Make it memorable: customer experiences in winter amusement parks

Purpose – This empirical study aims to investigate the potential of customer experiences in the tourism industry to influence emotions and thus create positive mental imprints.Design/methodology/approach – This investigation tests a conceptual model for what leaves positive mental imprints and analyzes the results of the survey to test the hypotheses. Further, the rather uncommon setting, a winter amusement park in Norway, helps to increase the external validity.Findings – One interesting discovery with practical implications for management is that both ambience factors – light, sound, and smells – and interaction among customers have significance for customers' positive emotions.Research limitations/implications – There is a need for further research to clarify the distinction between design and ambience factors.Practical implications – Both ambience and interaction between customers are very important for successfully providing positive customer experiences.Originality/value – Responding to the need to ...