Harris, Lloyd C. (2012) 'Ripping off' tourists : an empirical evaluation of tourists' perceptions and service worker (mis)behavior. Annals of Tourism Research , Vol.39 (No.2). pp. 1070-1093. doi:10.1016/j.annals.2011.12.002

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Abstract

Studies of service assume that service failures are solely attributable to incompetence or ineptitude. This is contrary to studies which find that service workers routinely act in deviant ways. In Study 1, we aim to explore the extent to which tourists believe that they have been ripped off by service workers. This study finds that 48% of all tourists and 56% of international tourists believe that service personnel have ripped them off. In Study 2, the aim is to investigate how service workers exploit their role to undertake acts of deception. This study finds that some service workers deliberately target tourists to dupe then into paying more for services than non-tourist customers. The paper culminates with a discussion of implications.

Item Type:	Journal Article
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Social Sciences > Warwick Business School > Marketing & Strategic Management Faculty of Social Sciences > Warwick Business School
Journal or Publication Title:	Annals of Tourism Research
Publisher:	Elsevier
ISSN:	0160-7383
Official Date:	April 2012
Dates:	Date Event April 2012 Published
Volume:	Vol.39
Number:	No.2
Page Range:	pp. 1070-1093
DOI:	10.1016/j.annals.2011.12.002
Status:	Peer Reviewed
Publication Status:	Published
Access rights to Published version:	Restricted or Subscription Access

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