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
Saurabh Kumar Dixit
Section 1 Overview of Consumer Behaviour
1.Conceptual Foundation of Consumer Behaviour
2. Revisiting the Sociology of Consumption in Tourism
Korstanje Maximiliano and Hugues Seraphin
3. Exploring Tourist Transformation: from Need to Desire to Experience
Ronnie Ballantyne, Finlay Kerr, Shirley Rate and Luiz Moutinho
4. Factors Affecting Tourist Buying Behaviour
Jennifer Kim Lian Chan and Azilah Kasim
5. The Role and Influence of Emotions on Tourist Behaviour
Gabrielle Walters and Shanshi Li
6. Consumer Information Seeking Behaviour
Gaitree (Vanessa) Gowreesunkar and Saurabh Kumar Dixit
7. Now and When: Reflecting on Some Realities of Consumer Behaviour in the Hospitality Industry
Roy C Wood
8. Ethical Issues of Consumer Behaviour
Ann Hindley and Xavier Font
9. Cross - Cultural Issues of Consumer Behaviour in Hospitality and Tourism
Clare Hindley and Melanie Kay Smith
Section 2 Service Quality Vis-A-Vis Consumer Behaviour
10. Service Quality: Customers' Perspective
David Drewery and Ron McCarville
11. Management Perception of Service Quality
Ana Oliveira - Brochado and Paulo Rita
12. Measuring Service Quality
Aijing Liu, Emily Ma and Christy Yen Nee Ng
13. Application of Total Quality Management in Tourism Sector
Aparna Raj and Saurabh Kumar Dixit
14. The Impact of Music’s Volume and Tempo on Dining Consumers’ Behaviours and
Perceptions of Quality
Michael C. Ottenbacher, Robert J. Harrington and Anja Treuter
15. Service Experiences in the Tourism and Hospitality Industry: Conceptualization and Measurement
Girish Prayag, Jörg Finsterwalder and C. Michael Hall
16. Innovations in Experience
Valentina Della Corte and Giovanna Del Gaudio
Section 3 Customer Satisfaction Perspective
17. Service, Emotional Satisfaction and Behaviour Patterns
David Drewery and Ron McCarville
18. Attributes Influencing Customer Satisfaction in Tourism
Gaitree (Vanessa) Gowreesunkar and Stelios Varvaressos
19. Customer Satisfaction and Pricing Decisions
20. Destination Image, Customer Satisfaction And Behavioural Intentions: The State-Of-The-Art and A New Research Agenda
Anestis Fotiadis, MariosSotiriadis and Chris A. Vassiliadis
21. Customer Delight from Hospitality and Tourism Experience
Jianyu Ma and Noel Scott
22. Cruise Passenger's Travel Patterns, Behavioural Intentions and Motivations
Abdullah Tanrisevdi and Vedat Acar
23. Customer Complaint Behaviour
Poh Theng, Loo
24. Enhancing Service Recovery Performance through Error Management Culture
Section 4 Consumer Loyalty Outlook
25. Antecedents of Consumer Loyalty
Christy Yen Nee Ng, Brian KeeMun Wong and Emily Ma
26. Developing a Consumer Loyalty Model
Jeynakshi Ladsawut and Robin Nunkoo
27. Customer Engagement in Building Consumer Loyalty
Keith H. Mandabach
28. Consumer Loyalty Trends in the Hotel Industry
29. Brand Experience and Loyalty
Camille Erika Kapoor and Renata FernandesGuzzo
30. Relationship Marketing on Social Software Platforms
Sandra Maria CorreiaLoureiro and Eduardo MoraesSarmento
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
Ulrike Gretzel and Kyung Hyan Yoo
33. Social Media and the Desire for Authentic Travel Experiences
Bonita M. Kolb
34. Travel Review Websites and Interactive Travel Forums
Marios Sotiriadis, Anestis Fotiadis and Chris A. Vassiliadis
35. The Potential for eWOM to affect Consumer Behaviour in Tourism
Alana Harris and Bruce Prideaux
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
Shirley Rate, Ronnie Ballantyne, Finlay Kerr and Luiz Moutinho
38. Electronic Customer Relationship Management and Customer Satisfaction
Melissa A. Baker
Section 6 Emerging Dimensions of Consumer Behaviour
39. Technological Advancements Shaping Consumer Behaviour
Ali Bavik, Henrique Fátima Boyol Ngan and Erdogan Ekiz
40. Exploring Consumer Behaviour at Slow Food Festivals in Rural Destinations
Samuel Adeyinka-Ojo and Catheryn Khoo-Lattimore
41. Smartphone Technological Advancement and Consumers
Sarah Gardiner, Joan Carlini and Noel Scott
42. Usability Analysis of Augmented Reality for Tourism Destination Image Promotion
Azizul Hassan and Neda Shabani
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
Luke R. Potwarka and Kai Jiang
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.
