Critical Incident Technique application for customer experience evaluation in theme parks
DOI:
https://doi.org/10.24917/20801653.353.7Keywords:
critical incident technique, experience, theme parks, tourism servicesAbstract
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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