Strong emphasis on the role of the tour leader on guided trips.
Refers to repeat custom and its importance as well as referral.
Possible idea for spin off article on the role the tour leader plays in RT
Reference made to the intangible nature of service offered pg 305
pg 307 goes into much more detail regarding expecatations and looks at the theoretical side of things - 'zone of tolerance' 'zone of uncertainty'
and then the 9 theories to evaluate satisfaction.
PERFORMANCE
EQUITY
ATTITUDE
HEDONISM
pg310 goes into the rational behind observation - more 311
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