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 focus on the different aspects relating to customer experiences and emotions within the framework of tourism, this study tests an original model in an uncommon setting, thus contributing to the external validity of these claims.