El mundo de Walter Disney

La experiencia de consumo de los millenials en los parques temáticos

Autores/as

DOI:

https://doi.org/10.7784/rbtur.v17.2746

Palabras clave:

Experiencia de consumo, Cocreación, Disposición tecnológica, Encanto, Disposición a pagar, Generación del milênio

Resumen

Esta investigación pretende analizar la influencia del optimismo sobre la preparación tecnológica y las experiencias de co-creación en las experiencias de consumo de la generación millennial en los parques temáticos de Disney, así como su relación con el deleite del cliente. Se llevó a cabo una investigación cuantitativa. La muestra obtuvo 530 encuestados y se utilizó el Modelo de Ecuaciones Estructurales para el análisis de los datos. Los resultados indican que las experiencias de consumo de los millenial están vinculadas a factores no evidenciados anteriormente por otras generaciones, como las experiencias de co-creación y el optimismo por la preparación tecnológica, lo que aumenta el grado de estas experiencias y puede conducir al deleite del consumidor.

Descargas

Los datos de descargas todavía no están disponibles.

Biografía del autor/a

Rennan Carvalho dos Santos, Universidade Federal de Pernambuco, Recife, PE, Brasil.

Ph.D. student in Management from the Postgraduate Program in Management (PROPAD) at the Federal University of Pernambuco (UFPE). Master in Hospitality and Tourism at the Graduate Program in Hospitality and Tourism (PPHTur) at the Federal University of Pernambuco (UFPE). Bachelor in Tourism from UFPE at the Federal University of Pernambuco. Contribuições: Concepção da pesquisa; Revisão da literatura; Coleta de dados; Análise de dados; Discussão dos Resultados

Marconi Freitas da Costa, Universidade Federal de Pernambuco, Recife, PE, Brasil.

Professor at the Federal University of Pernambuco (UFPE). PhD in Management from the University of São Paulo (Brazil). Coordinator of the Graduate Program in Management, Innovation, and Consumption (PPGIC) and Permanent Professor of the Graduate Program in Management (PROPAD) at the Federal University of Pernambuco. Fulbright fellow for the doctoral internship (July-2014 / May-2015) at Questrom School of Business, Boston University (USA). SemeAd PQ Jr. Productivity Scholarship (2022-2023). Coordinator of the Consumer Behavior Research Group (GPCC) registered in the CNPq Directory. Editor-in-Chief of Consumer Behavior Review (CBR). He is a founding member of SCORAI – Sustainable Consumption Research, Action, and Initiative in Brazil. Contribuições: Concepção da pesquisa; Análise de dados; Discussão dos Resultados.

Citas

Ali, F. et al. (2016). Make it delightful: Customers’ experience, satisfaction and loyalty in Malaysian theme parks. Journal of Destination Marketing and Management, 7, p. 1-11. https://doi.org/10.1016/j.jdmm.2016.05.003

Almeida, S. O., & Nique, W. M. (2007). Encantamento do cliente: proposição de uma escala para mensuração do constructo. Revista de Administração Contemporânea, 11(4), p. 109-130. https://doi.org/10.1590/s1415-65552007000400006

Bernardi, M. (2018). Millennials, sharing economy and tourism: the case of Seoul. Journal of Tourism Futures, 4(1), p. 43–56. https://doi.org/10.1108/jtf-12-2017-0055

Bigne, J. E., Andreua, L., & Gnothb, J. (2004). The theme park experience: An analysis of pleasure, arousal and satisfaction. Tourism Management.

Brockus, S. (2009). Where Magic Lives: Disney‘s Cultivation, Co-Creation, and Control of America‘s Cultural Ob-jects. The International Journal of Media and Culture, pp. 191–211. https://doi.org/10.1207/s15405710pc0204_1

Buhalis, D. (2003). ETOURISM: Information technology for strategic tourism management. UK: Prentice Hall.

