Impact of incomplete planned experiences on tourist satisfaction: a case of Tokyo Disneyland

This study aims to explore the background factors that affect the relationship between IPE, which are tourism experiences caused by unexpected circumstances, and the evaluation of tourism experiences from the perspective of the customer journey. Qualitative research using customer journey mapping was conducted to analyze factors that influence the relationship between IPE and tourist satisfaction. The results suggest that the factors of “assumption of behavior on the day of visit,” “assumption of satisfaction on the day of visit,” and “assumption of the timing of the next visit” with respect to the pre-visit stage and “actions to implement the plan” and “actions to change plans” with respect to behavior on the day of visit may be background factors that lead to satisfaction with IPE. This study exploratively analyzes and clarifies the impact and background of tourists’ IPE on their evaluation of tourism experiences, which has not been previously examined.