Google Scholar
• Sigala, M. (2020). Tourism and COVID-19: Impacts and implications for advancing and resetting industry and research. Journal of Business Research, 117(September), 312–321. https://doi.org/10.1016/j.jbusres.2020.06.015
   PubMedGoogle Scholar
• Sreejesh, S., & Anusree, M. R. (2016). The impacts of customers’ observed severity and agreement on hotel booking intentions: Moderating role of webcare and mediating role of trust in negative online reviews. Tourism Review, 71(2), 77–89. https://doi.org/10.1108/TR-08-2015-0037
   Web of Science ®Google Scholar
• TEA/AECOM. (2020). 2019 AECOM and TEA Theme Index and Museum Index Report. https://aecom.com/wp-content/uploads/2020/07/2019-Theme-Index-web-1.pdf
   Google Scholar
• Titov, I., & McDonald, R. (2008). A joint model of text and aspect ratings for sentiment summarization. In proceedings of ACL-08: HLT, Columbus, Ohio (pp. 308–316).
   Google Scholar
• Tiwari, D. (2016). Theme park guest reviews are vital information for business. Amusement Parks News. https://www.amusementparksnews.com/theme-park-guest-reviews-are-vital-information-for-business
   Google Scholar
• Torres, E. N., Milman, A., & Park, S. (2021). Customer delight and outrage in theme parks: A roller coaster of emotions. International Journal of Hospitality & Tourism Administration, 22(3), 338–360. https://doi.org/10.1080/15256480.2019.1641455
   Google Scholar
• Trischler, J., & Zehrer, A. (2012). Service design: Suggesting a qualitative multistep approach for analyzing and examining theme park experiences. Journal of Vacation Marketing, 18(1), 57–71. https://doi.org/10.1177/1356766711430944
   Google Scholar
• Tyrrell, B., & Woods, R. (2004). E-Complaint: Lessons to be learned from the service recovery literature. Journal of Travel & Tourism Marketing, 17(2–3), 183–190. https://doi.org/10.1300/J073v17n02_14
   Google Scholar
• Venkatesh, V., & Goyal, S. (2010). Expectation disconfirmation and technology adoption: Polynomial modeling and response surface analysis. MIS Quarterly, 34(2), 281–303. https://doi.org/10.2307/20721428
   Web of Science ®Google Scholar
• Wen, J., Kozak, M., Yang, S., & Liu, F. (2020). COVID-19: Potential effects on Chinese citizens’ lifestyle and travel. Tourism Review, 76(1), 74–87. https://doi.org/10.1108/TR-03-2020-0110
   Web of Science ®Google Scholar
• Wirtz, J. (1993). A critical review of models in consumer satisfaction. Asian Journal of Marketing, 2(1), 7–22.
   Google Scholar
• Wong, K. K., & Cheung, P. W. (1999). Strategic theming in theme park marketing. Journal of Vacation Marketing, 5(4), 319–332. https://doi.org/10.1177/135676679900500402
   Google Scholar
• Xia, L., Monroe, K. B., & Cox, J. L. (2004). The price is unfair! A conceptual framework of price fairness perceptions. Journal of Marketing, 68(4), 1–15. https://doi.org/10.1509/jmkg.68.4.1.42733
   Web of Science ®Google Scholar
• Yang, Z., & Fang, X. (2004). Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services. International Journal of Service Industry Management, 15(3), 302–326. https://doi.org/10.1108/09564230410540953
   Google Scholar
• Zhang, Y., Li, X.,s(ROBERT), Cárdenas, D. A., & Liu, Y. (2021). Calculating theme parks’ tourism demand and attractiveness energy: A reverse gravity model and particle swarm optimization. Journal of Travel Research, 61(2), 314–330. https://doi.org/10.1177/0047287520977705
   Web of Science ®Google Scholar