Buhalis, D., & Foerste, M. (2015). SoCoMo marketing for travel and tourism: Empowering co-creation of val-ue. Journal of Destination Marketing & Management, p. 1-11. https://doi.org/10.1016/j.jdmm.2015.04.001

Buhalis, D., & Law, R. (2008). Progress in information technology and tourism management: 20 years on and 10 years after the internet. The state of etourism research. Tourism Management, p. 609-623. https://doi.org/10.1016/j.tourman.2008.01.005

Cabiddu, F. et al. (2013). Managing value co-creation in the tourism. Annals of Tourism Research. https://doi.org/10.1016/j.annals.2013.01.001

Carvalho, P., & Alves, H. (2022). Customer value co-creation in the hospitality and tourism industry: a systematic literature review. International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/ijchm-12-2021-1528

Chandler, C.H. (1989). Quality: beyond customer satisfaction. Quality Progress, 22(2), p. 30–32.

Clavé–S. A. (2007). The Global Theme Park Industry. Tarragona, Spain: Virgili.

Chen, S., Zhang, M., Han, J., Zuo, Y., & Wang, Z. (n.d.). Visitors’ Experience on VR/AR Facilities in Theme Parks: Based on Technology Acceptance Model. Journal of Tourism, p. 39–52.

Chin, W. W. (1998). Issues and opinion on structural equation modeling. MIS Quarterly, 22(1), p. 7-16.

Cooper, D. R., & Schindler, P. S. (2008). International Edition: Business Research Methods. New Delhi: Ma-cGraw-Hill.

Creswell, J. W. (2010). Projeto de pesquisa métodos qualitativo, quantitativo e misto. 3 ed. Porto Alegre: Artmed. https://doi.org/10.26512/les.v13i1.11610

Crotts, J. C., & Magnini, V. P. (2011). The customer delight construct: Is Surprise Essential? Annals of Tourism Research, 38(2), p. 719-722. https://doi.org/10.1016/j.annals.2010.03.004

Davidson, R. (2008). What does Generation Y want from conferences and incentive programmes? Tourism In-sights.

Dekker, D. (2022). Delight. Encyclopedia of Tourism Management and Marketing. https://doi.org/10.4337/9781800377486.delight

Ellis, G. D., & Rossman, J. R. (2008). Creating Value for Participants through Experience Staging : Parks, Recreation, and Tourism in the Experience Industry. Journal of Park and Recreation Administration, 26(4), p. 1-20.

Femenia-Serraa, F., Neuhofer, B., & IVars-Baidal, J. A. (2019). Towards a conceptualization of smart tourists and their role within the smart destination scenario. The Service Industries Journal. https://doi.org/10.1080/02642069.2018.1508458

Fields, B. (2008). Marketing to Generation Y: what you can’t afford not to know. Idea Marketers.

Global Attractions Attendance Report. (n.d.). https://aecom.com/wp-content/uploads/documents/reports/AECOM-Theme-Index-2021.pdf

Goolaup, S., & Nunkoo, R. (2021). Reconceptualizing Tourists’ Extraordinary Experiences. Journal of Travel Re-search. https://doi.org/10.1177/00472875211064632

Guttentag, D. A. (2010). Virtual reality: Applications and implications for tourism. Tourism Management, 31(5), p. 637-651. https://doi.org/10.1016/j.tourman.2009.07.003

Hair, J. F. (2009). Análise multivariada de dados. 6 ed. Porto Alegre: Bookman.

Ji, M. et al. (2018). A multilevel investigation of china’s regional economic conditions on co-creation of dining experience and outcomes. International Journal of Contemporary Hospitality Management, 30(4), p. 2132-2152. https://doi.org/10.1108/ijchm-08-2016-0474

Jin, N., Line, N. D., & Merkebu, J. (2016). The effects of image and price fairness: A consideration of delight and loyalty in the waterpark industry. International Journal of Contemporary Hospitality Management, 28(9), p. 1895-1914. https://doi.org/10.1108/ijchm-03-2015-0094

Kao, C. Y., Tsaur, S. H., & Wu, T. C. (2016). Organizational culture on customer delight in the hospitality industry. International Journal of Hospitality Management, 56, p. 98-108. https://doi.org/10.1016/j.ijhm.2016.05.001

Keating, L. (2000). The in crowd: Retail rushes to keep pace with Generation Y. Retail Traffic.

