This article explores the provision of extraordinary hedonic experiences on commercial, multiday river rafting trips in the Colorado River basin. White water river rafting provides a dramatic illustration of some of the complex features of delivering an extraordinary experience. Multiple methods were employed over two years of data collection to articulate the lived meaning of this experience from both the guides' and the consumers' perspectives. Robust quantitative measures were developed from rich qualitative data. Participant observation and interview data enriched the interpretation of quantitative results. Experiential themes of personal growth and self-renewal, “communitas,” and harmony with nature are evidenced across the data; they evolve and are woven together over the course of the trip. Together they are significant in explaining overall satisfaction. There is a complex relationship between client expectations and satisfaction. The narrative of the rafting experience rather than relationships between expectations and outcomes is shown to be central to its evaluation. Implications for other services and consumption activities are discussed.

River Magic: Extraordinary Experience and the Extended Service Encounter

Preface Preface to the Second Edition Preface to 3.0 Theories Mass Tourism Economies Working under the Gaze Changing Tourist Cultures Places, Buildings and Design Vision and Photography Performances Risks and Futures

The tourist gaze 3.0

Has the cell phone forever changed the way people communicate? The mobile phone is used for “real time” coordination while on the run, adolescents use it to manage their freedom, and teens “text” to each other day and night. The mobile phone is more than a simple technical innovation or social fad, more than just an intrusion on polite society. This book, based on world-wide research involving tens of thousands of interviews and contextual observations, looks into the impact of the phone on our daily lives. The mobile phone has fundamentally affected our accessibility, safety and security, coordination of social and business activities, and use of public places. 

Based on research conducted in dozens of countries, this insightful and entertaining book examines the once unexpected interaction between humans and cell phones, and between humans, period. The compelling discussion and projections about the future of the telephone should give designers everywhere a more informed practice and process, and provide researchers with new ideas to last years.

*Rich Ling (an American working in Norway) is a prominent researcher, interviewed in the new technology article in the November 9 issue of the New York Times Magazine. 
*A particularly "good read", this book will be important to the designers, information designers, social psychologists, and others who will have an impact on the development of the new third generation of mobile telephones. 
*Carefully and wittily written by a senior research scientist at Telenor, Norway's largest telecommunications company, and developer of the first mobile telephone system that allowed for international roaming.

Table of Contents

Preface
Acknowledgments
Chapter 1: Introduction
Chapter 2: Making Sense of Mobile Telephone Adoption Chapter 3: Safety and Security
Chapter 4: The Coordination of Everyday Life
Chapter 5: The Mobile Telephone and Teens
Chapter 6: The Intrusive Nature of Mobile Telephony
Chapter 7: Texting and the Growth of Asynchronous Discourse
Chapter 8: Conclusion: The Significance of Osborne's Prognosis
Appendix
Endnotes
Bibliography
Index

The Mobile Connection: The Cell Phone's Impact on Society

The authors describe commercial friendships that develop between service providers and clients as one important type of marketing relationship. They report results of five studies that employ quant...

Commercial Friendships: Service Provider--Client Relationships in Context

The authors advance a framework for analysis and comparison of service encounters using three neglected dimensions—duration, affective content, and spatial proximity. They focus on service encounte...

Going to Extremes: Managing Service Encounters and Assessing Provider Performance:

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