Consumer behaviour is one of the most explored topics in tourism and hospitality marketing, interchangeably denoted by the terms ‘traveller behaviour’, ‘tourist behaviour’ or ‘guest behaviour’. Consumer behaviour acts as an origin for every tourism and hospitality marketing activity. It offers an understanding of why people tend to choose certain products or services and what sort of factors influence them in making their decision. The decision process of buying tourism products or services takes time, because they are mostly intangible in nature due to which there are many risks involved in their buying process.
The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism aims to explore and critically examine current debates, critical reflections of contemporary ideas, controversies and pertinent queries relating to the rapidly expanding discipline of consumer behaviour in hospitality and tourism. The Handbook offers a platform for dialogue across disciplinary and national boundaries and areas of study through its diverse coverage. It is divided into six parts: Part I offers an overview of consumer behaviour; Part II focuses on the service quality perspectives of consumer behaviour; Part III deliberates on customer satisfaction and consumer behaviour linkages; Part IV explores the re-patronage behaviour of consumers; Part V addresses the vital issues concerning online consumer behaviour; and Part VI elaborates upon other emerging paradigms of consumer behaviour. Although there is no dearth of empirical studies on different viewpoints of consumer behaviour, there is a scarcity of literature providing conceptual information. The present Handbook is organised to offer a comprehensive theoretical body of knowledge narrating consumer behaviour, especially for hospitality and tourism businesses and operations. It attempts to fill this research gap by offering a 'globalised' volume comprising chapters organised using both practical and academic approaches.
This Handbook is essential reading for students, researchers and academics of Hospitality as well as those of Tourism, Marketing, International Business and Consumer Behaviour.
Table of Contents
Introduction; Section 1 Overview of Consumer Behaviour; 1.Conceptual Foundation of Consumer Behaviour; 2. Revisiting the Sociology of Consumption in Tourism; 3. Exploring Tourist Transformation: from Need to Desire to Experience; 4. Factors Affecting Tourist Buying Behaviour; 5. The Role and Influence of Emotions on Tourist Behaviour; 6. Consumer Information Seeking Behaviour; 7. Now and When: Reflecting on Some Realities of Consumer Behaviour in the Hospitality Industry; 8. Ethical Issues of Consumer Behaviour; 9. Cross - Cultural Issues of Consumer Behaviour in Hospitality and Tourism; Section 2 Service Quality Vis-A-Vis Consumer Behaviour; 10. Service Quality: Customers' Perspective; 11. Management Perception of Service Quality; 12. Measuring Service Quality; 13. Application of Total Quality Management in Tourism Sector; 14. The Impact of Music’s Volume and Tempo on Dining Consumers’ Behaviours and ; Perceptions of Quality; 15. Service Experiences in the Tourism and Hospitality Industry: Conceptualization and ; Measurement; 16. Innovations in Experience; Section 3 Customer Satisfaction Perspective; 17. Service, Emotional Satisfaction and Behaviour Patterns;18. Attributes Influencing Customer Satisfaction in Tourism;19. Customer Satisfaction and Pricing Decisions;20. Destination Image, Customer Satisfaction And Behavioural Intentions: The State-Of-The-; Art and A New Research Agenda; 21. Customer Delight from Hospitality and Tourism Experience; 22. Cruise Passenger's Travel Patterns, Behavioural Intentions and Motivations; 23. Customer Complaint Behaviour; 24. Enhancing Service Recovery Performance through Error Management Culture; Section 4 Consumer Loyalty Outlook; 25. Antecedents of Consumer Loyalty; 26. Developing a Consumer Loyalty Model ; 27. Customer Engagement in Building Consumer Loyalty; 28. Consumer Loyalty Trends in the Hotel Industry; 29. Brand Experience and Loyalty; 30. Relationship Marketing on Social Software Platforms; 31. Destination Branding and Customer Behavioural Intentions: The Case of Istanbul as a ; Cultural Destination Brand; Section 5 E - Consumer Behaviour; 32. Social Media in Hospitality and Tourism; 33. Social Media and the Desire for Authentic Travel Experiences; 34. Travel Review Websites and Interactive Travel Forums; 35. The Potential for eWOM to affect Consumer Behaviour in Tourism; 36. The Travel Distribution System and Information and Communication Technologies (ICT) ; 37. Marketing Communications in Tourism and Hospitality: Trends and Implications of An Online Environment; 38. Electronic Customer Relationship Management and Customer Satisfaction; Section 6 Emerging Dimensions of Consumer Behaviour; 39. Technological Advancements Shaping Consumer Behaviour; 40. Exploring Consumer Behaviour at Slow Food Festivals in Rural Destinations; 41. Smartphone Technological Advancement and Consumers; 42. Usability Analysis of Augmented Reality for Tourism Destination Image Promotion; 43. Servicescape for Hospitality and Tourism Consumers; 44. Socially Responsible and Sustainable Practices: How to Involve Tourists and Guests?; 45. Tourism Industry Adaptation to a Changing Consumer Market: A Case Study of New Zealand ; 46. Consumer Behaviour and the Olympic Games
Saurabh Kumar Dixit is an Associate Professor and Founding Head of the Department of Tourism and Hotel Management, North-Eastern Hill University, Shillong (Meghalaya), India. He holds a Bachelor's degree in Hotel Management and Catering Technology, a Master's degree in Tourism Management and a Doctorate (PhD) in Hotel Management. His research interests include Consumer Behaviour, Service Marketing, Consumer Loyalty and Guest Satisfaction in hospitality and tourism contexts. He has worked for more than 15 years in a number of Indian universities/educational institutes and has also successfully completed different research projects relating to hospitality and tourism management. He has written seven books on diverse themes of tourism in addition to many research papers. He is an editorial board member of several scientific journals, and is also an active reviewer for many international journals such as the International Journal of Contemporary Hospitality Management, Tourismos and Anatolia.