Geva 1989

Changes in the perception of a service during its consumption: A case of organised tours

Quite interesting and remarkably straight forward. 15 item scale - pre tour, post tour
Look at comparative rankings. What changes? why?
Scale put together using lit review, industry informants, and consumers.
The key difference was the terrible ranking of the tour operator post-tour compared to pre-tour.
Why was this? Not really diagnostic - this model.