Understanding what drives customers to write delighted or outraged reviews on platforms such as TripAdvisor following their visits to theme parks would be highly valuable information for park developers and managers. Researchers Dr. Edwin Torres and Dr. Ady Milman from Rosen College of Hospitality Management use data extracted from the review platform to dissect tourism experience, delight and outrage in the previously overlooked theme park sector.
Torres, E., Milman A., Park, S. (2018). Delighted or outraged? Uncovering key drivers of exceedingly positive and negative theme park guest experiences. Journal of Hospitality and Tourism Insights, 1 (1), 65-85. https://doi.org/10.1108/JHTI-10-2017-0011.
Torres, Edwin and Milman, Ady
"Tourist's Delight: How Theme Parks Can Improve Tourism Experience,"
Rosen Research Review: Vol. 1:
2, Article 11.
Available at: https://stars.library.ucf.edu/rosen-research-review/vol1/iss2/11