Hospitality Consumer Behaviour Insight

Hospitality
Consumer
Behaviour Insight
(Crowne Plaza)

Table of Content
• Introduction
• Factors influencing consumer behaviour
• Impact of digital technologies on consumer trends
• Conclusion
• References

Introduction
The consumer behaviour is the study of the behaviour of consumers related to
the process they use to choose the product or service, consume and dispose the
product (Walmsley, 2015). Hospitality industry is the growing industry and
the business operations are changing with the change in technology. The
online hospitality has make it easy for the customers to experience the service
whenever they want. The presentation is on Crowne Plaza which was founded
in 1983 in UK and has more than 3600 hotels.

Factors influencing consumer
behavior
The buying behaviour of consumers and the purchase decision in influenced by
social, cultural, personal and psychological factors.
Cultural factors
 Buyer's culture
 Subculture
 Social class

Cont....
Personal factors
 Age and life cycle stage
 Professionals buying power
Social factors
 Family
 Reference groups
Psychological factors
 Motivation
 Perception

Impact of digital technologies on
consumer trends
The digital technologies has changes how the business work and it has impacted
them in the long term. It is making the business processes faster and consumers
informed. Digital technologies uses televisions, smart phones, social media,
computers, etc.
• Change in consumer desires
• Better experience to customers
• Customers are informed
• Social media and smart phone connect

Conclusion
From the presentation it is concluded that the marketers need to find the
moments that matter in the decision making of customers and they need to
have an impact on the customers so that they can increase profits. The
customers has to take decisions because they will pay of the services and it
is not easy to get the money out of customer's pocket so they need to
satisfy the needs of customers.

References
 Walmsley, A., 2015. Youth employment in tourism and hospitality: a
critical review. Goodfellow Publisher Limited.
 Goryushkina, N.E. and et.al., 2018. The world hotel market: Current
state and development trends. International Journal of Mechanical
Engineering and Technology. 9(13). pp.618-627.

Thank You