Dimensões da experiência do cliente em parques temáticos: uma perspectiva com base nas online travel reviews
In a context where the customer experience is as important as the product or service that a company offers, this study aims to analyze the dimensions of the customer experience in the context of theme parks. Therefore, the investigation was descriptive and exploratory, with a mixed qualitative an...
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Experiência do cliente Turismo e hospitalidade Online travel reviews Tripadvisor Parques temáticos |
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Experiência do cliente Turismo e hospitalidade Online travel reviews Tripadvisor Parques temáticos Silva, Fabíola Fernandes Dimensões da experiência do cliente em parques temáticos: uma perspectiva com base nas online travel reviews |
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In a context where the customer experience is as important as the product or service that a
company offers, this study aims to analyze the dimensions of the customer experience in the
context of theme parks. Therefore, the investigation was descriptive and exploratory, with a
mixed qualitative and quantitative approach. The survey was divided into three stages: the first,
which investigated the dimensions that make up the customer experience in theme parks, took
place between the months of November 2019 to June 2020 with the use of a sample of 2,023
individual evaluations of the parks Magic Kingdom, Beto Carrero World, Efteling and
Universal Studios Japan. The second, which evaluated the customer experience in the context
of a specific theme park, took place between the months of July and August 2020 with a sample
of 300 individuals who visited the park Beto Carrero World and, finally, the third, which carried
out, with the data obtained in the previous step, a network assessment of the relationship
between the dimensions that make up the customer experience in the context of a specific theme
park. The research was carried out from the user generated content (UGC) within the
cyberspace Tripadvisor.com, with the research method being applied to Content Analysis, after
which the data obtained were processed using the software NVivo 12 Pro for the word
frequency and Ucinet 6 for Windows version 6.714 [32-Bit] together with software NetDraw
2.172 for the Network Analysis method. The main results of the research showed that factors
that make up the environment, services, interactions and individual perceptions significantly
interfere with the theme park customer experience. Through the network evaluation of the
relationship between the dimensions of the customer experience in the specific context of the
theme park Beto Carrero World, it was found that the density of the network is high and with
the centrality calculation it was possible to verify that the variables attractions – rides and
shows- and the park's structure has a higher centrality index, closely linked to obtaining fun and
building satisfaction. The variables climate, interaction with the employee, queue, price, paid
attractions and drinking fountains had a significant negative impact on the perception of the
customer's experience. It was concluded that visiting theme parks is directly related to the value
of the experience (affective component). In addition, theme parks, as well as other
entertainment sector ventures, must be resilient, creative and responsive to the needs of their
consumers. Finally, the reflections arising from the theoretical and empirical implications of
this study can assist efforts to recover the theme park market in the pandemic and postpandemic scenario of COVID-19, by understanding the factors that will shape the future of the
sector. |
| author2 |
Barreto, Leilianne Michelle Trindade da Silva |
| author_facet |
Barreto, Leilianne Michelle Trindade da Silva Silva, Fabíola Fernandes |
| format |
doctoralThesis |
| author |
Silva, Fabíola Fernandes |
| author_sort |
Silva, Fabíola Fernandes |
| title |
Dimensões da experiência do cliente em parques temáticos: uma perspectiva com base nas online travel reviews |
| title_short |
Dimensões da experiência do cliente em parques temáticos: uma perspectiva com base nas online travel reviews |
| title_full |
Dimensões da experiência do cliente em parques temáticos: uma perspectiva com base nas online travel reviews |
| title_fullStr |
Dimensões da experiência do cliente em parques temáticos: uma perspectiva com base nas online travel reviews |
| title_full_unstemmed |
Dimensões da experiência do cliente em parques temáticos: uma perspectiva com base nas online travel reviews |
| title_sort |
dimensões da experiência do cliente em parques temáticos: uma perspectiva com base nas online travel reviews |
| publisher |
Universidade Federal do Rio Grande do Norte |
| publishDate |
2021 |
| url |
https://repositorio.ufrn.br/handle/123456789/32262 |
| work_keys_str_mv |
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| _version_ |
1773959077328584704 |
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ri-123456789-322622021-04-18T09:07:53Z Dimensões da experiência do cliente em parques temáticos: uma perspectiva com base nas online travel reviews Dimensions of the customer experience in theme parks: a perspective based on online travel reviews Silva, Fabíola Fernandes Barreto, Leilianne Michelle Trindade da Silva http://lattes.cnpq.br/5617247914388186 http://lattes.cnpq.br/2679486695792235 Marques Júnior, Sérgio http://lattes.cnpq.br/3095760811566254 Mendes Filho, Luiz Augusto Machado http://lattes.cnpq.br/7785924812425468 Limberger, Pablo Flôres http://lattes.cnpq.br/3893934127523780 Milito, Marcelo Chiarelli http://lattes.cnpq.br/8390923752879471 Chagas, Márcio Marreiro das http://lattes.cnpq.br/7927840772466317 Experiência do cliente Turismo e hospitalidade Online travel reviews Tripadvisor Parques temáticos In a context where the customer experience is as important as the product or service that a company offers, this study aims to analyze the dimensions of the customer experience in the context of theme parks. Therefore, the