Hospitality Consumer Behaviour and Insight

This presentation explores the factors that influence consumer behaviour and attitudes in the hospitality industry, the challenges of delivering quality services, the impact of digital technology on changing customer attitudes and behaviours, and the emerging consumer trends affecting the industry.

Hospitality
Consumer
Behaviour Insight
Hospitality Consumer
Behaviour and Insight
TASK 1

Table of Content
 Introduction
 The different factors that influence consumer behaviour and attitude
 Challenges while providing quality services
 Impact of digital technology on changing customer attitudes and behaviours
 Emerging customers trends
 Conclusion
 References

Introduction
Consumers are considered as key players for all institutions as understanding
their behaviour helps entities to gain revenues. The presentation includes
factors influencing behaviour of consumers, challenges of delivering
quality services, digital technology impacts and emerging consumer trends
that affects hospitality industry.

The different factors that influence
consumer behaviour and attitudes
Hospitality industry is one of the unique
sector that delivers substantial
commodities together with
unsubstantial services like atmosphere,
spa services, accommodation and
food. Hence, consumer behaviour is
significant as well as predominately
complicated towards the industry.

Continue..
The factors that contributed more on impacting behaviour of consumers are
as follows:
Cultural factors: Culture is fundamental field which influences human
wants. It includes traditions, moral values and perceptions of consumers.
Within a culture smaller sub culture also exists that provide distinct
identification and socialising methods.
Personal factors: Individual factors concerned with consumers which
strongly influences their purchase behaviour are termed to personal
factors. It includes lifestyle, values, age, occupation and income of an
individual.

Continue...
Social factors: Social circle as well as who individual interacts with also
affects their choices addition to decisions. Elements within the factor are
family, status, reference groups and social roles within society.
Psychological factors: These are concerned with individual psychology
which drives their actions for hunting satisfaction. Perception, attitude,
motivation addition to learning are basic psychological factors that are
considered by marketing analysts for directly influencing consumer decisions.

Challenges of quality service delivery to
meet consumer expectations
During quality services are delivered to consumers within hospitality industry, administrators of
Old Parsonage Hotel faces uncountable challenges in order to meet expectations with
requirements of potential customers. Some challenges are:
Understanding expectations of customer: As customer expectations changes with passage of
time, managers of selected hotels faces challenge to carefully understand existing needs or
expected service so that they can offer them in current context.
Assurance: To assure a consumer that quality services will be delivered to them as per their
expectations is also difficult as organisation themselves do not have any idea about customer
expectations and accordingly serving them services.

Impact of digital technology on changing
consumer behaviour and attitudes
As digital technology is changing with fast speed that results in changing
behaviours as well as attitudes of consumers. Digital technology plays
crucial role in providing updated information about any product of service
that hospitality industry offers which can changes behaviour of consumer
to great manner. Due to this, consumer makes more explanations and
demands that creates issues for entities to meet their expectations that
directly impacts on changing attitude of potential clients in context to
perceiving entity.

Emerging consumer trends affecting the
Hospitality Industry
With changing market conditions, various consumer trends have emerged that
impacts on overall hospitality industry. Some are:
Sustainability: Now a days, increasing awareness of consumers for
environment prefers to select those hospitality institutions that functions
ethically as well as makes promotions for environment friendliness.
New staff roles: In modern era, Customers prefers to make bookings through
digital technologies. Fro this, hospitality based organisations have to hire
competent personnels having roles to manage customers digitally.

Conclusion
The PPT concluded that understanding customer behaviour is key for entities to
remain in market. Factors that widely impacts attitudes and behaviour of
targetted customers are personal, cultural, social and psychological factors.
Challenges while delivering quality services are understanding customer
expectations and providing assurance. Emerging consumer trends are
considered as new staff role and sustainability.

References
Bell, J., 1999. ‘Doing your research Project’. (3rd Ed) Buckingham: Open
University Press.
Hudson, S. and Hudson, L., 2017. Marketing for tourism, hospitality &
events: a global & digital approach. Sage.

THANK YOU