Featured Author Profiles
'Tourism and hospitality consumption patterns are changing rapidly, propelled by the ubiquity of new technologies. Practitioners and scholars face the challenge of keeping up to date with the diverse and multi-disciplinary consumer behavior literature. This authoritative handbook addresses the need for a comprehensive collation of contributions by leading and emerging authors which balances the latest developments with more established guiding principles. The various chapters feature many informative international case studies that are drawn from settings across the tourism and hospitality field.'- Brian King, Professor & Associate Dean, School of Hotel & Tourism Management, The Hong Kong Polytechnic University
'What is in-store for you when reading this Routledge handbook: equal in-depth treatment of both the tourism and hospitality disciplines, global coverage by scholars from more than 30 nations across five continents, many original contributions to theory, all chapters with discussions of a set of useful references, most chapters include a useful case study told as a story followed by generalizable insights. This handbook is highly readable and useful—a go-to source book for early, mid, and late career tourism, hospitality, management, and marketing scholars who want to do both useful and high impact research in tourism and/or hospitality.'- Arch G. Woodside, Professor of Marketing, Curtin University, Australia
'Consumer behaviour in tourism and hospitality has always been a pivotal research area looking at tourists’ preferences, expectations and motivations. The questions of what "pushes" and "pulls" travellers to specific destinations, how exogenous and endogenous constraints influence travel behaviour, and how tourists’ background characteristics shape travel patterns are all crucial to tourism and hospitality operators. This volume is a vital new source for answering the above questions and many others. I welcome this new and important book and highly recommend it as essential reading for practitioners and students alike.'- Yoel Mansfeld, Professor and Head, Center for Tourism, Pilgrimage & Recreation Research, University of Haifa, Israel
EXCERPTS OF BOOK REVIEWS PUBLISHED IN TOURISM JOURNALS
The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism, Saurabh Kumar Dixit (ed.), London, Routledge, 2017, pp. +483, £150 (hbk), ISBN 9781138961678
The contributing authors in the Handbook provide a smooth intermixture of foundational theoretical body of knowledge and newly emerging trends in consumer behaviour based on the latest advancements of ICT. This makes the book appropriate for both beginners and advanced researchers and educators not only in the field of Tourism and Hospitality but in the area of Marketing, Relationship marketing, Management and Consumer behaviour as well. Most of the chapters include challenging propositions for future empirical research. The impressive number of case studies and practical examples, illustrating the theoretical and conceptual frameworks, adds significant value to the collection.
European Journal of Tourism Research 19 (2017) reviewed by Nina Zlateva, Varna University of Management, Varna, Bulgaria.
The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism, edited by Saurabh Kumar Dixit is a very comprehensive collection of chapters focused on consumer behavior and all its facets and is a solid reference tool for the field. Examining the field of consumer behavior from an applied perspective emphasizes the important role in determining the amount of autonomy given to service employees in solving consumer behavior issues (Bowen & Lawler, 1992, 1995). This statement focuses on the tie between consumer behavior and the service industries most specifically hospitality and tourism. This text provides multiple examples of all aspects of consumer behavior and is well organized. Chapters can be a catalyst for discussion if used in a class and/or a great reference tool. Faculty can also utilize the multiple case studies as teaching and learning tools.
Anatolia 30:1 (2019) reviewed by Robert M. O’Halloran, Professor, School of Hospitality Leadership, East Carolina University, Greenville, NC, USA
Although a plethora of literature has been published so far on CB in tourism, only a few extensive studies exist in this area. The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism edited by Sauarbh Kumar Dixit is one among such studies. The editor of this handbook deserves appreciation for assembling and editing such a bulky volume on CB for print. The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism has covered the themes such as customer satisfaction, consumer trust and loyalty, emotions, influence of technological advancement including web technology and social media, ethical issues and cross-cultural issues of CB in detail. It is a valuable collection for students and others involved in tourism and hospitality marketing.
Tourism Recreation Research, 44:1 (2019) reviewed by Syed Masood Ansar Naqvi, Centre for Tourism Research & Development, India.
Trying to understand why consumers are choosing certain tourism products and services over others constitutes an essence of tourism and hospitality marketing. However, the topic is very broad and there is a plethora of approaches and studies from all over the world dealing with this issue. The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism is exactly the book that was required for conceptualizing the existing vast globalized body of literature, concepts and ideas. It provides a comprehensive all-inclusive overview of consumer behaviour from different viewpoints and uses many relevant case studies from tourism and hospitality.
Hospitality & Society, 10:1 (2020) reviewed by Wadim Strielkowski, Professor, Prague Business School, Czech Republic.
It is indeed an achievement of the editor, Saurabh Kumar Dixit, to organise and draw together 46 chapters on the important theme of consumer behaviour with specific reference to hospitality and tourism. In particular, the nationality mix of authors is impressive. Europe, the United Kingdom, South Asia, Australia and New Zealand are all well represented. The Handbook is hard work and will suit only the ardent graduate student and researcher.
Journal of Hospitality and Tourism Management, 36 (2018) reviewed by Philip Pearce, Foundation Professor of Tourism, James Cook University, Australia.
The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism makes an important contribution for a comprehensive understanding of consumer behaviour in tourism and hospitality. Although the book as a whole hefty in size, the chapters provide succinct information without boring the reader. The chapters contain short case studies, vignettes to enhance understanding consumer behaviour topics. Although most chapters are conceptual chapters in the text book format, there are chapters in research monograph format too. The book is an extremely valuable source of reference for tourism and hospitality research students and researchers who would like to explore a wide variety aspects of consumer behaviour in tourism and hospitality.
Annals of Tourism Research, 70 (2018) reviewed by Erdogan Koc, Professor, Bandirma Onyedi Eylul University, Turkey.