Critical Incident Technique application for customer experience evaluation in theme parks


  • Marta Klimaszyk Uniwersytet Ekonomiczny w Poznaniu, Instytut Gospodarki Międzynarodowej
  • Marcin Olszewski Uniwersytet Ekonomiczny w Poznaniu, Instytut Gospodarki Międzynarodowej



critical incident technique, experience, theme parks, tourism services


The aim of the article is to identify the possibility of using the critical incident technique to assess the antecedence and effects of consumer experiences in amusement parks. Based on the example of the Energylandia Park in Zator, the nature of the experiments was identified and their original typologisation was carried out. The study analysed 295 incidents identified in 150 comments left by visitors to the amusement park on the TripAdvisor portal. The article consists of 4 parts preceded by an introduction. At the beginning, the importance of managing the consumer experience was introduced. The next part presents the essence of amusement parks and their typology. Then the technique of critical incident was introduced, along with examples of its applications in tourism, and the methodology of the original research, results and conclusions were presented. The research method used allowed for an in-depth assessment of the experiences of the amusement park customers along with an indication of their nature and conditions. The paper also indicates recommendations for further research using the critical incident technique to assess experiences in tourism.



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Author Biographies

Marta Klimaszyk, Uniwersytet Ekonomiczny w Poznaniu, Instytut Gospodarki Międzynarodowej

Marta Klimaszyk, graduate Poznań University of Economics and Business, Institute of International Business and Economics, Department of International Economics. In 2021 she completed her diploma thesis on consumer experience management in theme parks. Her research interests include tourism industry competitiveness, tourism management and consumer experience.

Marcin Olszewski, Uniwersytet Ekonomiczny w Poznaniu, Instytut Gospodarki Międzynarodowej

Marcin Olszewski, PhD, is an assistant professor in the Poznań University of Economics and Business, Institute of International Business and Economics, Department of International Economics, Poland. He obtained his PhD in 2011 with a doctoral thesis on knowledge management in hospitality industry. His areas of research include university-industry collaboration, knowledge management, tourism industry competitiveness, economics of tourism enterprise. He has participated in several research projects on the tourism and hospitality industry (including those financed by the Ministry of Science and Higher Education and the National Science Center).


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How to Cite

Klimaszyk, M. ., & Olszewski, M. . (2021). Critical Incident Technique application for customer experience evaluation in theme parks. Studies of the Industrial Geography Commission of the Polish Geographical Society, 35(3), 100–115.