{"id":{"repo_id":"oxford-brookes","oai_identifier":"tle:dee7fa9a-e359-4702-9899-dec8724477bd:d6bd9758-527a-46cd-bfe2-c433766e8fca:1"},"canonical_url":"https://search.dev.ndltd.org/etd/oxford-brookes/tle:dee7fa9a-e359-4702-9899-dec8724477bd:d6bd9758-527a-46cd-bfe2-c433766e8fca:1","repository":{"repo_id":"oxford-brookes","name":"Oxford Brookes University","base_url":"https://radar.brookes.ac.uk/radar/oai"},"display":{"title":"Consumer satisfaction and dis-satisfaction with long-haul inclusive tours","abstract":"This research is a qualitative study of consumer behaviour in tourism and specifically consumer satisfaction and dis-satisfaction (CS/D) with long-haul inclusive tours. An emphasisis placed on the supposed antecedents of CS/D - expectation, performance, disconfirmation, attribution, emotion, equity - and the change in CS/D through time. The research rationale was orientated to both the academic world and the world of practical management. A literature review and a series of interviews with senior management and directors of long-haul tour operators in Britain was followed by a participant observation case study on a long-haul tour of Malaysia and Singapore. A three-way perspective was sought on CS/D - from management, consumer service personnel and consumers. An interpretative framework, which synthesises the description and analysis in the literature search, primary interviews and participant observation, outlines the process of CS/D formation. This includes the interaction of a vortex of antececedents - with performance at the core - which then passes through a filter relating to both the specific and general context surrounding the long-haul tour. Either immediate or delayed CS/D judgements for micro events is followed by subsequent action or inaction by an individual consumer and/or other consumers in a group, a tour leader, a ground handler and/or a tour operator. A feedback loop completes a micro event cycle and engenders a cumulative development of consumer certainty with regard to the judgement of CS/D through time. Additionally, the study demonstrates the application and potential of participant observation - in lieu or in conjunction with other more familiar techniques - within both an academic and practical management perspective.","abstract_html":"This research is a qualitative study of consumer behaviour in tourism and specifically consumer satisfaction and dis-satisfaction (CS/D) with long-haul inclusive tours. An emphasisis placed on the supposed antecedents of CS/D - expectation, performance, disconfirmation, attribution, emotion, equity - and the change in CS/D through time. The research rationale was orientated to both the academic world and the world of practical management. A literature review and a series of interviews with senior management and directors of long-haul tour operators in Britain was followed by a participant observation case study on a long-haul tour of Malaysia and Singapore. A three-way perspective was sought on CS/D - from management, consumer service personnel and consumers. An interpretative framework, which synthesises the description and analysis in the literature search, primary interviews and participant observation, outlines the process of CS/D formation. This includes the interaction of a vortex of antececedents - with performance at the core - which then passes through a filter relating to both the specific and general context surrounding the long-haul tour. Either immediate or delayed CS/D judgements for micro events is followed by subsequent action or inaction by an individual consumer and/or other consumers in a group, a tour leader, a ground handler and/or a tour operator. A feedback loop completes a micro event cycle and engenders a cumulative development of consumer certainty with regard to the judgement of CS/D through time. Additionally, the study demonstrates the application and potential of participant observation - in lieu or in conjunction with other more familiar techniques - within both an academic and practical management perspective.","abstract_has_math":false,"creators":["Bowen, David"],"institution":"Oxford Brookes University","degree_name":null,"degree_level":null,"degree_discipline":null,"degree_department":null,"school":null,"contributors":["Harrison, Aileen"],"advisors":[],"committee_chairs":[],"committee_members":[],"year":1998,"date_issued":"1998","date_published":"1998","updated_at":"2026-07-24T03:43:56Z","subjects":[],"languages":["en"],"rights":["All rights reserved"],"rights_urls":[],"identifier_entries":[]},"links":{"outbound_url":"https://doi.org/10.24384/pt72-zj84","outbound_label":"DOI","outbound_source":"dc:identifier"},"metadata_groups":[{"id":"people","label":"People","entries":[{"key":"dc:contributor","label":"Contributor","values":["Harrison, Aileen"]},{"key":"dc:creator","label":"Author","values":["Bowen, David"]}]},{"id":"academic_context","label":"Academic Context","entries":[{"key":"dc:date","label":"Dc