Kirova, V., & Vo Thanh, T. (2018). Smartphone use during the leisure theme park visit experience: The role of contextual factors. Information and Management, 56(5), p. 742-753. https://doi.org/10.1016/j.im.2018.11.008

Kline, R. B. (2011). Principles and practice of structural equation modeling. 3 ed. New York-NY: The Guilford Press.

Leask, A., Fyall, A., & Barron, P. (2014). Generation Y: An agenda for future visitor attraction research. Interna-tional Journal of Tourism Research, 16(5), p. 462–471. https://doi.org/10.1002/jtr.1940

Leclercq, T., Hammedi, W., & Poncin, I. (2016). Ten years of value co-creation: An integrative review. Recherche et Applications en Marketing, 31(3), p. 26-60. https://doi.org/10.1177/2051570716650172

Lee, B. Y., & Park, S. Y. (2019). The role of customer delight and customer equity for loyalty in upscale ho-tels. Journal of Hospitality and Tourism Management, 39, p. 175–184. https://doi.org/10.1016/j.jhtm.2019.04.003

Leeuw, E. D., Hox, J. J., & Dillman, D. A. (2008). Mixed-mode surveys: when and why. International Handbook of Survey Methodology, p. 299-316. https://doi.org/10.4324/9780203843123.ch16

Long, T., & Suomi, R. (2022). Determinants and Effects of User Delight with Theme Park Apps. In Proceedings of the 55th Hawaii International Conference on System Sciences. https://doi.org/10.24251/hicss.2022.570

Lu, J., Wang, L., & Hayes, L. A. (2012). How Do Technology Readiness, Platform Functionality and Trust Influence C2C User Satisfaction? Journal of Electronic Commerce Research, [s. l.].

Luo, J. et al. (2019). Co-creation and co-destruction of service quality through customer-to-customer interactions: Why prior experience matters. International Journal of Contemporary Hospitality Management, 31(3), p. 1309-1329. https://doi.org/10.1108/ijchm-12-2017-0792

Luo, J. et al. (2018). Millennial Chinese consumers’ perceived destination brand value. Journal of Business Research, 2017, p. 0-1.

Ma, J. et al. (2013). Customer delight from theme park experiences. The Antecedents of Delight based on Cognitive Appraisal Theory. Annals of Tourism Research, 42, p. 359-381. https://doi.org/10.1016/j.annals.2013.02.018

Ma, J. et al. (2017). Delighted or Satisfied? Positive Emotional Responses Derived from Theme Park Experiences. Journal of Travel and Tourism Marketing, 34(1), p. 1-19. https://doi.org/10.1080/10548408.2015.1125824

Magic at Your Fingertips. (n.d.). Walt Disney World Resort. Available from: https://www.disneyworld.co.uk/plan/my-disney-experience/mobile-apps/.

Malhotra, N. K. (2011). Pesquisa de marketing: Uma orientação aplicada. 6 ed. Porto Alegre: Bookman.

Manthiou, A. et al. (2016). Investigating the effects of memorable experiences: an extended model of script the-ory. Journal of Travel & Tourism Marketing, 33(3), p. 362–379. https://doi.org/10.1080/10548408.2015.1064055

Mathis, E. F. et al. (2016). The effect of co-creation experience on outcome variable. Annals of Tourism Research, pp. 57, p. 62–75. https://doi.org/10.1016/j.annals.2015.11.023

Milman, A. (2009). Evaluating the Guest Experience at Theme Parks. Int. J. Tourism Research, 87, p. 373–387. https://doi.org/10.1002/jtr.710

Milman, A., Okumus, F., & Dickson, D. (2010). The global theme park industry. Worldwide Hospitality and Tourism Themes, 2(3), p. 220-237. https://doi.org/10.1108/17554211011052177

Morosan, C., & Defranco, A. (2019). Co-creation of value using hotel interactive technologies: examining intentions and conversion. International Journal of Contemporary Hospitality Management, 31(3), p. 1183-1204. https://doi.org/10.1108/ijchm-04-2018-0314

