This Handbook provides a current and comprehensive volume on the conceptual, theoretical and applied advancements on the behaviour of hospitality and tourism consumers, conveying the latest thinking and research. It offers significant new insight into service quality management, customer satisfaction behaviour, loyalty building behaviour, current impacts pertaining to online customer behaviour and how this can be applied to successful consumer lead marketing and management practices.
This Handbook provides a current and comprehensive volume on the conceptual, theoretical and applied advancements on the behaviour of hospitality and tourism consumers, conveying the latest thinking and research. It offers significant new insight into service quality management, customer satisfaction behaviour, loyalty building behaviour, current impacts pertaining to online customer behaviour and how this can be applied to successful consumer lead marketing and management practices.
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.
Inhaltsangabe
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
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
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