1、4900 英文单词， 2.9 万英文字符 ，中文 8900 字 文献出处： Journal of Destination Marketing &Management 7 (2018)111 Make it delightful: Customers experience, satisfaction and loyalty in Malaysian theme parks Faizan Ali, Woo Gon Kim, Jun Li, Hyeon-Mo Jeon Abstract Responding to the need of studies covering the interplay
2、between customer experience and emotions within specic facets of the tourism industry, this study proposed a model to assess vistor experience and its effect on their delight, satisfaction and loyalty in Malaysian theme parks. Based on convenience sampling, a sample of 292 visitors at two theme park
3、s in Malaysia was selected. Data was subjected to partial least squares analysis based on structural equation modelling (PLS-SEM). Findings showed that all of the hypotheses were supported, indicating that physical setting, interaction with staff and interaction with other customers had a signicant
4、impact on both customer delight and satisfaction. Moreover, customer delight inuenced customer satisfaction and customer loyalty. The results suggest that theme park managers need to pay attention to maintaining a good physical setting, managing their human resources well and managing the behaviour
5、of other customers in order to ensure that their customers receive delightful experiences. Keywords: Physical setting, Interaction, Staff, Other customers, Delight, Theme parks 1. Introduction The global theme park industry has grown rapidly since the opening of Disneyland in Anaheim, California in
6、1955. By end of 2010, about 189.1 million people had visited the top 25 theme parks worldwide (Milman, Li, Wang, & Yu, 2012), a number greater than the volume of international tourists who visited North America, the Caribbean, Central America, and South America combined in 2011 (World Tourism Organization, 2012). This tremendous growth in the theme park industry has also been witnessed in Asia and the Pacic Rim. The Asian theme park attendance grew by 16.5% from 2007 to 2012, while visit
