Emotions embody the value in tourism experiences and drive essential outcomes such as intent to recommend. Current models do not explain how the ebb and flow of emotional arousal during an experience relate to outcomes, however. We analyzed 15 participants’ experiences at the Vincentre museum and guided village tour in Nuenen, the Netherlands. This Vincent van Gogh-themed experience led to a wide range of intent to recommend and emotional arousal, measured as continuous phasic skin conductance, across participants and exhibits. Mixed-effects analyses modeled emotional arousal as a function of proximity to exhibits and intent to recommend. Experiences with the best outcomes featured moments of both high and low emotional arousal, not one continuous “high,” with more emotion during the middle of the experience. Tourist experience models should account for a complex relationship between emotions experienced and outcomes such as intent to recommend. Simply put, more emotion is not always better.
In this paper we investigate the expression of emotions through mediated touch. Participants used the Tactile Sleeve for Social Touch (TaSST), a wearable sleeve that consists of a pressure sensitive input layer, and a vibration motor output layer, to record a number of expressions of discrete emotions. The aim was to investigate if participants could make meaningful distinctions in the tactile expression of the emotions.
De sfeer van een ruimte of omgeving is een belangrijke factor in de beleving van die ruimte door een bezoeker. Om het belang van de factor sfeer te kunnen vaststellen is een goed meetinstrument nodig. In deze studie wordt een voorstel gedaan voor een dergelijk meetinstrument. Hiertoe wordt een meta-analyse uitgevoerd op bestaande empirische en theoretische studies naar sfeer. Deze studies komen uit de marketingliteratuur en uit museum studies. Winkels en musea zijn twee relevante voorbeelden van waar sfeer een evidente rol speelt in de ervaring van bezoekers en hun gedrag. Het is dan ook niet verwonderlijk dat er vanuit deze disciplines redelijk wat aandacht is geweest voor sfeer.
We had been involved in the redesign of the 4 Period Rooms of the Marquise Palace, also called the Palace of Secrets, in Bergen op Zoom. This design was based on the biography of a historical figure: Marie Anne van Arenberg, whose dramatic life was marked by secrets. Each of the 4 rooms represents a turning moment in Marie Anne’s story: the official marriage, the secret marriage and the betrayal, the dilemma and choice, with, in a final room, the epilogue. These different episodes are reflected in the way the rooms are furnished: the ballroom, the bedroom, the dining room. The Secret Marquise as design and exhibition has brought more visitors to the museum. As designers and researchers, however, we were interested in understanding more about this success, and, in particular, in understanding the visitors experience, both emotionally and sensorially at different moments/situations during the story-driven experience.In the fall of 2021, the visitors’ lived experience was evaluated using different approaches: a quantitative approach using biometric measurements to register people’s emotions during their visit, and a qualitative one consisting of a combination of observations, visual imagery, and interpretative phenomenological analysis (IPA).Qualitatively, our aim was to understand how respondents made sense of Marie Anne’s story in the way in which this was presented throughout the exhibition. We specifically looked at the personal context and frame of reference (e.g., previous experiences, connection to the visitor’s own life story, associations with other stories from other sources). In the design of the rooms, we used a combination of digital/interactive elements (such as a talking portrait, an interactive dinner table, an interactive family painting), and traditional physical objects (some 17th century original objects, some reproductions from that time). The second focal point of the study is to understand how these different elements lead the visitors experience.
We propose to do an experimental study in which we will use 360 video and still photo simulations that portray varying levels of crowding. Simulations will be presented to 25 student participants and 25 older adult participants (65+; a lucrative tourist segment) in an experimental setting while signals of their emotional responses are recorded from their brain (EEG) and body (skin conductivity and heart rate) at our Experience Measurement Lab. A questionnaire will measure their intent to recommend and their willingness to pay for the ‘experiences’ (simulations) they have viewed. Analyses will determine optimal levels of crowding for the quality of the tourist experience, but also for income at the destination, accounting for the fact that a more crowded destination features more potential sources of income (visitors), but each a (possibly) different level of willingness to pay, including potential implications for local tourist taxes. Models will also account for possibly different processes in the two different age groups. Furthermore, modelling word-of-mouth/mouse marketing based on intent to recommend will also make it possible to predict how crowding affects demand long-term. Partner: KU Leuven.
Vacation travel is an essential ingredient in quality of life. However, the contriubtion of vacations to quality of life could be improved in two ways: by optimizing the decisions people make when planning and undertaking their vacations, and by travel industry testing and implementing––based on evidence––innovative experience products which touch customers' emotions. Secondary analysis of two longitudinal panel datasets will address the impact of people's decisions in planning and undertaking their vacations, on their quality of life. Field experiments in cooperation with travel industry partners will address the effects of innovative experience products, such as apps designed to help vacationers meet fellow travelers, or personalized memory books designed to help people relive their vacations after return home. Experience data in these field experiments will be collected using technology of the Breda University of Applied Sciences' Experience Measurement Lab, a unique facility for measuring emotions continuously from research participants' body and mind. Thus, the project will contribute to general understanding of quality of life, will feed valuable knowledge about experience design, measurement, and implementation to the Dutch travel industry, and will support the Breda University of Applied Sciences' key research theme of Designing, Measuring, and Managing Experiences. Inspiring examples from the project will reinforce research methods courses in the academic Bachelor of Science in Tourism, the HBO Master in Tourism Destination Management, and the academic Master of Science in Leisure Studies. Wearable emotion measurement from the field experiment will be a cornerstone of the fourth-year HBO-bachelor module Business Intelligence, where students will conduct their own research projects on experience measurement using consumer wearables, based on knowledge from this postdoc project. Finally, a number of methodological and content questions within the project will serve as suitable thesis assignments for graduation students in the above educational tracks.
