Performance on the Frontline of Tourist Decision Making

Abstract

There have been recent calls to reconceptualize tourist decision-making models. This study presents evidence for a model that depicts on-site tourist decision making as a socially embedded (discursive) performance in which frontline tourism staff members play key roles. Such performances aim to achieve tourism experiences that serve the multiple interests of participants in the decision-making process. Interviews with frontline staff in Canterbury, New Zealand, revealed a “performance” in which a complex set of discursive skills, interpersonal strategies, and service attributes were displayed. Together these generate—via conversation—socially embedded environments of trust that, in turn, lead to outcomes optimized for decision-making effort, decision justifiability, and the avoidance of negative emotions. Findings are discussed within the framework of the “discursive action model,” which highlights a process that has appropriate tourist experience, deemed authentic, as its goal.

How subjective knowledge influences intention to travel

“…By consequence, tourists take further actions in a step-by-step development where phases are linked to each other in a cause-effect relation. These phases are: (a) awareness and recognition of a problem, (b) goal/objective formulation, (c) generating an alternative set of options, (d) extensive information search, (e) careful evaluation of alternatives, (f) complex choice strategies, (g) action based upon the decision, and (h) post-purchase evaluation (e.g., Andreason, 1965;Engel, Blackwell, & Miniard, 1986;Wilson & Moore, 2018).…”

Creating the Extraordinary: The Social Practices of a Fantasy Event

“…Goffman (1959) makes a distinction between front stage settings, in which people present their identities in public and manage impressions, and backstage settings, which are not part of the public performance and where the performer can relax. Goffman's (1959) performance metaphor has become an established approach for analyzing tourism practices (Cohen & Cohen, 2012;Edensor, 2001;Larsen & Urry, 2011, Wilson & Moore, 2018MacCannell, 1973;1999). This has changed the way of thinking about tourism as being out of the ordinary (Larsen, 2008), because, instead of a way to escape everyday life, tourism becomes a way of performing it.…”

Changing identities through collective performance at events: the case of the Redhead Days

“…Since then, performance has become of vital importance in analysing leisure and tourism practices (Cohen & Cohen, 2012;Larsen & Urry, 2011;Platt, 2011;Quinn, 2007;Wilson & Moore, 2018). As a result of the 'performance turn' (Larsen, 2012;Larsen & Urry, 2011), people are seen as active participants in creating their realities, instead of passively consuming what is presented to them.…”