Affiliation:
1. Oxford Brookes University,
Abstract
The study of satisfaction and dissatisfaction on long-haul tours leads to a methodological appraisal regarding the strengths of a phenomenological, qualitative research approach and, in particular, the technique of participant observation. This is contrasted with the potential limitations of a positivist quantitative approach centred on customer service questionnaires (CSQs). The participant observation is illustrated with reference to a case study of tourists on a long-haul tour to Malaysia and Singapore from Britain.
Subject
Tourism, Leisure and Hospitality Management
Cited by
14 articles.
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