Hospitality Consumer Behaviour

Hospitality Consumer
Behaviour

Table of Contents
INTRODUCTION...........................................................................................................................1
P1 Covered in PPT .....................................................................................................................1
P2 Covered in PPT......................................................................................................................1
P3 Examine the stages of the consumer decision-making journey and map a path to the
purchasing for a given hospitality service. .................................................................................1
P4 Discuss why it is necessary for marketers to map a path to purchase & understand
consumer decision making in hospitality industry......................................................................3
P5 Compare and contrast the key differences of the hospitality decision- making process in
the context of B2C and B2B.......................................................................................................4
P6 Discuss various market research approaches and methods of decision making ...................5
P7 Assess how marketers can determinant various level of hospitality decision making
process.........................................................................................................................................6
CONCLUSION................................................................................................................................6
References .......................................................................................................................................8

INTRODUCTION
Customer behaviour is individual and organisation study and the way there is selection of
products and the way goods are being disposed to satisfy their needs. Understanding of customer
behaviour assist organisations in making desired improvements, setting of prices, decisioning of
channels, development of marketing activities and crafting of messages. Ritz London is a symbol
of high luxury and society that is one of the known prestigious hotels. It is a name associated
with elegance and luxury (Meng and Choi, 2018). Presently there is discussion of different
social and cultural factors affecting consumer attitude and behaviour. There is analysis of
different stages of decision making process and the way marketers are responding to the process
of decision making. Further there is assessment of the different levels of hospitality decision
making process in organisation (Kuo and Nakhata, 2019).
P1 Covered in PPT
P2 Covered in PPT
P3 Examine the stages of the consumer decision-making journey and map a path to the
purchasing for a given hospitality service.
The decision making process of a consumer is defined as a process on which consumers
are completely aware about the demands of consumers and their use of different products and
services. The stages of consumer decision making process includes the following.
 Need recognition & Problem awareness- This is a first steps which simply suggest that
consumers should aware about what they actually want and if it is important for them.
Also, it can be the problem in some way for the customers. Suppose taking an example, if
a customers want to have a five star hotel on the basis of their desire and needs then his
services will be consumed on the basis of it.
1
Need recognition and
problem awareness
Information
search
Evaluation of
Alternatives
Purchase
Post-Purchase
evaluation