Consumer behaviour models in hospitality and tourism

Authored by: Ioannis S. Pantelidis

The Routledge Handbook of Hospitality Management

Print publication date:  March  2014
Online publication date:  March  2014

Print ISBN: 9780415671774
eBook ISBN: 9781315814353
Adobe ISBN: 9781317804246


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One of the most elusive goals in hospitality management has been to understand how consumers think and how they make their decisions when buying hospitality products. One part of the challenge has been the complexity of the hospitality product, which includes both tangible and intangible elements. The second part of the challenge has been the fact that traditionally researchers had relied on models that were originally designed for tangible purchasing activities. The third and final part is that models have not been a great help in achieving a deeper understanding of consumer behaviour and consumer behaviour research has been moving away from models and towards understanding processes. However, we need to recognise that hospitality research often borrows from other disciplines and thus finds itself a late adopter of approaches that in other fields have reached a new level of understanding.

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