Date","values":["1998"]},{"key":"dc:publisher","label":"Institution","values":["Oxford Brookes University"]},{"key":"dc:type","label":"Dc Type","values":["thesis"]}]},{"id":"language_rights","label":"Language and Rights","entries":[{"key":"dc:language","label":"Dc Language","values":["en"]},{"key":"dc:rights","label":"Dc Rights","values":["All rights reserved"]}]},{"id":"identifiers","label":"Identifiers","entries":[{"key":"dc:identifier","label":"Identifier","values":["https://doi.org/10.24384/pt72-zj84","https://radar.brookes.ac.uk/radar/file/dee7fa9a-e359-4702-9899-dec8724477bd/1/bowen1998consumer.pdf"]}]},{"id":"additional","label":"Additional Metadata","entries":[{"key":"dc:description","label":"Description","values":["This research is a qualitative study of consumer behaviour in tourism and specifically consumer satisfaction and dis-satisfaction (CS/D) with long-haul inclusive tours. An emphasisis placed on the supposed antecedents of CS/D - expectation, performance, disconfirmation, attribution, emotion, equity - and the change in CS/D through time. The research rationale was orientated to both the academic world and the world of practical management. A literature review and a series of interviews with senior management and directors of long-haul tour operators in Britain was followed by a participant observation case study on a long-haul tour of Malaysia and Singapore. A three-way perspective was sought on CS/D - from management, consumer service personnel and consumers. An interpretative framework, which synthesises the description and analysis in the literature search, primary interviews and participant observation, outlines the process of CS/D formation. This includes the interaction of a vortex of antececedents - with performance at the core - which then passes through a filter relating to both the specific and general context surrounding the long-haul tour. Either immediate or delayed CS/D judgements for micro events is followed by subsequent action or inaction by an individual consumer and/or other consumers in a group, a tour leader, a ground handler and/or a tour operator. A feedback loop completes a micro event cycle and engenders a cumulative development of consumer certainty with regard to the judgement of CS/D through time. Additionally, the study demonstrates the application and potential of participant observation - in lieu or in conjunction with other more familiar techniques - within both an academic and practical management perspective."]},{"key":"dc:format","label":"Dc Format","values":["application/pdf"]},{"key":"dc:title","label":"Title","values":["Consumer satisfaction and dis-satisfaction with long-haul inclusive tours"]}]}],"canonical_facts":{"dc:contributor":["Harrison, Aileen"],"dc:creator":["Bowen, David"],"dc:date":["1998"],"dc:description":["This research is a qualitative study of consumer behaviour in tourism and specifically consumer satisfaction and dis-satisfaction (CS/D) with long-haul inclusive tours. An emphasisis placed on the supposed antecedents of CS/D - expectation, performance, disconfirmation, attribution, emotion, equity - and the change in CS/D through time. The research rationale was orientated to both the academic world and the world of practical management. A literature review and a series of interviews with senior management and directors of long-haul tour operators in Britain was followed by a participant observation case study on a long-haul tour of Malaysia and Singapore. A three-way perspective was sought on CS/D - from management, consumer service personnel and consumers. An interpretative framework, which synthesises the description and analysis in the literature search, primary interviews and participant observation, outlines the process of CS/D formation. This includes the interaction of a vortex of antececedents - with performance at the core - which then passes through a filter relating to both the specific and general context surrounding the long-haul tour. Either immediate or delayed CS/D judgements for micro events is followed by subsequent action or inaction by an individual consumer and/or other consumers in a group, a tour leader, a ground handler and/or a tour operator. A feedback loop completes a micro event cycle and engenders a cumulative development of consumer certainty with regard to the judgement of CS/D through time. Additionally, the study demonstrates the application and potential of participant observation - in lieu or in conjunction with other more familiar techniques - within both an academic and practical management perspective."],"dc:format":["application/pdf"],"dc:identifier":["https://doi.org/10.24384/pt72-zj84","https://radar.brookes.ac.uk/radar/file/dee7fa9a-e359-4702-9899-dec8724477bd/1/bowen1998consumer.pdf"],"dc:language":["en"],"dc:publisher":["Oxford Brookes University"],"dc:rights":["All rights reserved"],"dc:title":["Consumer satisfaction and dis-satisfaction with long-haul inclusive tours"],"dc:type":["thesis"]},"updated_at":"2026-07-24T03:43:56Z"}