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The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism

Edited by: Saurabh Kumar Dixit

Print publication date:  March  2017
Online publication date:  April  2017

Print ISBN: 9781138961678
eBook ISBN: 9781315659657
Adobe ISBN: 9781317334705

10.4324/9781315659657
 Cite  Marc Record

Book description

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

Prelims Download PDF
Introduction Download PDF
Chapter  1:  Conceptual foundation of consumer behaviour Download PDF
Chapter  2:  Revisiting the Sociology of consumption in tourism Download PDF
Chapter  3:  Exploring tourist transformation Download PDF
Chapter  4:  Factors affecting tourist buying behaviour Download PDF
Chapter  5:  The role and influence of emotions on tourist behaviour Download PDF
Chapter  6:  Consumer information-seeking behaviour Download PDF
Chapter  7:  Now and when Download PDF
Chapter  8:  Ethical issues of consumer behaviour Download PDF
Chapter  9:  Cross-cultural issues of consumer behaviour in hospitality and tourism Download PDF
Chapter  10:  Service quality Download PDF
Chapter  11:  Management perception of service quality Download PDF
Chapter  12:  Measuring service quality Download PDF
Chapter  13:  Application of total quality management in the tourism sector Download PDF
Chapter  14:  The impact of music’s volume and tempo on dining consumers’ behaviours and perceptions of quality Download PDF
Chapter  15:  Service experiences in the tourism and hospitality industry Download PDF
Chapter  16:  Innovations in experience Download PDF
Chapter  17:  Service, emotional satisfaction and behaviour patterns Download PDF
Chapter  18:  Attributes influencing customer satisfaction in tourism Download PDF
Chapter  19:  Customer satisfaction and pricing decisions Download PDF
Chapter  20:  Destination image, customer satisfaction and behavioural intentions Download PDF
Chapter  21:  Customer delight from hospitality and tourism experience Download PDF
Chapter  22:  Cruise passengers’ travel patterns, behavioural intentions and motivations Download PDF
Chapter  23:  Customer complaint behaviour Download PDF
Chapter  24:  Enhancing service recovery performance through error management culture Download PDF
Chapter  25:  Antecedents of consumer loyalty Download PDF
Chapter  26:  Developing a consumer loyalty model Download PDF
Chapter  27:  Customer engagement in building consumer loyalty Download PDF
Chapter  28:  Consumer loyalty trends in the hotel industry Download PDF
Chapter  29:  Brand experience and loyalty Download PDF
Chapter  30:  Relationship marketing on social software platforms Download PDF
Chapter  31:  Destination branding and customer behavioural intentions Download PDF
Chapter  32:  Social media in hospitality and tourism Download PDF
Chapter  33:  Social media and the desire for authentic travel experiences Download PDF
Chapter  34:  Travel review websites and interactive travel forums Download PDF
Chapter  35:  The potential for eWOM to affect consumer behaviour in tourism Download PDF
Chapter  36:  The travel distribution system and information and communication technologies (ICT) Download PDF
Chapter  37:  Marketing communications in tourism and hospitality Download PDF
Chapter  38:  Electronic customer relationship management and customer satisfaction Download PDF
Chapter  39:  Technological advancements shaping consumer behaviour Download PDF
Chapter  40:  Exploring consumer behaviour at slow food festivals in rural destinations Download PDF
Chapter  41:  Smartphone technological advancement and consumers Download PDF
Chapter  42:  Usability analysis of augmented reality for tourism destination image promotion Download PDF
Chapter  43:  Servicescapes for hospitality and tourism consumers Download PDF
Chapter  44:  Socially responsible and sustainable practices Download PDF
Chapter  45:  Tourism industry adaptation to a changing consumer market Download PDF
Chapter  46:  Consumer behaviour and the Olympic Games Download PDF
Index Download PDF
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