The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism
Dixit, Saurabh Kumar (EDT)
483 p. 26 cm
Examines themes such as service quality management, customer satisfaction behaviour, loyalty building and issues pertaining to the online consumer base, elaborating the ground-breaking approaches towards consumer behaviour emerging globally.
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
Introduction Saurabh Kumar Dixit Section 1 Overview of Consumer Behaviour 1.Conceptual Foundation of Consumer Behaviour Kuan-Huei Lee 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, Joerg 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 Giampaolo Viglia 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 Priyanko Guchait 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 John Bowen 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 Stella Kladou 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) Roberta Minazzi 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 Fatima 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 Richard Tresidder 44. Socially Responsible and Sustainable Practices: How to Involve Tourists and Guests? Frans Melissen 45. Tourism Industry Adaptation to a Changing Consumer Market: A Case Study of New Zealand Adam Weaver 46. Consumer Behaviour and the Olympic Games Luke R. Potwarka and Kai Jiang