Author, as appears in the article.: Hernandez-Maskivker G; Ryan G; Pàmies M

Department: Gestió d'Empreses

URV's Author/s: HERNÁNDEZ MASKIVKER, GILDA MARÍA / Pàmies Pallisé, Maria del Mar / Ryan, Gerard Anthony

Keywords: Waiting times Waiting Tourism services Theme parks Qualitative research Managers Consumer behaviour

Abstract: © University of the Aegean. This paper explores how managers of theme parks interpret waiting times from a services marketing perspective. In-depth interviews are undertaken in order to uncover manager's perceptions of waiting. 'The inevitability of waiting times', 'the negative interpretation of waiting times' and 'neutral waiting times' are three themes that emerge from this qualitative study. A deeper analysis of the waiting experience may contribute to enhanced strategies for managing waiting in theme parks, improved evaluations of the service and increased customer satisfaction. Finally, some practical tips for practitioners are proposed in the form of management takeaways.

Thematic Areas: Tourism, leisure and hospitality management Ciencias sociales Business and international management

licence for use: https://creativecommons.org/licenses/by/3.0/es/

ISSN: 17908418

Author's mail: mar.pamies@urv.cat gerard.ryan@urv.cat

Author identifier: 0000-0003-2648-7673 0000-0002-5008-9862

Record's date: 2023-04-15

Papper version: info:eu-repo/semantics/publishedVersion

Link to the original source: https://www.cabdirect.org/cabdirect/abstract/20173247160

Licence document URL: http://repositori.urv.cat/ca/proteccio-de-dades/

Papper original source: Tourismos. 11 (4): 158-184

APA: Hernandez-Maskivker G; Ryan G; Pàmies M (2016). Waiting times at theme parks: How managers interpret waiting. Tourismos, 11(4), 158-184

Entity: Universitat Rovira i Virgili

Journal publication year: 2016

Publication Type: Journal Publications