Consumer behaviour inspired models of tourist decision-making mirror this distinction between object and process ontologies. Consequently, tourism resists easy definition as a product (object) or service (process), because each tourism experience is a portfolio of products or services (although services usually dominate). Whilst mass customisation is well-established in the production of consumer goods and the delivery of service offerings (Pine, 1992), arguably in no other sector is the customer as involved in the information search for and choices around their purchase than is the case in tourismTourists’ decision-making processes are complex, involving many sub-decisions, occurring continuously from prior to deciding ‘where to go’ through to ‘what are we going to do now we’re here’ and beyond. Many choices are based on contextual ‘facts’. Many more are based on perceptions or evaluative judgements of relatively high-risk decisions, that is, no-one knows how ‘good’ their holiday is going to be until they are experiencing it.