Milman, A., & Tasci, A. D. A. (2022). Consumer reactions to different robotic servers in theme parks. Journal of Hospitality and Tourism Technology, 13(2), p. 314–332. https://doi.org/10.1108/jhtt-03-2021-0102

Neuhofer, B. (2016). Value co-creation and co-destruction in connected tourist experiences. Information and communication technologies in tourism, p. 779-792. Cham: Springer. https://doi.org/10.1007/978-3-319-28231-2_56

Neuhofer, B., & Buhalis, D. (2013). Experiences, co-creation and technology: a conceptual approach to enhance tourism experiences. Tourism and Global Change: On the Edge of Something Big, p. 546-555. https://doi.org/10.1002/jtr.1958

Neuhofer, B., Buhalis, D., & Ladkin, A. (2014). A Typology of Technology-Enhanced Tourism Experienc-es. International Journal of Tourism Research, 16, p. 340-350. https://doi.org/10.1002/jtr.1958

Niu, Y., Park, H., & Kirilenko, A. (2019). Theme Park Visitor Experience and Satisfaction: A Case of TripAdvisor Reviews of Three Theme Parks. Travel and Tourism Research Association: Advancing Tourism Research Globally.

Parasuraman, A. (2000). Technology Readiness Index (TRI): A Multiple Item Scale To Measure Readiness To Embrace New Technologies. Journal Of Service Research, 2(307). https://doi.org/10.1177/109467050024001

Parasuraman, A., & Colby, C. L. (2015). An Updated and Streamlined Technology Readiness Index: TRI 2.0. Journal of Service Research, 18(1), p. 59–74. https://doi.org/10.1177/1094670514539730

Parks and Experiences (n.d.). Disney Parks, Experiences and Products. https://disneyconnect.com/dpep/parks-and-experiences/

Pedergast, D. (2010). Getting to know the Y generation. Oxfordshire: CAB International Wallingford.

Perez S. (2008). Why Gen Y is going to change the web. ReadWriteWeb.

Pham, L., Nguyen, P. T. H., Huy, L. V., & Luse, D. (2018). Technology readiness and customer satisfaction in luxu-ry hotels: a case study of Vietnam. International Journal of Entrepreneurship. https://doi.org/10.1108/10878570410699249

Prahalad, C. K., & Ramaswamy, V. (2004a). Co-creating unique value with customers. Strategy & Leadership, 32(3), p. 4-9. https://doi.org/10.1002/dir.20015

Prahalad, C. K., & Ramaswamy, V. (2004b). Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing, 18(3), p. 5-14.

Prebensen, N. K., Vittersø, J., & Dahl, T. I. (2013). Value Co-creation significance of tourist resources. Annals of Tourism Research, 42, p. 240-261. https://doi.org/10.1016/j.annals.2013.01.012

Ranjan, K. R., & Read, S. (2016). Value co-creation: concept and measurement. Journal of the Academy of Marketing Science, 44(3), p. 290-315. https://doi.org/10.1007/s11747-014-0397-2

Richards, G., & Morrill, W. (2019). Motivations of global Millennial travelers Motivações dos viajantes millennials globais Motivaciones de los viajeros globales de la generación del milenio. Brazilian Journal of Tourism Research, 14, p. 126-141. https://doi.org/10.7784/rbtur.v14i1.1883

Schmitt, Bernd. (1999). Experiential Marketing. Journal of Marketing Management, [s. l.], 15, p. 53-67.

Schmitt, Bernd. (2004) Gestão da experiência do cliente: uma revolução no relacionamento com os consumido-res. Porto Alegre: Bookman.

Shoukat, M. H., & Ramkissoon, H. (2022). Customer delight, engagement, experience, value co-creation, place identity, and revisit intention: a new conceptual framework. Journal of Hospitality Marketing & Manage-ment, p. 1–19. https://doi.org/10.1080/19368623.2022.2062692

Scott, N., Laws, E., & Boksberger, P. (2009). The marketing of hospitality and leisure experiences. Journal of Hospitality Marketing & Management, 18(2-3), p. 99-110. https://doi.org/10.1080/19368620802590126

Sheaffer, S. R. (2009). The marriage of technology and leadership. Training, 46(4).

