Hospitality Consumer Behaviour and Insight

This presentation provides an overview of consumer behavior and insight in the hospitality industry. It discusses the factors that influence consumer behavior, the impact of digital technology, the challenges of quality service delivery, and emerging consumer trends. The presentation emphasizes the importance of understanding consumer behavior and leveraging insights to develop effective strategies in the hospitality industry.

Hospitality Consumer
Behaviour and Insight
Task 1

Introduction
• Consumer behavior and insight assist the organization to leverage all the
essential information regarding the buying pattern or preferences of target
audience.
• It basically offer the better approach that is required to carry out communication
with current as well as prospective customer effectively.

Influence the customer behaviour
• Consumers plays prominent place in the market
as they are the ultimate user of product and
services and help the organisation to gain
profitability.
• Consumer behaviour is basically the study of
an individual which is done by the organisation
to identify the existing needs of customer and
bring alteration in the offerings accordingly.

Factors that influences consumer behavior
• Cultural: It include the value, perception, behavior as well as liking of the
customer that can directly affect market.
• Social: It include the referral groups of an individual such as family, friends or
relative that usually have strong influence over the consumer while making the
final choice.

Continue…
• Personal: It include the occupation, age, economic condition or the personality
of an individual that are considerable essential while making the choice of the
place by customer.
• Psychological: It represent the customer satisfaction or the expectation for the
desired services. The needs to customer vary after a certain duration with the
change in trend due to which they react differently for different services offered
by hospitality industry.

Impact of digital technology on consumer behaviour
• Maintain E-CRM: Digital technology has offered the wide range of opportunity
to hospitality company as it can penetrate the large audience by communicating
values via digital platform.
• Largely emphasize on customer care: With the help of digital technology IHG
company has offered immense attention on the queries or grievances of customer.

The challenges of quality service delivery
• The main challenge for the service deliver is that it is bit changeling for the
company to understand the diverse market and meet the expectation of customer.
• As IHG hotel which is the part of hospitality sector contain the immense
information of the customer like regarding their arrival, preferences or purpose of
stay.

Emerging consumer trends
• Healthy eating habits: Earlier the hospitality industry consist of restaurant that
serve fast food as well as by selling alcoholic.
• Sustainability: Increasingly awareness of stakeholders for environment prefer
those hotels or restaurant that function ethically and promote environment
friendliness.

Conclusion
It has been concluded that customer behaviour is a valuable part of an organisation
that need to be clearly studied by an organisation in order to prepare best suited
strategy. The hospitality industry need to analyse the external factor effectively so
that they can bring the best possible changes in the functioning of an organisation and
target the market effectively.

References
Björk, P. and Kauppinen-Räisänen, H., 2015. Contemporary insights to the dynamic
pre-trip information sourcing behaviour. Tourism and Hospitality Research.
15(1). pp.39-53.
Gao, Y. L., Mattila, A. S. and Lee, S., 2016. A meta-analysis of behavioral intentions
for environment-friendly initiatives in hospitality research. International Journal
of Hospitality Management. 54. pp.107-115.

Thank You