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

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  • David Bowen

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.

Suggested Citation

  • David Bowen, 2008. "Consumer thoughts, actions, and feelings from within the service experience," The Service Industries Journal, Taylor & Francis Journals, vol. 28(10), pages 1515-1530, December.
    • Handle: RePEc:taf:servic:v:28:y:2008:i:10:p:1515-1530
    DOI: 10.1080/02642060802250344
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    Cited by:

    1. Emile, Renu, 2011. "Retrospection on the impact of Wallendorf and Brucks' "Introspection in consumer research: Implementation and implications"," Journal of Business Research, Elsevier, vol. 64(2), pages 194-198, February.
    2. Tomej, Kristof & Xiang, Zheng, 2020. "Affordances for tourism service design," Annals of Tourism Research, Elsevier, vol. 85(C).

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