Hospitality Consumer Behaviour Insight

Hospitality Consumer
Behaviour Insight

Table of Contents
INTRODUCTION...........................................................................................................................1
LO1 .................................................................................................................................................1
Examining the factors which influence hospitality consumer behaviour and attitudes - ...........1
LO2 .................................................................................................................................................3
Demonstrating the ability for mapping a path to purchase in hospitality context including
decision-making process - ...........................................................................................................3
LO3 .................................................................................................................................................5
Evaluating appropriate forms of research for understanding influences on the hospitality
consumer decision-making process - .........................................................................................5
LO4..................................................................................................................................................7
Evaluating how marketers influence various stages of hospitality consumer decision-making
process - ......................................................................................................................................7
CONCLUSION ...............................................................................................................................9
REFERENCS...................................................................................................................................9

INTRODUCTION
Hospitality Consumer Behaviour Insight is interpretation of various trends in the
behaviour of human which aims fro increasing the effectiveness of the product and services
within the hospitality industry to the consumers.
Radisson Blu Hotel is situated at Edinburgh, United Kingdom. The hotel deal globally
and had its branches of hotel in the world. The company has maintained its brand all over the
world and render the awesome services to their customers. The report includes the examination
of factors which influence hospitality consumer attitudes and behaviour. The study further
carried forward with the demonstration of mapping path for purchasing in the context of
hospitality including the process of decision-making. Evaluating appropriate forms of research
for understanding influence to the consumer's decision-making. The report ends with how
marketers influence various stages of hospitality process of consumer decision-making.
LO1
Examining the factors which influence hospitality consumer behaviour and attitudes -
Define consumer behaviour -
Consumer behaviour is study of the how individual consumer, organizations or group
buy, use, select and dispose goods and services, ideas fro satisfying the needs and wants of the
customers. This refers to actions of consumers within the marketplace and underlying motives
for these actions.
Various factors which influence consumer behaviour -
There are various factors which influence the consumer's behaviour are as follows -
 Cultural-It states that individual learn set of perception, values, behaviours and
preferences at early stage of their childhood. Form their family members, people, and
other different key institution which are surrounded during the developmental stage
(Jauhari, 2017). So the behaviour patterns are formed by the culture from where he/she
belongs to. The cultural factors are – Culture, social class, subculture etc.,
 Social-The individuals lives in analysable social environment where they are encircled by
various people which have several buying behaviours. The social factors affects the
buying behaviour of customers to great extent. Some factors are family, role and status &
reference groups. etc.
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 Personal– There are many factors individual to personal which influence the buying
decision of consumer's. Some of these are income, age, occupation and lifestyle etc.,
 Psychological-The psychology of the individual plays a major role in designing
consumer's preferences which are like or dislikes for the particular products and services.
Some of them are perception, motivation, attitudes & beliefs and learning.
Challenges of quality services delivered to meet consumer expectations -
Dealing with the various customers and meeting to their needs and demands is not as
such easy. It needs patience, wisdom and sharp intellect for navigating and satisfying the
customers by fulfilling their needs and demands. The several challenges which are faced are is
serving the multiple consumer at same time on daily basis. So the each and every customer must
been served with an satisfactory services (Altinay and Taheri, 2019). There are many situation
where the company doesn't know what to say or doesn't understand the needs of the customer
and the consumers needs a quick respond for that it can also be a challenge for the company to
deal with. Dealing with the angry consumer it is most common thing which is further tackled by
the individual while providing services to the consumers. Some time it can be situation where no
solution is provided to the problem of the consumer's.
Impact of digital technology on changing consumer behaviour and attitudes -
The digital technology influence the consumer's buying behaviour in many ways as there
millions of blogs, posts and videos are surfing on internet this attracts the consumer and thus
their buying behaviour, experience may somehow changes. Personalization have become the
huge determinants of nature of customer's experience. 74% of online customer feel frustrated
with the useless ads, offers, promotions which appears on the website. So the companies are
making it easier for customers and increasing sales, smart marketers they are creating the
personalized experience for the customers.
Emerging consumer trends which affects the Hospitality industry -
The hospitality industry is going through tremendous changes and disruptions from the
last tow decades. The emerging trends of consumers which effects the hospitality industry are as
follows- Social networks and other websites such as trip advisor had profound the effect on
customers. It had formed a transparency among the consumers and improved the quality of
services which are rendered by the hospitality companies (Mohammed, Guillet and Law, 2015).
Online travel agents have distributed channels within the hospitality industry and they had also
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