The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism

ISBN-13: 9780367660062 / Angielski / Miękka / 2020 / 484 str.

Saurabh Kumar Dixit

Opis

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.

Spis treści

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

O autorze

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.