Customer Experiences of Film Location Tourists in New York City
Rugojeva, Maria (2014)
Rugojeva, Maria
Saimaan ammattikorkeakoulu
2014
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2014120418468
https://urn.fi/URN:NBN:fi:amk-2014120418468
Tiivistelmä
The purpose of the study was to create a development plan for film location tours arranged by On Location Tours in New York City. In this thesis the tours analyzed are film location tours based on the series Sex and the City and Gossip Girl. This theme was chosen because of the author’s passion towards films and New York City. On Location Tours was chosen because it is the largest film tour company in USA with its thousands of customers each day. This company also has individual tours based on both series in question.
In the theoretical part terms around customer experience, customer satisfaction, special interest tourism and film tourism are explained. These are important terms from the point of view of this study and it is crucial to understand these before going into the analysis. A desk study was made by analyzing online reviews written in Tripadvisor about the film location tours based on Sex and the City and Gossip Girl. In the analysis both quantitative and qualitative research methods were used.
The reviews in Tripadvisor turned out to be mainly positive but there were many minor problems pointed out like the tours not stopping at important places or the tours being too commercial. After analyzing the reviews a development plan was made. The aim of the development plan was to improve the tours by changing something that already exists and to add new parts to the tours. The development plan can be implemented by On Location Tours. Also the results can be used in further research when planning to create new or to improve already existing film location tours.
In the theoretical part terms around customer experience, customer satisfaction, special interest tourism and film tourism are explained. These are important terms from the point of view of this study and it is crucial to understand these before going into the analysis. A desk study was made by analyzing online reviews written in Tripadvisor about the film location tours based on Sex and the City and Gossip Girl. In the analysis both quantitative and qualitative research methods were used.
The reviews in Tripadvisor turned out to be mainly positive but there were many minor problems pointed out like the tours not stopping at important places or the tours being too commercial. After analyzing the reviews a development plan was made. The aim of the development plan was to improve the tours by changing something that already exists and to add new parts to the tours. The development plan can be implemented by On Location Tours. Also the results can be used in further research when planning to create new or to improve already existing film location tours.