Tasci, A. D. A., & Milman, A. (2017). Exploring experiential consumption dimensions in the theme park context. Current Issues in Tourism, 22(7), p. 853-876. https://doi.org/10.1080/13683500.2017.1321623

Thong, J. Y., Hong, S.-J., & Tam, K. Y. (2006). The Effects of Post-adoption Beliefs on the Expectation-Confirmation Model for Information Technology Continuance. International Journal of Human-Computer Studies, 64. https://doi.org/10.1016/j.ijhcs.2006.05.001

Torres, E. N., & Milman, A. (2020). TOURIST‘S Delight: How Theme Parks Can Improve Tourism Experi-ence. Rosen Research Review, 1(11).

Torres, E. N., Milman, A., & Park, S. (2018). Customer delight and outrage in theme parks: A roller coaster of emotions. International Journal of Hospitality & Tourism Administration. https://doi.org/10.1080/15256480.2019.1641455

Torres, E. N., 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), p. 65–85. https://doi.org/10.1108/jhti-10-2017-0011

Torres, E. N., & Ronzoni, G. (2017). The evolution of the customer delight construct: Prior research, current measurement, and directions for future research. International Journal of Contemporary Hospitality Management, 30(1), p. 57-75.https://doi.org/10.1108/ijchm-09-2016-0528

Torrres, E. N., Zhang, T., & Ronzoni, G. (2019). Measuring delightful customer experiences: The validation and testing of a customer delight scale along with its antecedents and effects. International Journal of Hospitality Management, p. 102380. https://doi.org/10.1016/j.ijhm.2019.102380

UNWTO. (2020). UNWTO global tourism dashboard, p. 1–11, 20, 2020. . https://doi.org/10.18111/9789284422258

UNWTO (2020). UNWTO global tourism dashboard, p. 1–11, 2020. Available from: https://unwto.org/global-and-regional-tourism-performance

UNTWTO. Young people Must to be Active Participants as we Rethink and Restart Tourism. (n.d.). Available from: https://www.untown.org/new/young-people-must-to-be-active-participants-as-we-rethink-and-restart-tourism

Urbach, N., & Ahlemann, F. (2010). Structural equation modeling in information systems research using partial least squares. Journal of Information Technology Theory and Application, 11(2), p. 5-40.

Vargo, S. L, Lush R. F. (2016). Institutions and axioms: an extension and update of service dominant logic. Jour-nal of Academic Marketing Science, pp. 44, p. 5–23. https://doi.org/10.1007/s11747-015-0456-3

Vargo, S. L., & Lusch, R. (2004). Evolving to a New Dominant Logic for Marketing. Journal of Marketing. https://doi.org/10.1509/jmkg.68.1.1.24036

Veiga, C. et al. (2017). Are millennials transforming global tourism? Challenges for destinations and compa-nies. Worldwild hospitality and tourism themes. https://doi.org/10.1108/whatt-09-2017-0047

Wang, Y. C., Luo, C., & Tai, Y. (2017). Implementation of delightful services: From the perspective of frontline service employees. Journal of Hospitality and Tourism Management, 31, p. 90-104. https://doi.org/10.1016/j.jhtm.2016.10.006

Wang, Y., So, K. K. F., & Sparks, B. A. (2016). Technology Readiness and Customer Satisfaction with Travel Tech-nologies: A Cross-Country Investigation. Journal of Travel Research. https://doi.org/10.1177/0047287516657891

Wei, W., Qi, R., & Zhang, L. (2019). Effects of virtual reality on theme park visitors’ experience and behaviors: A presence perspective. Tourism Management, 71, 82-293. https://doi.org/10.1016/j.tourman.2018.10.024

Descargas

Publicado

2023-05-23

Cómo citar

Santos, R. C. dos, & Costa, M. F. da. (2023). El mundo de Walter Disney: La experiencia de consumo de los millenials en los parques temáticos. Revista Brasileira De Pesquisa Em Turismo, 17, 2746. https://doi.org/10.7784/rbtur.v17.2746

Número

Sección

Artículos - Gestión del Turismo