Consumer thoughts, actions, and feelings from within the service experience

David Bowen

The Service Industries Journal, 2008, vol. 28, issue 10, 1515-1530

Abstract: Research methods have a critical practical and academic relevance. A study of consumer behaviour within service management frequently requires the use of techniques that reach to the core of consumer thoughts, actions, and feelings. This paper analyses the rationale that can lead to the choice of participant observation as a research tool within a service industry case -- a study of tourists on a long-haul inclusive tour. The paper continues with a discussion of the key practice-based concerns that are confronted through use of the research tool. While the focus of the research study relates to tourist satisfaction, it is also shown how other research areas and service management questions can be investigated through the technique.

Date: 2008
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Citations: View citations in EconPapers (2)

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DOI: 10.1080/02642060802250344

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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