“Accessibly written and thoughtfully edited, making it essential reading for those studying hospitality and embarking on a career in the industry.” - Peter Lugosi, Oxford School of Hospitality Management “This text is a fascinating read… Roy Wood has spent 25 years teaching, researching and writing on the hospitality industry - much of that learning is here in this book.” - Erwin Losekoot, Auckland University of Technology “All different aspects of the hospitality industry are elaborated on… All in all a wonderful course book for for our students!” - Claudia Rothwangl, ITM College This book covers the major concepts students are likely to encounter throughout their study within the hospitality management, giving a comprehensive and up-to-date overview as well as providing engaging everyday examples from around the world. A leading figure in the field, Roy Wood has successfully gathered international contributors with direct experience of hospitality management and the hospitality industry as a whole, ensuring the academic, geographical and practical integrity of the book. Key Concepts in Hospitality Management is written for undergraduate students and those studying short postgraduate or executive education courses in hospitality management, events management, tourism management and leisure management.
Chapter : Editor's Introduction
Consumer Behaviour in Hospitality
See also: Customer relationship management in hospitality; Marketing in hospitality; Service quality in hospitality
Consumer behaviour is the study of why, where, when and how consumers buy, or do not buy a product or service (Jobber, 2001; Neal, 2004). Put another way, one can say that consumer behaviour is the culmination of reasons as to why people choose or do not choose to buy something. Research on consumer behaviour combines insights from the disciplines of psychology, sociology, cultural anthropology and economics and, in the hospitality context, focuses on understanding guests and customers and their dispositions and choices. Generally, consumer behaviour research focuses on any or all of the five different stages the consumer goes through when buying something: ...