Theme parks are places of great excitement, anticipated joy, intense emotions and lasting memories. UCF Rosen College of Hospitality Management researchers Dr. Edwin N. Torres, Dr. Wei Wei, Dr. Nan Hua and a collaborator report on the service aspects of theme parks that impact positively or negatively on customers’ emotions. Customers’ first impressions of the theme park, their experiences of the rides, and dining and retail offerings were all found to impact on the positive and negative emotions and memories that customers formed of their theme park experience.

Original Article

Torres, E. N., Wei, W., Hua, N. & Chen, P. (2019). Customer emotions minute by minute: How guests experience different emotions within the same service environment. International Journal of Hospitality Management, 77, pp 128–138. https://doi.org/10.1016/j.ijhm.2018.06.021