investigation was descriptive and exploratory, with a mixed qualitative and quantitative approach. The survey was divided into three stages: the first, which investigated the dimensions that make up the customer experience in theme parks, took place between the months of November 2019 to June 2020 with the use of a sample of 2,023 individual evaluations of the parks Magic Kingdom, Beto Carrero World, Efteling and Universal Studios Japan. The second, which evaluated the customer experience in the context of a specific theme park, took place between the months of July and August 2020 with a sample of 300 individuals who visited the park Beto Carrero World and, finally, the third, which carried out, with the data obtained in the previous step, a network assessment of the relationship between the dimensions that make up the customer experience in the context of a specific theme park. The research was carried out from the user generated content (UGC) within the cyberspace Tripadvisor.com, with the research method being applied to Content Analysis, after which the data obtained were processed using the software NVivo 12 Pro for the word frequency and Ucinet 6 for Windows version 6.714 [32-Bit] together with software NetDraw 2.172 for the Network Analysis method. The main results of the research showed that factors that make up the environment, services, interactions and individual perceptions significantly interfere with the theme park customer experience. Through the network evaluation of the relationship between the dimensions of the customer experience in the specific context of the theme park Beto Carrero World, it was found that the density of the network is high and with the centrality calculation it was possible to verify that the variables attractions – rides and shows- and the park's structure has a higher centrality index, closely linked to obtaining fun and building satisfaction. The variables climate, interaction with the employee, queue, price, paid attractions and drinking fountains had a significant negative impact on the perception of the customer's experience. It was concluded that visiting theme parks is directly related to the value of the experience (affective component). In addition, theme parks, as well as other entertainment sector ventures, must be resilient, creative and responsive to the needs of their consumers. Finally, the reflections arising from the theoretical and empirical implications of this study can assist efforts to recover the theme park market in the pandemic and postpandemic scenario of COVID-19, by understanding the factors that will shape the future of the sector. Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - CAPES Em um contexto em que a experiência do cliente é tão importante quanto o produto ou serviço que uma empresa oferece, este estudo tem o intuito de analisar as dimensões da experiência do cliente no contexto de parques temáticos. Para tanto, a investigação apresentou caráter descritivo e exploratório, com abordagem mista qualitativa e quantitativa. A pesquisa foi dividida em três etapas: a primeira, que investigou as dimensões que compõem a experiência do cliente em parques temáticos, ocorreu entre os meses de novembro de 2019 a junho de 2020 com a utilização de uma amostra de 2.023 avaliações individuais dos parques Magic Kingdom, Beto Carrero World, Efteling e Universal Studios Japan. A segunda, que avaliou a experiência do cliente no contexto de um parque temático específico, ocorreu entre os meses de julho e agosto de 2020 com uma amostra de 300 indivíduos que visitaram o parque Beto Carrero World e, por fim, a terceira, que realizou, com os dados obtidos na etapa anterior, uma avaliação em rede da relação entre as dimensões que compõem a experiência do cliente no contexto de um parque temático específico. A pesquisa foi realizada a partir do conteúdo gerado pelo usuário (CGU) dentro do ciberespaço Tripadvisor.com, sendo o método de pesquisa aplicado a Análise de Conteúdo, tendo em seguida os dados obtidos processados por meio do software NVivo 12 Pro para o teste de frequência de palavras e o Ucinet 6 for Windows versão 6.714 [32-Bit] em conjunto com o software NetDraw 2.172 para o método de Análise em Redes. Os principais resultados da pesquisa demonstraram que fatores que compõe o ambiente, serviços, interações e percepções individuais interferem de forma significativa a experiência do cliente de parques temáticos. Por meio da avaliação em rede da relação entre as dimensões da experiência do cliente no contexto específico do parque temático Beto Carrero World, detectou-se que a densidade da rede é alta e com o cálculo de centralidade foi possível verificar que as variáveis atrações - brinquedos e shows- e estrutura do parque tem maior índice de centralidade, intimamente ligados a obtenção da diversão e a construção da satisfação. As variáveis clima, interação com o funcionário, fila, preço, atrações pagas e bebedouros apresentaram um significativo impacto negativo na percepção da experiência do cliente. Concluiu-se que a visitação em parques temáticos está diretamente relacionada ao valor da experiência (componente afetivo). Ademais, parques temáticos, assim como outros empreendimentos do setor de entretenimento, devem ser resilientes, criativos e responsivos às necessidades de seus consumidores. Por fim, as reflexões advindas das implicações teóricas e empíricas desse estudo podem auxiliar os esforços de recuperação do mercado dos parques temáticos no cenário da pandemia e pós-pandemia da COVID-19, por meio da compreensão dos fatores que moldarão o futuro do setor. 2021-04-16T18:27:39Z 2021-04-16T18:27:39Z 2020-12-17 doctoralThesis SILVA, Fabíola Fernandes. Dimensões da experiência do cliente em parques temáticos: uma perspectiva com base nas online travel reviews. 2020. 223f. Tese (Doutorado em Turismo) - Centro de Ciências Sociais Aplicadas, Universidade Federal do Rio Grande do Norte, Natal, 2020. https://repositorio.ufrn.br/handle/123456789/32262 pt_BR Acesso Aberto application/pdf Universidade Federal do Rio Grande do Norte Brasil UFRN PROGRAMA DE PÓS-GRADUAÇÃO EM TURISMO |