Hospitality Consumer Behavior and Insight

This presentation discusses the various factors that influence consumer behavior in the hospitality industry, including cultural, social, personal, and psychological factors. It also explores the impact of digital technology on consumer trends and behaviors. The presentation provides insights into how cultural, social, personal, and psychological factors shape consumer attitudes and behaviors. Additionally, it analyzes emerging trends in consumer behavior and attitudes.

Hospitality Consumer
Behavior and Insight

INTRODUCTION
 Hospitality consumer behaviour refers to the study of individuals, groups or organisation.
It includes all the activities of the consumer related to the purchase , use and disposal of
good and services in the hospitality, it analysis that how attitudes, emotion, preference
impact on the buying consumer behaviour in the hospitality

Different cultural , social, personal and
psychological factors which influence
consumer behaviours:
There are the many social , cultural, personal and psychological factors which impact on the
consumer behaviour or choice in the Hilton hotel. All the factors are playing important role in
influence consumers behaviour or attitude in the Hilton hotel.
 Cultural factors includes the set of values and ideologies of a particular person ,
individuals or group of the people.
 Cultural factors are divided in the three categories That is culture, sub culture and social
classes which influence the consumer behaviour in the Hilton hotel.

CONT..
 Social factors includes the reference groups under the social factors reference groups have
a great potential of influencing consumers behaviour in the Hilton hotel, family
background and roles or status also influence the consumer behaviour or attitude in the
Hilton hotel.
 Consumer will choose that hotel which suites their status to the society for example an
executive working in a multinational bank may prefer the 5 stars hotels for the stay , lunch
and dinner

Consumer trends are changing due to the
impact of digital technology:
In Hilton hotel digital technology is playing important role in changing the customer trends ,
behaviour and attitude. Different ways are briefly discussed below how customer trends or
behaviours are changing in the Hilton hotel due to the use of the digital technology
 Decreased customer attention : The posts and videos are posted online everyday by
Hilton hotel it is a way too much content for customers to consume
 Evolving as networks : Under the Hilton hotel use of the google changed the world
advertising with the introduction of various digital as networks, the rapid growth of the
snap chat ads and Instagram ads offers more options for the consumers to engage with.

CONT..
 Customer expectation gone up : under the Hilton hotel technology has made it very easy
and cheap to create business this has resulted in many business offering related to the
products and services.
Some of the general ways are mentioned under this point that how customers of the Hilton
changes there trends or behaviour due to the use of the different technology under entire hotel
that is social media content, digital optimization , interactive chatbots, voice search etc.

How cultural, social, personal and
psychological factors influence consumer
behaviours and attitudes
There are the various cultural , social , personal and psychological factors that influence
consumer behaviours and attitudes within the Hilton hotel, culture sub culture and social are
influencing the consumer behaviour in the Hilton hotel .
 Reference groups have considered as the potential social factors to influence the
consumers behaviours or attitude under the Hilton hotel the personal factors such as age
cycle , financial and economical status influence the consumer attitude.

Analysis of emerging trends in consumer
behaviour and attitudes:
 The information related to the Hilton hotel is posted social sites every day due to lot of the
content and information its is disturbing many consumers lives because there are no of
emails to reply and lot of the content for the them it impact the consumer in way it
decreases the consumer attraction towards the hospitality industry.
 As technology has evolved and consumer intent is fluctuating, consumer attitude refers as
the feelings of favourable or unfavourable that an individual has towards an object.

CONT..
 Positive attitude in individual is more like to buy a product and this result in the possibility
of like or dislike. consumer attitudes basically comprises of the beliefs , towards and
behavioural intention.
 Beliefs plays a important role for the consumers because consumer can be both positive or
negative. consumers have the particular or various feelings towards some products or
services of the hospitality.

REFERENCES
Books and journals
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 Barr, S., 2017. Household waste in social perspective: values, attitudes, situation and behaviour.
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 Besbes, A and et.al., 2016. A cross-cultural validation of the tourism web acceptance model (T-WAM)
in different cultural contexts. Journal of International Consumer Marketing. 28(3). pp.211-226.
 Han, S.H., Nguyen, B and Simkin, L., 2016. The dynamic models of consumers’ symbolic needs: in
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 Lu, A.C.C., Gursoy, D. and Del Chiappa, G., 2016. The influence of materialism on ecotourism attitudes and
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 Yadav, R., Balaji, M.S. and Jebarajakirthy, C., 2019. How psychological and contextual factors contribute to
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