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Family holidays with autistic children: An exploratory study of parents’ emotion work due to service delivery failure

Allan Jepson, Raphaela Stadler, Brian Garrod Orcid Logo, Stephen Page

Tourism Management

Swansea University Author: Brian Garrod Orcid Logo

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Abstract

There is growing recognition that autistic children face significant emotional challenges during a family holiday. Interviews with parents of autistic children in the UK and Ireland were undertaken to explore parents’ perceptions of the role of emotions in service delivery failure. Inductive latent...

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Published in: Tourism Management
ISSN: 0261-5177 1879-3193
Published: Elsevier BV
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URI: https://cronfa.swan.ac.uk/Record/cronfa71772
first_indexed 2026-04-21T10:16:53Z
last_indexed 2026-05-12T08:38:12Z
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spelling 2026-05-11T14:57:23.4945445 v2 71772 2026-04-21 Family holidays with autistic children: An exploratory study of parents’ emotion work due to service delivery failure 4f81981d78ed3082b232463da24d1bb9 0000-0002-5468-6816 Brian Garrod Brian Garrod true false 2026-04-21 CBAE There is growing recognition that autistic children face significant emotional challenges during a family holiday. Interviews with parents of autistic children in the UK and Ireland were undertaken to explore parents’ perceptions of the role of emotions in service delivery failure. Inductive latent analysis found four types of service delivery gap, each associated with uncertainty about who is responsible for managing emotions: this is termed ‘emotion work’ when undertaken by parents and ‘emotional labour’ when it is performed by staff. The findings suggest that there is a need for a more complete understanding of the use of emotions in recovery after instances of service delivery failure, particularly with regard to distinguishing between the concepts of emotion work and emotional labour. An important implication is that tourism businesses may need to adapt their service provision through staff training and development schemes that recognise the importance of emotions in supporting autistic children. Journal Article Tourism Management Elsevier BV 0261-5177 1879-3193 Autism, family holidaymaking, emotion work, emotional labour, service delivery failure 0 0 0 0001-01-01 In press COLLEGE NANME Management School COLLEGE CODE CBAE Swansea University Not Required 2026-05-11T14:57:23.4945445 2026-04-21T11:12:08.3286868 Faculty of Humanities and Social Sciences School of Management - Business Management Allan Jepson 1 Raphaela Stadler 2 Brian Garrod 0000-0002-5468-6816 3 Stephen Page 4
title Family holidays with autistic children: An exploratory study of parents’ emotion work due to service delivery failure
spellingShingle Family holidays with autistic children: An exploratory study of parents’ emotion work due to service delivery failure
Brian Garrod
title_short Family holidays with autistic children: An exploratory study of parents’ emotion work due to service delivery failure
title_full Family holidays with autistic children: An exploratory study of parents’ emotion work due to service delivery failure
title_fullStr Family holidays with autistic children: An exploratory study of parents’ emotion work due to service delivery failure
title_full_unstemmed Family holidays with autistic children: An exploratory study of parents’ emotion work due to service delivery failure
title_sort Family holidays with autistic children: An exploratory study of parents’ emotion work due to service delivery failure
author_id_str_mv 4f81981d78ed3082b232463da24d1bb9
author_id_fullname_str_mv 4f81981d78ed3082b232463da24d1bb9_***_Brian Garrod
author Brian Garrod
author2 Allan Jepson
Raphaela Stadler
Brian Garrod
Stephen Page
format Journal article
container_title Tourism Management
institution Swansea University
issn 0261-5177
1879-3193
publisher Elsevier BV
college_str Faculty of Humanities and Social Sciences
hierarchytype
hierarchy_top_id facultyofhumanitiesandsocialsciences
hierarchy_top_title Faculty of Humanities and Social Sciences
hierarchy_parent_id facultyofhumanitiesandsocialsciences
hierarchy_parent_title Faculty of Humanities and Social Sciences
department_str School of Management - Business Management{{{_:::_}}}Faculty of Humanities and Social Sciences{{{_:::_}}}School of Management - Business Management
document_store_str 0
active_str 0
description There is growing recognition that autistic children face significant emotional challenges during a family holiday. Interviews with parents of autistic children in the UK and Ireland were undertaken to explore parents’ perceptions of the role of emotions in service delivery failure. Inductive latent analysis found four types of service delivery gap, each associated with uncertainty about who is responsible for managing emotions: this is termed ‘emotion work’ when undertaken by parents and ‘emotional labour’ when it is performed by staff. The findings suggest that there is a need for a more complete understanding of the use of emotions in recovery after instances of service delivery failure, particularly with regard to distinguishing between the concepts of emotion work and emotional labour. An important implication is that tourism businesses may need to adapt their service provision through staff training and development schemes that recognise the importance of emotions in supporting autistic children.
published_date 0001-01-01T06:30:06Z
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score 11.105204

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