Consumer Behaviour and Attitudes in the Hospitality Industry

Hospitality
Consumer
Behaviour Insight

Table of Content
 Introduction
 Several factors that influence consumer behaviour and attitude
 Challenges while providing quality services
 Changes in consumer trends due to digital technology
 Emerging customers trends
 Conclusion
 References

INTRODUCTION
Consumer behaviour refers to the study of behaviour of individuals and a group of
people related to select, purchase, use and dispose of several product, services and
ideas in order to satisfy needs and desire of customers. It define all the actions of
customers in the marketplace and motive behind those actions. This following
assignment is based on Hilton which is an American multinational hospitality company
that manages and franchises a range of hotels and resorts. This report will cover
various aspects like several factors of consumers behaviour and the importance of
mapping a path to purchase.

Several factors that affect consumer
behaviour and attitudes
Consumer behaviour reflects the a customers perception and attitude at the time of
purchasing products and services from the market. There are various factors are
available which have huge impact on consumers behaviour like culture, sub-
culture, personality, class, background etc. By evaluating all these factors Hilton
can formulate appropriate strategy, enhance brand image and make effective
advertising campaign. Here are defining some of these factors: